Forward-Deployed Engineer

Location: San Mateo, CA; Remote (United States)

Department: Customer Success

Role Summary

As a Forward Deployed Engineer at ept AI, you will be embedded with strategic customers and will act as the technical front-line to deliver, integrate and operationalise our AI platform into their environments. You will partner with client stakeholders, ept AI product & engineering teams, and ept AI’s go-to-market teams to scope, build, deploy, optimise and scale solutions that deliver measurable business value. You will bridge business strategy and technical execution, ensuring our platform becomes an integral part of the customer’s operational workflow, not just a product installation.

Key Responsibilities

• Engage directly with enterprise customers (C-suite, product, sales, support leaders) to understand their business goals, bottlenecks and technical landscape, and define how ept AI’s platform can deliver differentiated value.
• Lead the end-to-end deployment lifecycle for complex AI use cases: requirement discovery → solution design → rapid prototyping → production readiness → scalable rollout → ongoing optimisation.
• Write, review and deploy production-grade code, data pipelines, APIs, and integrations (both on-premises and cloud) to embed our modular AI platform into customer workflows.
• Work closely with ept AI’s product and engineering teams to feed back field insights, drive platform enhancements, prioritise feature requests, and contribute to our roadmap.
• Serve as the trusted technical advisor for the customer, handling technical escalations, performance tuning, adoption metrics, security/compliance concerns and change management.
• Enable adoption and ROI: define and track metrics of success (time-to-value, CSAT, support ticket reduction, incremental revenue, etc.), deliver training and documentation, and work with customer teams to drive long-term value realisation.
• Support pre-sales and commercial activities: providing scoping support, technical demos, proof-of-value builds, and contributing to RFPs or statements of work when needed.
• Travel regularly (domestic and/or international) to be onsite at customer locations as required by deployment rhythm.
• Maintain strong customer relationships, ensure high satisfaction, retention and expansion opportunities, and act as an ambassador for ept AI’s brand and technical excellence.

Required Skills & Experience

• Bachelor’s or Master’s degree in Computer Science, Engineering or related technical discipline (or equivalent practical experience).
• 5+ years of hands-on software engineering in enterprise environments; demonstrable experience building production systems (backend, data, integrations) in one or more languages (e.g., Python, Java, C#) and comfortable working with APIs, microservices, event-driven architectures and cloud platforms.
• Experience with deploying or integrating enterprise-scale AI, ML, or data-driven platforms (ideally including natural language, agent-based workflows, or modular AI architectures).
• Strong ability to translate business/operational problems into technical solutions. Comfort bridging business stakeholders and engineering teams.
• Experience in customer-facing roles (customer success, professional services, solutions engineering, or equivalent) where you’ve delivered measurable outcomes.
• Excellent communicator—capable of engaging both executives and engineers; able to present value, trade-offs, timelines and technical architecture clearly.
• Demonstrated ability to operate in ambiguous, fast-moving environments and handle multiple customer deployments in parallel, maintaining quality and customer satisfaction.
• Willingness and ability to travel (up to ~50-70%) including customer site visits worldwide as needed.
• Strong customer-oriented mindset, resilient under pressure, able to escalate, adapt and deliver.
• Experience working with enterprise security, compliance, data-governance, and integration into legacy systems is a plus.

What Success Looks Like

• You deliver first-line deployments that achieve time-to-value targets (e.g., first 90 days) and measurable business impact (e.g., support case reduction by X%, revenue uplift by Y%).
• You build deep relationships within each customer, becoming the go-to technical partner, which raises renewal and expansion rates.
• You feed impactful, field-informed product enhancements into the ept AI roadmap, accelerating platform maturation and differentiation.
• You contribute to scaling our go-to-market model by developing reusable deployment patterns, internal best practices and playbooks for future customer engagements.
• You represent ept AI professionally in front of customers, prospects and industry forums — reinforcing our reputation for technical excellence, trustworthiness and value-driven deployment.

About the Company

About ept AI

ept AI is the industry’s first modular and scalable Tech Product AI platform — designed to put an AI support engineer on every customer’s desktop and an AI sales engineer in every rep’s pocket. We help enterprise technology organizations eliminate expert bottlenecks and scale high-quality communication across sales, support, and product marketing. Our platform delivers faster response times, improved CSAT, and measurable ROI through intelligent workflows, deep channel integration, and enterprise-grade control.

We’re expanding our customer organization and looking for a Customer Success Manager who can guide complex enterprise accounts, ensure lasting value, and serve as a trusted partner to senior-level stakeholders.