Senior Staff Forward Deployed Engineer – Flow

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

📋 Description

• Oversee the technical design and execution for significant enterprise implementations, which include SSO and identity architecture, multi-system integrations, as well as security and compliance assessments in collaboration with customer IT and security leaders.

• Design and create sophisticated, production-ready automations and workflows using Flow’s natural-language builder, integrating with Okta, Microsoft Teams, Slack, Jira, Workday, Zoom, Microsoft 365, and ServiceNow.

• Develop knowledge and retrieval methodologies across platforms such as SharePoint, Google Drive, Box, Notion, and the ServiceNow knowledge base.

• Address product deficiencies with scalable solutions and transform them into reusable patterns, reference architectures, and product functionalities.

• Lead proof-of-concept initiatives and strategic evaluation processes involving sales and executive stakeholders.

• Define and enhance onboarding and implementation processes to ensure customers can enable Flow within hours and achieve production status within one day.

• Provide guidance to customer IT directors and executives regarding Flow, IT operations strategy, and ServiceNow’s initiatives.

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

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

• Convert customer usage patterns into product requirements and strategic insights in collaboration with product management and engineering teams.

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

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

• Mentor and guide IC3 and IC4 solutions engineers.

• Act as the ultimate technical escalation point for critical customer problems, including API timeouts, synchronization errors, payment inquiries, and failed automations.

• Replicate bugs, identify root causes, and collaborate with core engineers for resolution.

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

⛳️ Requirements

• 10+ years of experience 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 perform detailed debugging.

• In-depth knowledge of single sign-on and identity frameworks, including SAML, OAuth, Okta, and Entra ID.

• Understanding of enterprise security and compliance standards.

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

• Robust understanding of AI and workflow automation, including prompt design, retrieval-augmented approaches, and assessment of AI answer quality and accuracy.

• Proven ability to communicate and influence various stakeholders, from system administrators and security engineers to IT directors and executives.

• Demonstrated capacity to link customer outcomes with broader IT and operational strategies and ServiceNow’s objectives.

• History of technical leadership and mentorship.

• Proven success in influencing product direction and cross-functional teams without direct authority.

• Preferred: Experience with service desk solutions.

• Preferred: Experience with AI-native or cloud-native enterprise solutions.

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

• Preferred: Experience in developing onboarding or implementation processes, playbooks, or a forward-deployed function from inception.

• Experience in a startup environment is advantageous but not mandatory.

🏝️ Benefits

• Equity (when applicable)

• Variable/incentive compensation

• Health plans

• Flexible spending accounts

• 401(k) Plan with company match

• ESPP

• Matching donations

• Flexible time away plan

• Family leave programs