We are looking for a Forward Deployed Engineer (FDE) to join our Customer Success team. Unlike a traditional backend engineer who only builds to a locked spec, or a business analyst who only gathers requirements and hands off, you own both. You move fast without losing the thread between what the customer actually needs and what gets built — replacing a split handoff model with continuous, end-to-end ownership.
You sit at the intersection of product engineer, customer success, and operations — working directly with the customer's business and technical teams, partnering with the Engagement Manager on account context and scope sign-off, and escalating to the Solution Architect (SA) when a solution needs architecture beyond your call.
What You'll Do
Discovery & Requirements
- Lead requirements discovery directly with the customer.
- Translate ambiguous business needs into a concrete, buildable scope
- Develop a prototype based on the gathered requirements if needed
- Validate discovered requirements against technical feasibility in real time, and flag scope risks to the Engage Manager or Solution Architect before committing to build
Configuration & Training
- Configure the Fano product to align with the identified specification.
- Write and maintain functional specifications and configuration documentation.
- Design and deliver customer training across admin and end-user audiences.
- Support customer to conduct UAT and triage defects along the way
Development & Integration
- Write production-quality integration code to connect Fano's platform with customers' existing systems
- Design and implement technical solutions that go beyond standard configuration.
- Conduct systems integration testing and resolve technical defects related to integration surfaced in UAT or production.
Delivery & Scope Ownership
- Own requirements, execution of integration and product configuration for your assigned project, partnering with Engage manager to have requirements sign-off
- Document recurring customer pain points and feed them back to Fano's product engineering team.
- Hand over cleanly to Production Support once the project is live.
What You Bring
Required Competencies
- Product Expertise : deep understanding across the Fano product suite: AI technology/models, configurations, integrations and end-to-end solutioning, able to present solution/product confidently to customers
- Subject Matter Expertise : deep understand of customer use cases and business scenarios across Fano’s served industries, including financial industry, telecom, government etc.
- Technical Expertise : coding, scripting, prompt engineering, and the ability to execute the required integrations
- Discovery Expertise: translating ambiguous business needs into a buildable technical scope and developing prototypes aligned with customer requirement
Mindset & Soft Skills
- Comfortable owning both discovery and build — no handoff to fall back on, and no separate checkpoint catching your scope calls.
- Bias for action: you ship code quickly to unblock customers, then iterate.
- High tolerance for ambiguity: you can turn “this doesn’t feel right” into a technical spec.
- Empathy for non-technical users: you explain complex issues in plain language to customer business stakeholders.
Required Experience
- 3–6 years combining hands-on technical delivery (integration, scripting, configuration) with requirements discovery or business analysis, Solutions Engineer, or similar customer-facing technical role.
- Experience with conversational AI, speech analytics, or NLP products.
- Strong proficiency in Python and Golang.
- Experience with REST APIs, webhooks, and data integration (JSON, CSV, XML).
- Working knowledge of SQL and at least one cloud platform (AWS, GCP, or Azure).
- Familiarity with Kubernetes, Linux/Unix command line and basic Docker usage.
- Banking & finance domain exposure preferred.
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