Implementation Engineer

Launched in 2018, Forethought is the first AI-native platform for enterprise customer support, built on a multi-agent architecture for omnichannel resolution. Trusted by leading companies like Upwork, Grammarly, Airtable, and Datadog, Forethought’s AI agents resolve billions of monthly support issues. The company has raised $115M+ in venture funding from top investors, including Blue Cloud Ventures, NEA, Village Global, and Sound Ventures, G2 has recognized Forethought as a High Performer in 2024 and Mid-Market Leader, 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.

What You Get:

• A chance to be an early member of a hyper-growth startup with equity to match
• An opportunity to help us define a new market within AI
• Ability to solve challenging problems with a world-class team
• A low ego company culture that is obsessed with feedback and helping each other grow
• A distributed team, with a flexible approach to work that allows you to choose how you best work
• Health Insurance
• Paid maternity, paternity & parental leave
• Company wide wellness days