Senior Forward Deployed Engineer

What You'll Do

• Own post-sale implementation workstreams from kickoff through production launch and early customer success.
• Translate messy customer support workflows into concrete technical plans, milestones, risks, and launch criteria.
• Build and debug integrations across systems such as CRMs, ticketing platforms, CCaaS tools, knowledge bases, data warehouses, identity providers, and internal customer APIs.
• Configure and extend Maven using JavaScript, TypeScript, Node.js, APIs, webhooks, and the Maven SDK.
• Prototype quickly when customer requirements are ambiguous, then turn the right parts into reliable production implementation.
• Design and run practical quality checks for AI behavior, including answer quality, retrieval quality, action correctness, escalation behavior, and regression risks.
• Set up launch readiness plans across testing, observability, logging, fallback behavior, rollback paths, and customer signoff.
• Partner with Product and Engineering when field work reveals platform gaps, repeated customer needs, or reusable implementation patterns.
• Communicate clearly with customer operators, technical teams, executives, and internal Maven teams throughout the deployment.

What Success Looks Like

• Clients launch Maven into production with clear scope, strong technical execution, and measurable support impact.
• Implementation risks are surfaced early, owned directly, and resolved with practical technical judgment.
• AI workflows are tested, monitored, and improved using real quality signals rather than guesswork.
• Customer-specific work turns into reusable patterns, documentation, templates, and product feedback for future deployments.
• Customer teams trust you because you make ambiguous problems concrete and follow through technically.

Requirements

• 5+ years of software engineering, implementation engineering, forward deployed engineering, solutions engineering, partner engineering, or equivalent customer-facing technical delivery experience.
• Strong hands-on coding ability in JavaScript/Node.js. TypeScript, React, Next.js, and Python experience are strong pluses.
• Strong API and integration judgment across REST APIs, webhooks, auth, data mapping, retries, error handling, and operational debugging.
• Experience taking complex customer-facing technical projects from ambiguous requirements into production.
• Comfortable working directly with customers, asking sharp discovery questions, explaining tradeoffs, and pushing back constructively when scope or timeline is risky.
• Practical understanding of AI/LLM systems, including prompting, retrieval, tool/action use, evals, failure modes, and quality measurement.
• Strong written and verbal communication. You can write a clear implementation plan, technical memo, customer update, or launch checklist.
• High ownership. You do not wait for perfect requirements; you identify the next useful step, make progress, and keep the customer and team aligned.

Nice To Haves

• Experience with customer support systems such as Salesforce Service Cloud, Zendesk, ServiceNow, Intercom, or similar platforms.
• Experience with CCaaS or voice platforms such as Genesys, Five9, NICE, Twilio, Amazon Connect, or similar systems.
• Experience with data integration, ETL, or workflow automation tools such as Workato, Airbyte, Fivetran, or similar systems.
• Experience with observability, CI/CD, incident response, and production support practices.
• Knowledge of security, privacy, and compliance considerations such as SOC 2, GDPR, HIPAA, least-privilege access, audit logging, and data retention.
• Experience at an AI company, high-growth SaaS company, implementation-heavy product company, or field engineering organization.