Forward Deployed Engineer (Founding Customer Engineer)

Company Overview

The company is an early-stage software-as-a-service (SaaS) startup developing AI-powered conversational agents that automate product demonstrations for business-to-business (B2B) go-to-market teams. Its technology helps businesses deliver product presentations, communicate value propositions, and support sales workflows through intelligent conversational experiences.

Job Description

The Forward Deployed Engineer (Founding Customer Engineer) will be the first non-founder hire dedicated to customer engineering at a seed-stage AI startup. This role combines technical implementation, customer success, workflow automation, and product development feedback.

The successful candidate will own customer relationships from onboarding through ongoing adoption, improve the performance of AI agents, and establish the processes needed to scale customer operations from an initial customer base to thousands of users. Working directly with the company’s CTO, the engineer will translate customer insights into product improvements while building the systems and playbooks required for a scalable customer engineering function.

Responsibilities

1. Manage end-to-end customer relationships, from onboarding and implementation to ongoing support, adoption, and performance improvement.
2. Configure, train, and refine AI agents to communicate product positioning, address different buyer personas, handle pricing discussions, and support sales workflows.
3. Analyze conversation logs, customer feedback, and agent performance to identify recurring patterns and opportunities for improvement.
4. Represent the customer perspective by translating feedback and observed issues into actionable product requirements.
5. Collaborate closely with the CTO and engineering team to prioritize and implement product enhancements based on customer needs.
6. Build automation workflows and supporting systems using scripts, APIs, and low-code or no-code tools to improve operational efficiency.
7. Develop, document, and continuously refine the customer engineering playbook, establishing repeatable processes for onboarding, implementation, and customer success.
8. Help create scalable approaches to customer engagement and technical support as the business expands.

Qualifications

1. 0–3 years of experience in a customer-facing technical role within a SaaS environment, such as Solutions Engineer, Customer Engineer, or Technical Account Manager.
2. Strong written and verbal communication skills, with the ability to lead product demonstrations and customer onboarding sessions.
3. Hands-on experience building automation workflows to scale customer-facing processes using scripting, APIs, or low-code/no-code tools.
4. Experience analyzing customer feedback and conversation logs to identify trends and inform product decisions.
5. Ability to collaborate across teams and translate customer requirements into clear, actionable product improvements.
6. Strong problem-solving skills and the ability to balance technical implementation with customer needs.
7. Willingness to work closely with company leadership and contribute to the development of customer engineering processes from the ground up.

Preferred Qualifications

1. Experience configuring or coaching AI agents for sales-related applications.
2. Familiarity with defining customer tiers, buyer personas, product positioning, and pricing conversations for AI-driven sales workflows.

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