Forward Deployed Engineer

Fano (Fano Labs); Hong Kong; On-site; HKD 520,000 - 940,000; Full time

Job summary

Fano Labs in Hong Kong is seeking a Forward Deployed Engineer to join the Customer Success team. You will own both discovery and delivery, bridging customer needs with what gets built across product, engineering and operations.

You will work directly with customers and engagements, configure the product, write specs, train users, and deliver end-to-end integrations, while guiding projects from requirements to live deployment.

Qualifications

• 3–6 years combining hands-on technical delivery (integration, scripting, configuration) with requirements discovery or business analysis, Solutions Engineer, or similar customer-facing technical role.
• Experience with conversational AI, speech analytics, or NLP products.
• Strong proficiency in Python, Golang and Python
• Experience with REST APIs, webhooks, and data integration (JSON, CSV, XML).
• Working knowledge of SQL and at least one cloud platform (AWS, GCP, or Azure).
• Familiarity with Kubernetes, Linux/Unix command line and basic Docker usage.

Responsibilities

• Lead requirements discovery directly with the customer.
• Develop a prototype based on the gathered requirements if needed
• Validate discovered requirements against technical feasibility in real time, and flag scope risks to the Engage Manager or Solution Architect before committing to build
• Configure the Fano product to align with the identified specification.
• Write and maintain functional specifications and configuration documentation.
• Design and deliver customer training across admin and end-user audiences.
• Support customer to conduct UAT and triage defects along the way
• Write production-quality integration code to connect Fano's platform with customers' existing systems
• Design and implement technical solutions that go beyond standard configuration.
• Conduct systems integration testing and resolve technical defects related to integration surfaced in UAT or production.
• Own requirements, execution of integration and product configuration for your assigned project, partnering with Engage manager to have requirements sign-off
• Step into the project management role when no PM is assigned to the project — build and maintain the project plan, track progress against milestones, and manage timeline and risks alongside your delivery work
• Document recurring customer pain points and feed them back to Fano's product engineering team.
• Hand over cleanly to Production Support once the project is live.

Skills

Python

Golang

REST APIs

SQL

JSON

XML

Docker

Kubernetes

Cloud Platforms

Tools

Docker

Kubernetes

AWS

Job description

We are looking for a Forward Deployed Engineer (FDE) to join our Customer Success team. Unlike a traditional backend engineer who only builds to a locked spec, or a business analyst who only gathers requirements and hands off, you own both. You move fast without losing the thread between what the customer actually needs and what gets built — replacing a split handoff model with continuous, end-to-end ownership.

You sit at the intersection of product engineer, customer success, and operations — working directly with the customer's business and technical teams, partnering with the Engagement Manager on account context and scope sign-off, and escalating to the Solution Architect (SA) when a solution needs architecture beyond your call.

What You’ll Do

Discovery & Requirements

• Lead requirements discovery directly with the customer.
• Develop a prototype based on the gathered requirements if needed
• Validate discovered requirements against technical feasibility in real time, and flag scope risks to the Engage Manager or Solution Architect before committing to build

Configuration & Training

• Configure the Fano product to align with the identified specification.
• Write and maintain functional specifications and configuration documentation.
• Design and deliver customer training across admin and end-user audiences.
• Support customer to conduct UAT and triage defects along the way

Development & Integration

• Write production-quality integration code to connect Fano's platform with customers' existing systems
• Design and implement technical solutions that go beyond standard configuration.
• Conduct systems integration testing and resolve technical defects related to integration surfaced in UAT or production.

Delivery & Scope Ownership

• Own requirements, execution of integration and product configuration for your assigned project, partnering with Engage manager to have requirements sign-off
• Step into the project management role when no PM is assigned to the project — build and maintain the project plan, track progress against milestones, and manage timeline and risks alongside your delivery work
• Document recurring customer pain points and feed them back to Fano's product engineering team.
• Hand over cleanly to Production Support once the project is live.

What You Bring

• Product Expertise: deep understanding across the Fano product suite: AI technology/models, configurations, integrations and end-to-end solutioning, able to present solution/product confidently to customers
• Subject Matter Expertise: deep understand of customer use cases and business scenarios across Fano’s served industries, including financial industry, telecom, government etc.
• Technical Expertise: coding, scripting, prompt engineering, and the ability to execute the required integrations
• Discovery Expertise: translating ambiguous business needs into a buildable technical scope and developing prototypes aligned with customer requirement

Mindset & Soft Skills

• Comfortable owning both discovery and build — no handoff to fall back on, and no separate checkpoint catching your scope calls.
• Bias for action: you ship code quickly to unblock customers, then iterate.
• High tolerance for ambiguity: you can turn “this doesn’t feel right” into a technical spec.
• Empathy for non-technical users: you explain complex issues in plain language to customer business stakeholders.

Required Experience

• 3–6 years combining hands-on technical delivery (integration, scripting, configuration) with requirements discovery or business analysis, Solutions Engineer, or similar customer-facing technical role.
• Experience with conversational AI, speech analytics, or NLP products.
• Strong proficiency in Python, Golang and Python
• Experience with REST APIs, webhooks, and data integration (JSON, CSV, XML).
• Working knowledge of SQL and at least one cloud platform (AWS, GCP, or Azure).
• Familiarity with Kubernetes, Linux/Unix command line and basic Docker usage.