Senior Staff Forward Deployed Solutions Engineer (Flow)

Quick Facts

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

• Focus: Strategic enterprise solutions, technical architecture, and customer success

Description

Own technical outcomes for Flow deployments across complex enterprise accounts—from first demo and trial through long-term expansion. Lead solution architecture and production-grade automations, including SSO/identity, security and compliance reviews, multi-system integrations, and knowledge/retrieval strategies. Use field learnings to influence product strategy and raise technical standards across the forward deployed team.

Responsibilities

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

• Architect and build complex production automations and workflows using Flow’s natural-language builder across tools such as Okta, Microsoft Teams, Slack, Jira, Workday, Zoom, Microsoft 365, and ServiceNow

• Design knowledge and retrieval strategies across document sources (e.g., SharePoint, Google Drive, Box, Notion, ServiceNow knowledge base) to ensure accurate, sourced AI answers

• Create scalable workarounds when the product cannot yet handle requirements; turn them into reusable patterns and reference architectures

• Run proof-of-concept and strategic evaluation efforts with sales/executives to demonstrate value

• Define and improve onboarding/implementation so customers reach production quickly

• Act as a trusted advisor to customer IT and executives; align Flow with broader IT/operations strategy

• Use Flow analytics (usage, conversation allowances, automation results) to build business cases and drive expansion

• Own multi-account health/adoption outcomes; identify and mitigate risks early

• Translate customer patterns into product requirements; partner with product and engineering to prioritize delivery

• Provide voice of the customer for roadmap, architecture, and go-to-market discussions

• Establish technical standards, playbooks, and tooling; mentor IC3/IC4 engineers and serve as escalation for hardest issues

• Serve as final technical escalation for critical issues (e.g., API timeouts, sync errors, failed automations) and drive diagnosis to durable resolution

• Reproduce bugs, isolate root causes, and work with core engineers; use health/audit/activity logs to improve monitoring and triage practices

Requirements

• 10+ years in customer-facing technical roles (forward deployed/solutions/implementation) in enterprise software; leading strategic multi-system deployments

• Deep hands-on experience with REST APIs, scripting, automations, and webhooks, including designing and debugging integration architectures

• 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, Microsoft Teams)

• Strong understanding of AI and workflow automation (prompt design, retrieval-augmented approaches, evaluating accuracy/quality of AI answers)

• Ability to communicate and influence from admins/security engineers up to IT directors/executives

• Ability to connect customer outcomes to IT/operations strategy and to ServiceNow’s plans

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

Preferred

• Experience with service desk offerings

• Experience with AI-native or cloud-native enterprise products

• Background in product-led growth or consumption-priced software

• Experience building onboarding/implementation motion, playbooks, or a forward deployed function from scratch (startup experience helpful but not required)

Benefits

• Base pay guideline: $171,900–$300,800, plus equity (when applicable) and variable/incentive compensation

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

• Flexible time away plan and family leave programs