Forward Deployed Engineer

Implementation Engineer OpportunityFounded in 2023, Santé is a modernized Point-of-Sale (POS) system serving wine and liquor stores. While modern POS systems have transformed restaurants and general retail, their one-size-fits-all design fails to meet the unique needs of the beverage industry, creating a massive opportunity in the market.Two years into the business, Santé has developed full vertical integration tailored to this market segment, driving value for 200+ stores. With usage around the clock and across multiple timezones, Santé serves as the main artery for our customers to procure, transact, and report on all aspects of their business.What Is The Role?We're hiring an implementation engineer to help us keep up with the overwhelming growth in operations and customer experience.We're looking for someone who loves working directly with customers and is willing to do whatever it takes to drive revenue and user adoption.You'll help us onboard customers, write scripts, create PRDs, nurture customer relationships, design new features, and take advantage of AI to make everything you're doing more efficient.This is a unique role that requires a combination of product management, customer success, and engineering skills.What We ExpectReady to execute on the following responsibilities:Launch stores on Santé. Each store owner has different requests and needs. We'll need you to navigate these conversations and get them live on SantéMigrate data from legacy POS systems into Santé. Google Sheet formulas and Python scripts will be a big part of this process — big plus if you're using Claude CodeHandle data and analytics work for internal or customer useTrain store owners and cashiers to comfortably operate with SantéLead frontline support — triage issues, investigate root causes, guide customers through problems, and synthesize feedback into actionable PRDs for engineeringTalk to users, understand their problems, and translate to product direction; UI/UX, new features, prioritization, etc.You want to win:Many of our teammates are former athletes or otherwise doggedly competitive to push themselves and outpace our competitors. You want to be in the office every day because you know you practice harder when we are togetherYou are represented by your work. Spending full-time on something means you are in pursuit of excellence in your craft and strive for mastery. If cutting once matters, then getting your measurements correct up front matters even moreYou understand this is a team sport. Not just between CX, product, sales and engineering, but also within CX itself. Decisions are communicated and feedback is critical to give and receive on a continual basisYou're well-rounded:You have a natural inclination for helping and caring for people. You're understanding of everyone you interact with, and you approach them with empathy and patience to make things rightYou're aware of the importance of clear communication. Overcommunication is better than saying too littleYou have some basic programming experience and familiarity with Claude Code, Cursor, or other AI coding environmentsYou have a strong intuition on how to go above and beyond in any respectBonus points if you have an eye for design (web design, product design, graphic design, etc.)Please Don't Apply IfYou don't already live in NYC or require work authorization. We are not considering any relocation or sponsorship at this timeYou don't see the value of in-person collaboration. We aren't trying to justify our office bill. We constantly collaborate shoulder-to-shoulder, fielding new concepts on the whiteboard and triaging live needs from our customers. Your best self is around other people wanting to do the sameYou just want another job. Santé is a fully dynamic, demanding place to grow your career and chart a new path that the beverages industry has never experienced. This is a place where you seek symbiosis to push yourself, and the company forwardYou don't believe in equity. Santé is at its nascency, and what we do this year will dramatically chart our vector of success in the next year no different than how compound interest goes to work when effort is made early onYou struggle to improvise. Oftentimes what you set out to do and end up doing can be two different things. Sometimes you need to see through on your original goals regardless. How you triage this is a craft that can define your success and the success of the businessYou operate best under strong guidance. While our team heavily prioritizes collaboration (and we embrace it), you are constantly working to produce great work on your own—because you can