Forward Deployed Engineer

Forward Deployed Engineer (Post-Sales, Remote OK)

With a strong foundation of early and highly engaged customers, we're looking to add a remote, customer-facing forward deployed engineer focused on post-sales success.

Your job is to make customers successful by proactively identifying and resolving issues in how they use our API. This includes onboarding new customers, handling expansion and feature requests, and reacting quickly to problems — whether caused by incorrect usage, edge cases, or platform bugs. You’ll work closely with customers over Slack, while also thinking bigger picture about how to turn common issues into core product features and self-serve workflows.

At the end of the day, the systems you build to scale support + remediation will become a core part of our product , and we want you to help build that future with us.

Mission

Deliver an exceptional post-sales experience by proactively monitoring API usage, platform behavior, and resolving issues quickly, and converting recurring customer work into scalable product and automation, so the company can:

• Proactively detect incorrect or suboptimal API usage and help customers self-correct
• Identify and fix reliability issues before customers report them
• Turn repeated support patterns into core product features and self-serve workflows
• Expand the relationship with customers by providing them with an extremely high level of service and support
• Build a scalable system for capturing feedback, shipping fixes, and deploying improvements across many customer environments
• Overcommunicator: You are able to work with both the customer and the engineering team to quickly identify and fix issues, and ask for help when needed.
• World class Debugger: You are able to quickly identify and fix issues with our generated APIs, how our customers are using them, and how our platform is behaving. You are able to quickly remediate issues and explain the root cause or guide customers to the correct usage.
• Customer-First Communicator: You are extremely proactive, very friendly over Slack, patient with customers who are confused (or using the API improperly), and always looking for ways to improve the customer experience.
• Technically Adept: You can navigate an existing codebase, debug production behavior, and confidently modify production APIs that have previously been generated.
• High Level of Ownership: You're constantly monitoring customer deployments and usage patterns, proactively identifying issues before customers even notice them.
• Forward Thinking Builder: You constantly ask “how do we automate this?” and invest in product/workflows that reduce repetitive customer work over time, and improve your own productivity as well as the productivity of the company.
• Product Mindset: You don’t just fix issues — you turn fixes into durable product improvements that scale across customers.

Requirements

• Strong coding ability and comfort modifying production APIs
• Experience with LLMs and AI tools and understanding their capabilities and limitations
• Big picture thinker: You are able to lift out of the day-to-day and think about the bigger product strategy around how to make customers successful.
• Experience modifying production code including:
  • error handling and customer-facing error messages
  • platform behavior and observability
  • observability/logging and debugging production issues
• Ability to handle post-sales customer requests, including:
  • Expansion requests (new endpoints or modifications to existing endpoints)
  • Flagging and walking customers through improper API usage (as identified by observability signals)
  • Onboarding new customers to better understand our API and platform
• Strong written communication skills (Slack-first) and high empathy
• Comfort operating in ambiguous, high-velocity environments with frequent shipping
• Ability and desire to build automation/self-service layers into your day-to-day work

Supergood is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity,