AI Solutions Engineer — Field Presales

Zendesk, Inc.; Singapore; Hybrid; SGD 180,000 - 320,000; Full time

Job summary

Zendesk is seeking a Forward Deployed Engineer to join the Technical Presales team. You’ll be embedded with strategic customers to design, build, and deliver production-grade AI solutions that unlock measurable ROI, translating needs into robust integrations and LLM-powered workflows.

The role blends software engineering with strategic consulting, requires 5+ years of building production systems, and involves travel up to 50% to customer sites.

Qualifications

• 5+ years software engineering experience delivering production systems.
• Proficient in Python and JavaScript/TypeScript; experience with at least one backend language (Java, Ruby, or Go) preferred.
• Hands-on experience deploying or integrating LLM-based solutions in production (RAG, vector DBs, model evaluation).
• Practical experience with cloud platforms (AWS/GCP/Azure) and containerized deployments (Docker, Kubernetes).
• Comfortable working onsite with customers and traveling up to 50% as required.
• Prior FDE, Professional Services, Solutions Engineering, or Technical Account Management experience delivering enterprise AI or SaaS deployments.
• Experience with specific LLM tooling and frameworks (LangChain, LlamaIndex, Haystack, or similar).
• Familiarity with Zendesk products and APIs, or experience integrating customer support/contact-center platforms.
• Background in observability and operationalization of ML/AI (monitoring, SLOs, cost controls, retraining pipelines).
• Experience with data governance, PII handling, and enterprise security/compliance constraints.

Responsibilities

• Lead end-to-end technical delivery of AI agent and LLM-powered solutions: discovery, scoping, system design, PoC, production rollout, and operational handoff.
• Build production-grade integrations and custom connectors (APIs, data pipelines, RAG systems) to surface high-quality signals into Zendesk AI workflows.
• Troubleshoot and resolve escalated technical blockers across data, infra, and model behavior.
• Act as the field’s final line of defense for complex issues.
• Collaborate closely with Sales engineering and product teams to map undocumented systems, define integration patterns, and implement solutions.
• Translate customer learnings into product feedback and prioritized roadmap items; partner with Zendesk Product and Engineering to reduce future deployment friction.

Skills

Software engineering

Python

JavaScript/TypeScript

Backend development

LLM / AI

Tools

Docker

Kubernetes

LangChain

LlamaIndex

Haystack

Job description

Zendesk is seeking a Forward Deployed Engineer to join the Technical Presales team. You’ll be embedded with strategic customers to design, build, and deliver production-grade AI solutions that unlock measurable ROI, translating needs into robust integrations and LLM-powered workflows.

The role blends software engineering with strategic consulting, requires 5+ years of building production systems, and involves travel up to 50% to customer sites.