Forward Deployed Engineer

Ladders; United States; A distancia; USD 201.000 - 335.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Retirement match

Professional development allowance

Flexible PTO

Home office stipend

Parental leave

Health/Vision/Dental insurance

Remote-first culture

Descripción de la vacante

Ladders is seeking a Forward Deployed Engineer to guide strategic customers through onboarding, adoption, and ongoing success on a secure networking platform. You will act as a trusted technical advisor, collaborating with customers and internal teams to resolve issues and drive value from pre-sales through implementation and support.

This remote role emphasizes cross-functional teamwork with sales, product, and engineering to elevate feedback, manage escalations, and improve customer outcomes.

Formación

• 6+ years in a technical role, with 2+ years in customer-facing positions.
• Experience with enterprise customers in a consultative role.
• Networking, VPN and security knowledge; AWS/GCP/Azure, Docker and Kubernetes familiarity.
• Experience as Technical Support Engineer / Solutions Engineer / Customer Success Engineer in SaaS.
• Ability to simplify complex technical concepts for diverse audiences.
• Proficient analytical and troubleshooting skills.

Responsabilidades

• Lead onboarding for strategic customers to ensure quick adoption.
• Provide technical support and resolve issues across the platform.
• Conduct Quarterly Business Reviews with customers to analyze usage and metrics.
• Build relationships with customers, serving as a trusted advisor and optimizing their use of the platform.
• Act as the voice of the customer, sharing feedback with product and engineering teams.
• Collaborate with sales, product, and engineering teams for smooth transitions and escalations.
• Develop technical documentation and self-service resources for customer support.

Conocimientos

Networking & security

Cloud platforms (AWS/GCP/Azure)

Docker & Kubernetes

Customer-facing communication

Troubleshooting & analytics

Herramientas

Docker

Kubernetes

Descripción del empleo

For our client, we are seeking a Forward Deployed Engineer to join the team of a leader in the Information Technology space.

This role will focus on guiding strategic customers through onboarding, technical adoption, and ongoing success with a secure networking platform. You will serve as a trusted technical advisor, partnering closely with customers to resolve issues, improve usage, and ensure smooth transitions from pre-sales through implementation and support. The position also requires strong collaboration with sales, product, and engineering teams to elevate customer feedback, drive escalations, and improve the overall customer experience.

Location: Remote

Compensation: $201,000 – $335,000 annually

Responsibilities

• Lead onboarding for new strategic customers to ensure quick adoption of the platform
• Provide technical support and resolve issues across the platform
• Conduct Quarterly Business Reviews with customers to analyze usage and metrics
• Build relationships with customers, serving as a trusted advisor and optimizing their use of the platform
• Act as the voice of the customer, sharing feedback with product and engineering teams
• Collaborate with sales, product, and engineering teams for smooth transitions and escalations
• Develop technical documentation and self-service resources for customer support

Qualifications

• 6+ years in a technical role, with 2+ years in customer-facing positions
• Experience with enterprise customers in a consultative role
• Strong networking, VPN, and security knowledge; familiar with AWS, GCP, Azure, Docker, and Kubernetes
• Prior experience as a Technical Support Engineer, Solutions Engineer/Architect, or Customer Success Engineer in SaaS
• Ability to simplify complex technical concepts for diverse audiences
• Proficient analytical and troubleshooting skills; able to resolve complex technical issues

Benefits

• Inclusive, flexible work environment promoting authenticity
• Competitive total compensation with salary and equity incentives
• Comprehensive health, vision, and dental benefits without a waiting period
• Remote-first culture with virtual and in-person social events
• Employer-funded retirement match up to 0.75% of eligible compensation
• Opportunities for personal growth with $1500 USD for professional development annually
• Flexible paid time off to support work-life integration
• Customized home office setup including a company laptop and reimbursement for internet
• Generous paid parental leave program for new parents

Our client is an equal opportunity employer. We encourage you to apply even if you don’t meet every qualification—your background could be exactly what this team needs.