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Forward Deployed Engineer

4 weeks ago
United States
Full-time
Senior
Implementation Engineer
Software Development
LLM Python TypeScript
Apply Now
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
View All Jobs 9

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

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