This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Forward Deployed Engineer based in India.
This role sits at the intersection of engineering, customer support, and product development, with a strong focus on solving complex technical problems.
You will own the customer support queue and work directly on issues that impact developers using a leading open-source AI gateway.
The position requires deep technical curiosity, strong debugging skills, and a commitment to understanding problems at their root.
You will reproduce issues in customer-specific environments, develop fixes, and contribute improvements directly to the product.
Your work will have a direct impact on customer success while also helping engineering teams identify and address recurring product challenges.
The environment is fast-paced, metrics-driven, and highly ownership-oriented, giving you significant influence over both customer outcomes and product quality.
This is an ideal opportunity for an engineer who enjoys moving quickly, investigating difficult problems, and turning customer feedback into meaningful technical improvements.
Accountabilities:
- Support Queue Ownership: Take full ownership of the technical support queue, efficiently managing incoming tickets and driving issues through to resolution.
- Root-Cause Analysis: Investigate customer issues deeply to identify underlying causes rather than applying temporary fixes or addressing only surface-level symptoms.
- Technical Troubleshooting: Analyze complex product and integration issues, understand customer environments, and determine the most effective technical solutions.
- Issue Reproduction: Reproduce customer-reported problems in their specific environments or configurations to accurately diagnose and validate issues.
- Product Improvements: Develop and submit pull requests for bug fixes, product enhancements, and other improvements identified through customer interactions.
- Customer Advocacy: Serve as the technical voice of the customer, communicating recurring issues, product gaps, and opportunities for improvement back to engineering.
- Customer Success: Work proactively to remove technical blockers and ensure customers can successfully adopt, integrate, and use the platform.
- Operational Excellence: Manage a high volume of support requests efficiently while maintaining strong technical quality, clear communication, and consistent follow-through.
- Continuous Improvement: Identify recurring patterns across support issues and use those insights to help improve product reliability, documentation, and customer experience.
Requirements
- Technical Expertise: Strong engineering background with the technical depth required to investigate developer-facing product issues and understand complex software systems.
- Product Familiarity: Strong familiarity with AI gateway technologies, LLM integrations, APIs, developer tooling, or related technical products is highly valuable.
- Debugging Skills: Demonstrated ability to investigate technical issues systematically, reproduce problems, analyze behavior, and identify root causes.
- Engineering Experience: Ability to contribute directly to codebases through bug fixes, pull requests, and product improvements.
- Customer Focus: Strong commitment to customer success, with the ability to understand customer needs and turn technical challenges into actionable solutions.
- Problem-Solving: A strong bias toward understanding problems deeply and solving underlying causes rather than applying short-term workarounds.
- Communication: Ability to explain technical issues clearly and act as an effective bridge between customers and engineering teams.
- Execution: Comfortable working in a fast-paced environment with a high volume of technical requests and competing priorities.
- Metrics Orientation: Data-driven mindset with the ability to use support metrics and operational signals to prioritize work and improve outcomes.
- Ownership: Highly self-directed, accountable, and proactive, with a willingness to take ownership of issues from initial investigation through final resolution.
- Adaptability: Comfortable working with evolving technologies and learning new systems quickly in a rapidly changing AI ecosystem.
Benefits
- Competitive compensation package.
- Health, dental, and vision benefits.
- 401(k) plan with a 3.5% employer match, where applicable.
- Fast-paced environment with significant technical ownership and autonomy.
- Opportunity to work directly on developer-facing AI infrastructure and open-source technology.
- Direct exposure to real-world customer environments and challenging technical problems.
- Opportunity to contribute code and product improvements based on customer needs.
- Strong influence on product quality and customer experience.
- Collaborative engineering environment with opportunities to work closely with product and engineering teams.
How Jobgether works:
We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team.
We appreciate your interest and wish you the best!
Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time.
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