Senior Staff Forward Deployed Engineer – Flow

This is a fully remote position, open to applicants in Illinois.

📋 Description

• Oversee the technical design and implementation for key enterprise deployments, which include SSO and identity architecture, multi-system integrations, and security and compliance assessments.

• Design and construct intricate, production-quality automations and workflows using Flow’s natural-language builder across platforms such as Okta, Microsoft Teams, Slack, Jira, Workday, Zoom, Microsoft 365, and ServiceNow.

• Develop knowledge and retrieval strategies for systems like SharePoint, Google Drive, Box, Notion, and the ServiceNow knowledge base.

• Create and document scalable alternatives for unsupported product features, transforming them into reusable patterns, reference architectures, and product functionalities.

• Lead proof-of-concept initiatives and strategic evaluation activities in collaboration with sales and executive stakeholders.

• Define and enhance the onboarding and implementation processes to allow customers to enable Flow within hours and achieve production status in a single day.

• Provide guidance to customer IT directors and executives on aligning Flow with their IT and operational strategies.

• Utilize Flow analytics to construct business cases, showcase value, and encourage expansion.

• Manage multi-account health and adoption metrics, addressing risks at the executive level.

• Convert customer patterns into product requirements and strategic goals in conjunction with product management and engineering teams.

• Advocate for the customer in discussions regarding roadmap, architecture, and go-to-market strategies.

• Develop technical standards, playbooks, and tools for the forward deployed function.

• Mentor and coach IC3 and IC4 solutions engineers.

• Act as the final technical escalation point for critical customer issues and ensure lasting solutions.

• Reproduce bugs, identify root causes, and collaborate with core engineers to implement fixes.

• Leverage health, audit, and activity logs to troubleshoot issues, recognize outages, and establish monitoring and triage protocols.

⛳️ Requirements

• A minimum of 10 years in customer-facing technical positions such as forward deployed, solutions, or implementation engineering within the enterprise software sector.

• Proven experience leading strategic, multi-system deployments.

• Extensive hands-on expertise with REST APIs, scripting, automations, and webhooks.

• Capability to design integration architectures and conduct in-depth debugging.

• Expert-level knowledge of single sign-on and identity architectures, including SAML, OAuth, Okta, and Entra ID.

• Familiarity with enterprise security and compliance standards.

• Significant experience with enterprise service management or collaboration tools like ServiceNow, Jira, Slack, or Microsoft Teams.

• Strong comprehension of AI and workflow automation, including prompt design, retrieval-augmented approaches, and assessing AI answer quality and precision.

• Ability to effectively communicate and influence system administrators, security engineers, IT directors, and executives.

• Capacity to link customer outcomes with broader IT and operations strategies and align them with ServiceNow’s objectives.

• Demonstrated history of technical leadership and mentorship.

• Proven ability to influence product direction and cross-functional teams without direct authority.

• Preferred: experience with service desk solutions.

• Preferred: familiarity with AI-native or cloud-native enterprise products.

• Preferred: background in product-led growth or consumption-based pricing software.

• Preferred: experience in establishing an onboarding or implementation process, playbooks, or a forward deployed function from inception.

• Startup experience is advantageous but not mandatory.

🏝️ Benefits

• Equity (when applicable)

• Variable/incentive compensation

• Health plans

• Flexible spending accounts

• 401(k) Plan with company match

• Employee Stock Purchase Plan (ESPP)

• Matching donations

• Flexible time away plan

• Family leave programs