Forward Deployed Engineer

Accountabilities:

• • Support Queue Ownership: Take full ownership of the technical support queue, efficiently managing incoming tickets and driving issues through to resolution.
  • Root-Cause Analysis: Investigate customer issues deeply to identify underlying causes rather than applying temporary fixes or addressing only surface-level symptoms.
  • Technical Troubleshooting: Analyze complex product and integration issues, understand customer environments, and determine the most effective technical solutions.
  • Issue Reproduction: Reproduce customer-reported problems in their specific environments or configurations to accurately diagnose and validate issues.
  • Product Improvements: Develop and submit pull requests for bug fixes, product enhancements, and other improvements identified through customer interactions.
  • Customer Advocacy: Serve as the technical voice of the customer, communicating recurring issues, product gaps, and opportunities for improvement back to engineering.
  • Customer Success: Work proactively to remove technical blockers and ensure customers can successfully adopt, integrate, and use the platform.
  • Operational Excellence: Manage a high volume of support requests efficiently while maintaining strong technical quality, clear communication, and consistent follow-through.
  • Continuous Improvement: Identify recurring patterns across support issues and use those insights to help improve product reliability, documentation, and customer experience.

  Requirements

  • Technical Expertise: Strong engineering background with the technical depth required to investigate developer-facing product issues and understand complex software systems.
  • Product Familiarity: Strong familiarity with AI gateway technologies, LLM integrations, APIs, developer tooling, or related technical products is highly valuable.
  • Debugging Skills: Demonstrated ability to investigate technical issues systematically, reproduce problems, analyze behavior, and identify root causes.
  • Engineering Experience: Ability to contribute directly to codebases through bug fixes, pull requests, and product improvements.
  • Customer Focus: Strong commitment to customer success, with the ability to understand customer needs and turn technical challenges into actionable solutions.
  • Problem-Solving: A strong bias toward understanding problems deeply and solving underlying causes rather than applying short-term workarounds.
  • Communication: Ability to explain technical issues clearly and act as an effective bridge between customers and engineering teams.
  • Execution: Comfortable working in a fast-paced environment with a high volume of technical requests and competing priorities.
  • Metrics Orientation: Data-driven mindset with the ability to use support metrics and operational signals to prioritize work and improve outcomes.
  • Ownership: Highly self-directed, accountable, and proactive, with a willingness to take ownership of issues from initial investigation through final resolution.
  • Adaptability: Comfortable working with evolving technologies and learning new systems quickly in a rapidly changing AI ecosystem.

  Benefits

  • Competitive compensation package.
  • Health, dental, and vision benefits.
  • 401(k) plan with a 3.5% employer match, where applicable.
  • Fast-paced environment with significant technical ownership and autonomy.
  • Opportunity to work directly on developer-facing AI infrastructure and open-source technology.
  • Direct exposure to real-world customer environments and challenging technical problems.
  • Opportunity to contribute code and product improvements based on customer needs.
  • Strong influence on product quality and customer experience.
  • Collaborative engineering environment with opportunities to work closely with product and engineering teams.