Forward Deployed Engineer

Collect technical details from customers about their environment, data sources and integrations: authentication, permissions, network constraints, payload formats and expected behaviour.

Configure and customise the SAFE platform to meet customer business needs, making direct product fixes where appropriate.

Build and test customer-specific workflows and AI agents, using SAFE and third-party APIs as needed.

Build custom solutions to achieve customer outcomes where product gaps exist.

Create tooling to accelerate delivery processes and automate repetitive tasks.

Diagnose failed or incomplete integrations and data flows.

Reproduce and investigate issues using logs, platform telemetry and platform knowledge. Work methodically from symptom to evidence to cause, with or without AI tooling

Present each issue to engineering with the evidence: what happens, what should happen, who it affects, and what you have already ruled out.

Stay with the issue until the customer has a resolution or an agreed workaround.

Talk to engineering stakeholders as a peer. Define the outcome a customer needs, not the implementation.

Join customer and internal technical calls to provide expert guidance and drive project deliverables to completion. 

Spot patterns across customers. Raise them as product feedback with the customer's business outcome and their own words.

Act as an internal customer, working closely with Product teams to ensure that new features are understood and have a clear route to deliver customer value.

Use AI tools to analyse logs, draft scripts, summarise issues and prepare customer-facing material, using your experience to refine outcomes.

Turn repeated tasks into reusable scripts, AI skills or automations that the wider team can use.

Ownership and accountability. You take a problem as yours until it is closed, and you say so early when something slips.

Creative thinking and problem-solving. You find a route to success, resolving issues as you hit them.

Curiosity. Not everything is documented. You explore, discover and experiment to achieve an outcome.

Experience in script building, product delivery and working directly with customers. This can come from a customer-facing technical role or substantial project work.

Product onboarding experience. You have taken customers or users from set-up to live use of a technical product.

API fluency. You can read API documentation, call and chain endpoints, handle authentication, and interpret responses and errors.

Debugging and troubleshooting skills. You work methodically from symptom to evidence to cause, respecting customer data handling requirements.

Excellent written/verbal communication. You explain technical findings and concepts clearly to the level of the target audience, backed by an expert understanding of the system architecture.

Development. You write scripts that call APIs, process data, and automate customer tasks using Python as a preferred language. You understand code generated by AI tools for human review and challenge.

Cloud Services. You understand core cloud-based services and how they can be implemented at customers and used by SAFE.

Demonstrable use of AI tooling. You can show real examples of using AI to troubleshoot, script or automate, and you can say where it fell short.

Ability to travel to customer sites.

Exposure to cybersecurity, risk management or security-tool integrations (for example, vulnerability scanners, SIEM, asset inventories or identity providers).

Bash or PowerShell.

Experience in a customer-facing technical role (forward deployed, solutions, customer or support engineering) at a SaaS or enterprise software company.

Experience working in distributed, multi-time-zone teams.