Forward Deployed Engineer - Remote

1w1 week ago

Fixify

US · Full-time · $170,000 – $250,000

About this role

You're the person who solves a problem by hand first, pulling apart configs, reading logs, and sitting in a customer's environment until you understand how things actually work. Then you figure out how to technologize it so nobody has to solve that problem by hand again. You've been called a unicorn, but prefer the honey badger: relentless, resourceful, and unbothered by ambiguity.

At Fixify, we're building an AI-native IT help desk where automation and human expertise work side by side. Enterprise knowledge decays quickly, with tribal knowledge in heads not runbooks, creating gaps where automation fails. This role closes that gap by getting inside customer worlds and ensuring our platform captures reality.

Your day involves owning the last mile of customer success, digging into environments for tacit knowledge, and structuring it into AI-actionable playbooks. You'll evaluate and tune automation performance, owning fixes without escalation. Equal parts engineer, consultant, and investigator, you deliver point-of-view on IT operations improvements.

Report directly to the CTO in this first Forward Deployed Engineer hire, shaping how Fixify serves key customers. Gain autonomy across knowledge configuration, tooling, education, and process design. See immediate impact in resolution times, customer confidence, and reduced human interventions.

Requirements

Hands-on problem-solving by pulling apart configs, reading logs, and immersing in customer environments
Ability to technologize manual processes into automation so others don't repeat the work
Relentless, resourceful mindset unbothered by ambiguity
Pride in well-written playbooks, clean slide decks, and elegant code
Experience bridging enterprise IT reality and documentation gaps
Customer-facing skills to deliver insightful point-of-view on their processes
Comfort owning automation tuning and fixes without escalation

Responsibilities

Own the last mile of customer success by ensuring knowledge, configurations, and processes enable automation at the right time
Dig into customer environments to extract tacit tribal knowledge from people's heads
Structure knowledge into playbooks and configurations our AI can act on
Evaluate and tune automation performance, identifying what's firing correctly, missing, or producing poor outcomes
Pull apart configs, read logs, and immerse in customer environments to understand real workflows
Develop playbooks, tooling, and configurations with a point of view on IT operations improvements
Build muscle and tooling to accelerate success for future customers

Benefits

First hire in role defining Fixify's work with key customers, with direct line to CTO
Position at intersection of AI, customer operations, and product influencing builds
Autonomy to shift between knowledge configuration, tooling development, customer education, and process design
Collaboration with engineers, data scientists, and operators building AI-native service
Immediate visibility of impact on resolution times, customer confidence, and automation volume