Staff Forward Deployed Engineer

Company Overview

Fin specializes in AI-driven Customer Agent solutions designed to elevate the customer support experience. Their flagship product, Fin, is a top-performing AI Customer Agent that supports businesses globally by automating and enhancing customer interactions throughout the journey, including service, sales, and ecommerce sectors. The AI operates across multiple channels with minimal integration effort and can be combined with their integrated Intercom help desk to form a comprehensive support system.

Founded in 2011, Fin has grown to be one of the fastest expanding and largest private software companies worldwide, with nearly 30,000 businesses utilizing their solutions. The company's core values emphasize speed, innovation, and delivering outstanding value to customers.

Role Overview

The Staff Forward Deployed Engineer plays a crucial role working directly with strategic customers to understand their challenges and implement tailored solutions leveraging Fin's AI capabilities. This role requires autonomy, leadership, and collaboration with multiple internal teams to ensure successful customer outcomes and influence product development.

Key Responsibilities

• Drive adoption of Fin's AI to automate and scale customer support for prospective clients.
• Engage deeply with strategic customers, comprehending business challenges and technical needs, and guide them toward optimal solutions.
• Collaborate hands-on with customers' technical teams as a subject-matter expert to complete projects effectively.
• Coordinate with Sales, Success, and Product teams, providing insights and ensuring high-quality customer experiences and project completion.
• Lead and develop the Forward Deployed Engineering team and function within Fin.
• Use strategic account connections to anticipate issues, align stakeholders, and influence decisions for successful outcomes.
• Mentor Forward Deployed and Solutions Engineers during scaling efforts.

Required Skills and Qualifications

• Proven experience building SaaS products, preferably with startup background or founding experience.
• Minimum 2 years as a technical leader responsible for autonomous decision-making and outcome ownership.
• Strong interest in AI/ML with the ability to quickly master new concepts and guide teams accordingly.
• Exceptional cross-functional collaboration skills to navigate organizational dynamics and align diverse teams.
• Expertise in at least one high-level programming language such as JavaScript, Python, or Ruby with the adaptability to learn new technologies.
• Pragmatic and decisive approach to prototyping, shipping, escalating, and delegating while maintaining quality and business focus.
• Skilled in developing and integrating REST APIs for system interoperability.
• Effective communicator, capable of adapting discussions for both technical and non-technical audiences.
• Willingness to travel and work onsite with clients to build relationships and understand requirements.

Additional Information

Fin offers a hybrid working structure requiring employees to work in-office at least three days a week to maintain collaboration and culture, with flexibility for remote work. The company maintains a radically inclusive work environment, avoiding divisive social or political advocacy within official communications while supporting personal expression outside work. Equal Employment Opportunity is a firm commitment with no discrimination based on legally protected characteristics. Benefits vary by location and support health, wellbeing, family, time off, and financial security.