Implementation Engineer

Founded by a team of Facebook, Dropbox, and LinkedIn alumni in 2017, Forethought is on a mission to make every touchpoint between humans and organizations faster and more intelligent. Forethought is a leading Generative AI company providing customer service solutions that transform the customer experience. Our products enable seamless customer experiences by infusing human-centered AI at each stage of the customer support journey: resolving common cases instantly, predicting and prioritizing cases, and assisting agents with relevant knowledge-all from one AI platform.

Forethought has raised over $90M+ in venture capital from top investors including NEA, Sound Ventures, and Operator Collective. The company launched and won at TechCrunch Disrupt in 2018, was featured in Forbes 30 Under 30, and was recently recognized by G2 as a 2024 High Performer and Mid-Market Leader in Customer Support, as well as being awarded Best Est. ROI, and Easiest to do Business With in Customer Support for 2025.

We are tackling a $30B+ market opportunity, and we’re assembling a world-class team to help us get there. We are seeking a dedicated Implementation Engineer to join our dynamic team. As an Implementation Engineer, you will play a critical role in the successful deployment and configuration of our projects, working closely with clients to understand their needs and requirements. This role requires a combination of technical expertise, customer-centric approach, and problem-solving skills to ensure smooth implementation and customer satisfaction.

If you are passionate about leveraging technology to drive positive change and thrive in a client-facing role, we want to hear from you! Apply now to join our team and help us deliver exceptional solutions to our clients.

What You'll Be Doing (Responsibilities): 

• Lead the installation, configuration, and deployment of our solution according to client specifications and project timelines.
• Conduct thorough assessments of client systems, workflows, and integrations to ensure seamless integration with our platform.
• Work closely with clients to provide guidance, training, and support during the implementation process, ensuring a smooth transition and adoption of our solution.
• Troubleshoot technical issues and resolve challenges encountered during the implementation phase, escalating to internal teams as needed.
• Work on and train LLMs to enhance customer experience for clients
• Develop and maintain project documentation, including implementation plans, configuration guides, and training materials.
• Coordinate with cross-functional teams, including Development, Customer Support, and Product Management, to address client needs and deliver customized solutions.
• Provide regular updates and status reports to clients and stakeholders, ensuring transparency and alignment throughout the implementation lifecycle.
• Act as a trusted advisor to clients, offering insights, best practices, and recommendations to optimize their use of our solution and maximize ROI.

Who You Are (Requirements): 

• Bachelor's degree in Computer Science, Information Technology, Business Administration, or related field.
• Proven experience in technical consulting, implementation, or deployment roles within the SaaS industry.
• Strong understanding of software deployment methodologies, system integration, and configuration best practices.
• Experience working with customer support tools such as ZenDesk, SalesForce, Shopify, or similar platforms is preferred but not essential.
• Technical proficiency and ability to grasp complex concepts related to AI technology, APIs, and cloud-based solutions. Ideally experience with use/application of  LLMs
• Excellent communication skills, with the ability to effectively interact with clients, internal teams, and stakeholders at all levels.
• Strong problem-solving skills and ability to adapt to evolving project requirements and priorities. 
• Experience with Sentry, Kibana or other error logging tools preferred. 
• Customer-focused mindset with a passion for delivering exceptional service and driving positive outcomes for clients.