Forward Deployed Engineer

2 days ago

Melbourne, Australia or Singapore, SingaporeSenior

H1B Sponsor

Responsibilities

Lead discovery, scoping, system design, proof of concept, production rollout, and operational handoff for AI agent and LLM-powered solutions.
Build production-grade integrations, custom connectors, APIs, data pipelines, and RAG systems for Zendesk AI workflows.
Troubleshoot escalated issues involving data, infrastructure, and model behavior.
Collaborate with Sales Engineering, Product, Engineering, customer engineers, and executives to define and implement integration solutions.
Translate customer learnings into product feedback and prioritized roadmap items.
Travel to customer sites as needed, typically 25–50% and up to 50% as required.

5+ years of software engineering experience delivering production systems.
Proficiency in Python and JavaScript/TypeScript, with backend experience in Java, Ruby, or Go preferred.
Hands-on production experience deploying or integrating LLM-based solutions, including RAG, vector databases, model evaluation, and guardrails.
Practical experience with AWS, GCP, or Azure and containerized deployments using Docker and Kubernetes.
Experience designing secure data ingestion, ETL/data pipelines, and integrations with diverse data stores and message systems.
Strong communication, executive presentation, pair-programming, documentation, and runbook-writing skills.
Prior experience in Forward Deployed Engineering, Professional Services, Solutions Engineering, or Technical Account Management for enterprise AI or SaaS deployments is preferred.
Experience with LangChain, LlamaIndex, Haystack, Zendesk products and APIs, observability, ML/AI operationalization, data governance, PII handling, and enterprise security or compliance is preferred.
Ability to work onsite with customers and travel up to 50% as required.

Hybrid work model with intentional in-person collaboration at Zendesk offices and remote flexibility for part of the week.
Equal opportunity employment and reasonable accommodations for applicants with disabilities and disabled veterans.

5,001-10,000 employees

Move beyond deflection. Deliver real resolutions with self-improving AI agents that learn, adapt, and outperform, on every channel, on any platform.