Forward Deployed Engineer

1 day ago
Full-time
Senior
Software Development
Fixify

Fixify

Fixify provides 24/7 IT help desk services that integrate AI technology with human support to ensure continuous productivity and user satisfaction while effectively managing costs.

Internet Software & Services
Founded 2014

Description

  • Own the last mile of customer success by setting up customer knowledge, configurations, and processes so automation works with the right context.
  • Dig into customer environments to uncover tacit tribal knowledge and turn it into playbooks and knowledge configurations the platform can use.
  • Evaluate and tune automation performance, identify failures or gaps, and improve the system when something is not working.
  • Advise customers on how their IT operations and processes should change to get better results from automation.
  • Recognize patterns across customer environments and turn repeatable insights into repeatable approaches.
  • Close the feedback loop between the field and the product by documenting issues and surfacing gaps for fixes at the source.
  • Partner with Engineering, Product, Data Science, and Customer Success to translate field learnings into prioritized improvements.
  • Build scripts, automate workflows, or push fixes when needed to support customer outcomes.
  • Create practical artifacts such as documentation, playbooks, and operational recommendations that others can use.

Requirements

  • Experience solving complex, ambiguous problems in customer-facing technical roles such as solutions engineering, technical consulting, or implementation engineering.
  • Comfort writing code in Python, TypeScript, or similar languages and working with APIs.
  • Working knowledge of IT operations, including ticketing systems, identity providers, endpoint management, and enterprise infrastructure.
  • Familiarity with AI/ML concepts and curiosity about large language models, automation, and knowledge systems.
  • Ability to investigate technical issues by analyzing configurations, logs, and ticket history to determine what is actually happening.
  • Experience producing useful documentation, playbooks, and operational recommendations.
  • Strong communication skills for both technical and executive audiences.
  • Belief that support questions, customer confusion, and workarounds are signals for product improvement.
  • Comfort working in a fast-moving startup where the role will evolve over time.

Benefits

  • Full-time remote role based in the United States.
  • Direct reporting line to the CTO with a mandate to shape the role.
  • Autonomy to move between knowledge configuration, tooling development, customer education, and process design.
  • Opportunity to work at the intersection of AI, customer operations, and product.
  • Immediate visibility into the impact of your work on resolution times and customer confidence.

Interested in this position?

Apply directly on the company website

Apply Now

Similar Roles

Technical Account Manager

Varicent 251-1K Professional Services

Varicent is hiring a Technical Account Manager to support a portfolio of customers within its Customer Success team, helping them adopt the company’s SaaS sales performance management products and achieve long-term technical and business outcomes.

SQL
7 minutes ago

Principal Client Advisory

TTEC Digital 1K-5K Professional Services

TTEC Digital is hiring a Principal Client Advisory in Manila to remotely oversee managed services clients, lead day-to-day service delivery, and ensure operational excellence across the client lifecycle.

Cisco
22 minutes ago

Technical Account Manager

Varicent 251-1K Professional Services

Varicent is hiring a Technical Account Manager to support a portfolio of customers through technical guidance, product adoption, and ongoing account health across the software lifecycle.

SQL
37 minutes ago

Technical Account Manager (Canada - Remote)

Varicent 251-1K Professional Services

Varicent is hiring a Technical Account Manager to support a portfolio of SPM customers by managing technical needs, driving adoption and optimization, and helping extend existing client agreements.

SQL
37 minutes ago

You're on a roll! Sign up now to keep applying.

Sign Up

Already have an account? Log in

Used by 14,729+ remote workers