Senior Staff Forward Deployed Solutions Engineer (Flow)

Quick Facts

• Role: Senior Staff Forward Deployed Solutions Engineer (Flow)

• Focus: Senior technical leadership for enterprise customer deployments of Flow (AI-native conversational automation)

Description

Lead the most complex Flow customer deployments as the senior technical authority, guiding strategic accounts from first demo and trial through long-term adoption and expansion. Architect solutions beyond current product capabilities, define field playbooks and standards, and mentor the forward deployed engineering team. Use customer field learnings to influence Flow’s roadmap and product strategy while owning outcomes across multiple strategic customers.

Responsibilities

• Lead technical design and delivery for strategic enterprise deployments, including SSO/identity architecture, multi-system integrations, and security/compliance reviews

• Build production-grade automations and workflows using Flow’s natural-language builder across enterprise tools

• Design knowledge and retrieval strategies across document sources to ensure accurate, sourced AI answers at enterprise scale

• Create scalable workarounds for product gaps and convert them into reusable patterns, reference architectures, and capabilities

• Own proof-of-concept and strategic evaluation efforts with sales and executive stakeholders

• Define and continuously improve onboarding so customers enable Flow quickly and reach production in one day

• Serve as a trusted advisor to customer IT directors and executives to align Flow with broader IT and operations strategy

• Use Flow analytics to build business cases, demonstrate value, and drive expansion

• Own multi-account health and adoption outcomes; identify risks early and resolve executive-level issues when needed

• Translate patterns across customers into product requirements and partner with product management and engineering

• Establish technical standards, playbooks, and tooling for the forward deployed function and scale them across teams

• Mentor solutions engineers and act as escalation point for the hardest issues

• Escalate and resolve critical customer issues end-to-end; reproduce bugs, isolate root causes, and work with core engineers

• Use Flow health, audit, and activity logs to diagnose outages and define monitoring and triage practices

Requirements

• 10+ years in customer-facing technical roles (forward deployed, solutions, or implementation engineering) in enterprise software, including leading strategic multi-system deployments

• Deep hands-on experience with REST APIs, scripting, automations, and webhooks

• Expert knowledge of SSO and identity architectures (SAML, OAuth, Okta, Entra ID) and enterprise security/compliance requirements

• Extensive experience with enterprise service management or collaboration platforms (ServiceNow, Jira, Slack, or Microsoft Teams)

• Strong understanding of AI and workflow automation, including prompt design, retrieval-augmented approaches, and evaluating AI answer quality/accuracy

• Proven ability to communicate and influence stakeholders from system administrators and security engineers to IT directors and executives

• Demonstrated ability to connect customer outcomes to broader IT and operations strategy and ServiceNow plans

• Track record of technical leadership and mentorship, and influencing product direction and cross-functional teams without direct authority

Benefits

• Base pay range: $171,900 - $300,800 (plus equity when applicable)

• Variable/incentive compensation and benefits

• Health plans, flexible spending accounts, 401(k) with company match, ESPP, matching donations

• Flexible time away plan and family leave programs