Forward Deployment Engineer
LATAM (Contract; Remote)
About SupportLogic
SupportLogic is the leading enterprise Support Intelligence platform, helping the world’s most demanding B2B companies turn unstructured support signals into proactive action. Built on a CRM-Less Architecture with a Snowflake-backed Data Cloud, our platform spans Cognitive AI Cloud, Voice Agent, MCP Server, CRM Widgets, and a deep integrations hub— meeting customers where their data already lives instead of forcing them to rebuild on legacy ticketing systems.
We are at an inflection point. As enterprises move toward agent-first, headless support architectures, SupportLogic is defining the category. We are looking for a Principal Sales Engineer who is genuinely technical, deeply curious, and equally comfortable in a customer boardroom or a customer’s production VPC.
Overview of the role
As a Forward Deployment Engineer (FDE), you will be responsible for designing, developing, and implementing technical solutions for our SaaS-based support experience platform. The ideal candidate will have a strong technical background in PostgreSQL, Python, JSON, and CRM data architecture, as well as knowledge of customer support systems and processes. You will work closely with customers and internal teams to understand their technical needs and provide solutions that meet their requirements.
What you get to do in this role
- Serve as a trusted technical advisor to customers, recommending solutions that contribute to a best-in-class experience throughout the customer journey, including integrations, implementations, and product demonstrations.
- Define and document customer needs; design and deliver solutions using SupportLogic products, including sizing, Statements of Work (SOWs), and change orders for new and existing customers.
- Embed directly with strategic customers to accelerate time-to-value, writing production-quality code, building custom integrations, and shipping bespoke workflows on top of our platform.
- Build, debug, and harden data pipelines into Snowflake; tune signal extraction, sentiment, and predictive models against the customer’s actual support corpus.
- Develop reference implementations against our MCP Server and APIs; prototype agentic workflows that customers can adopt and extend.
- Be the engineer-in-the-room during high-stakes implementations: triage issues live, propose fixes, and drive them to closure with Product and Engineering.
- Propose improvements and innovations based on current market trends; build domain expertise across multiple industries and create reusable artifacts and demo environments around standard methodologies.
- Capture and channel field learnings and customer feedback into product requirements and assets that benefit the broader team.
Requirements
To be successful in this role you have:
- Strong written and verbal English communication skills
- 5+ years in a technical, customer-facing role (Solutions Architecture, Professional Services, or similar), with hands-on implementation and delivery experience in a SaaS environment.
- Experience designing holistic technical solutions to meet business needs, including working with multiple data sets across a variety of applications and systems.
- Proficiency with SQL and data platforms (Snowflake); experience with Docker and web services.
- Experience with one or more CRMS – Salesforce, Zendesk, ServiceNow, or Microsoft Dynamics, including configuration and implementation approaches.
- Familiarity with Python and AI tools such as Claude, OpenAI, or Cursor (a plus).
- Excellent interpersonal and communication skills, with an engaging presentation style and the ability to engage stakeholders at all levels.
- A self-starter mindset – comfortable diving into new technologies, self-learning, and articulating and implementing new ideas.
- Proven ability to prioritize and manage multiple engagements concurrently in a fast-paced, high-growth environment.
- Genuine passion for customer support and how great technology and teams can transform businesses.