Senior Staff Forward Deployed Engineer – Flow

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

📋 Description

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

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

• Create knowledge and retrieval strategies that span SharePoint, Google Drive, Box, Notion, and the ServiceNow knowledge base.

• Develop and document scalable workarounds, transforming them into reusable patterns, reference architectures, and product functionalities.

• Lead proof-of-concept initiatives and strategic evaluations alongside sales and executive stakeholders.

• Establish and continually enhance onboarding and implementation processes, enabling customers to activate Flow within hours and achieve production status in one day.

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

• Leverage Flow analytics to construct business cases, illustrate value, and promote expansion.

• Manage multi-account health and adoption results, identifying risks and facilitating resolutions at the executive level.

• Convert customer patterns into product specifications and strategies in collaboration with product management and engineering teams.

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

• Set technical standards, develop playbooks, and create tools for the forward-deployed function.

• Mentor and guide IC3 and IC4 solutions engineers, serving as an escalation point.

• Act as the final technical escalation point for critical customer issues, including API timeouts, sync errors, payment inquiries, and failed automations.

• Replicate bugs, identify root causes, and collaborate with core engineers to deliver durable solutions.

• Utilize Flow health, audit, and activity logs to troubleshoot issues, recognize outages, and establish monitoring and triage practices.

⛳️ Requirements

• Over 10 years of experience in customer-facing technical roles, such as forward-deployed, solutions, or implementation engineering within enterprise software.

• Proven experience in leading strategic, multi-system deployments.

• Extensive, hands-on knowledge of REST APIs, scripting, automations, and webhooks.

• Proficient in designing integration architectures and performing in-depth debugging.

• In-depth expertise in single sign-on and identity architectures, including SAML, OAuth, Okta, and Entra ID.

• Comprehensive understanding of enterprise security and compliance standards.

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

• Strong grasp of AI and workflow automation, including prompt design, retrieval-augmented approaches, and assessing the quality and accuracy of AI responses.

• Demonstrated ability to communicate and influence a wide range of stakeholders, from system administrators and security engineers to IT directors and executives.

• Proven track record of linking customer outcomes to overarching IT and operations strategies and to ServiceNow’s objectives.

• Established history of technical leadership and mentorship.

• Demonstrated capability to influence product direction and cross-functional teams without direct authority.

• Preferred: Experience with service desk offerings.

• Preferred: Background in AI-native or cloud-native enterprise products.

• Preferred: Experience in product-led growth or consumption-priced software.

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

• Startup experience is beneficial 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.