Job description

Job Purpose Working with the SVP Professional Services, the Forward Deployed Engineer (FDE) embeds directly with strategic enterprise customers to bridge the gap between complex technical solutions and overarching business outcomes. The FDE acts as a highly technical, customer-facing architect who ensures successful implementation, deep product adoption, and proactive customer service by maximizing the platform's value within the client's unique technical ecosystem. Key Responsibilities • Act as the technical vanguard for strategic accounts, ensuring rapid time-to-value, seamless integration, and long-term platform stability. • Operate within Specialized Renewal "SWAT" Teams: Conduct proactive system health checks, complex configuration tune-ups, and architectural optimizations for at-risk accounts or those with upcoming renewals, ensuring the platform runs at peak efficiency. • Enable Executive Sponsorship Programs: Equip internal executive sponsors with deep technical insights, architecture roadmaps, and telemetry data to facilitate high-level, peer-to-peer alignment and unblock technical escalations. • Drive Value Realization: Map technical milestones and system outputs directly to the customer's original business success criteria, providing concrete data and technical narratives for Quarterly Business Reviews (QBRs). • Leverage Customer Success Telemetry: Continuously monitor real-time system performance, API error rates, and usage telemetry to proactively identify, troubleshoot, and resolve technical bottlenecks before they impact the customer experience or escalate into churn risks. • Deliver Continuous Enablement and Training: Act as the ultimate subject matter expert to the client's engineering and operations teams, providing targeted "train-the-trainer" sessions, custom technical documentation, and best practices to mitigate knowledge loss resulting from client staff turnover. • Collaborate closely with internal Product and Engineering teams, routing customer feedback, edge-case requirements, and integration challenges directly into the product development lifecycle. • Serve as the primary escalation point for complex, high-stakes technical issues that fall outside standard support workflows, ensuring rapid resolution and maintaining customer trust. • Take initiative and ownership across engagements, demonstrating accountability and a strong propensity toward change and process improvement. • Utilize AI-enabled tools (e.g., chatbots, documentation automation, analytics assistants) to improve efficiency, accuracy, and streamline routine tasks while following company AI governance and data privacy standards ABOUT OUR PLATFORM Tungsten Automation's Intelligent Automation software platform helps government agencies transform information-intensive business processes, reduce manual work and errors, minimize costs, and improve customer engagement. We combine Generative AI, Knowledge Management, Intelligent Document Processing, Process Orchestration, mobility and engagement, and analytics to ease implementations and deliver dramatic results that mitigate compliance risk and increase competitiveness, growth and profitability—particularly crucial for highly regulated industries facing complex compliance requirements. No other software vendor offers a platform of complementary technologies integrated into a scalable, manageable software platform, positioning us to grow and dominate the process automation space. Pay Transparency Notice Tungsten Automation is committed to fair, consistent, and transparent pay practices, wherever we operate . Before any interview or salary discussion, we disclose the following for this role: • Base pay range: For this role, based in USA , the base pay range is $120000-140000 , set using objective, gender-neutral and otherwise non-discriminatory job evaluation criteria applied consistently to all employees performing this role or work of equal value. • Total compensation: This range reflects base pay only. Tungsten Automation may also offer bonuses, commissions, equity, and benefits, described separately where applicable or required by local law. • How your pay is determined : Your base pay within this range will be based on objective, non-discriminatory factors — such as location, skills, qualifications, relevant experience, and education or training. It will not be reduced based on prior salary, and will not fall below the disclosed range or below what colleagues performing equal work or work of equal value receive. • Salary history: Tungsten Automation does not ask candidates about current or past pay, and you are not required to disclose it, except where local law expressly permits or requires this. • Your right to discuss pay: Nothing in this notice limits your right to discuss your own pay, to negotiate, or your entitlement to equal pay for equal work or work of equal value. Tungsten Automation does not retaliate against employees or candidates for discussing compensation. • Questions: If you have questions about this notice or how pay was determined for this role, contact talent@tungstenautomation.com . While the job description describes what is anticipated as the requirements of the position, the job requirements are subject to change based upon any changing needs and requirements of the business.

Requirements

Must-haves

Act as the technical vanguard for strategic accounts, ensuring rapid time-to-value, seamless integration, and long-term platform stability.
Drive Value Realization: Map technical milestones and system outputs directly to the customer's original business success criteria, providing concrete data and technical narratives for Quarterly Business Reviews (QBRs).
Collaborate closely with internal Product and Engineering teams, routing customer feedback, edge-case requirements, and integration challenges directly into the product development lifecycle.
Serve as the primary escalation point for complex, high-stakes technical issues that fall outside standard support workflows, ensuring rapid resolution and maintaining customer trust.
Take initiative and ownership across engagements, demonstrating accountability and a strong propensity toward change and process improvement.
Utilize AI-enabled tools (e.g., chatbots, documentation automation, analytics assistants) to improve efficiency, accuracy, and streamline routine tasks while following company AI governance and data privacy standards

Nice-to-haves

None flagged.

Application prep

Use the role’s language and application details while tailoring your materials.

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