Remote Forward Deployed Engineer: Customer Success

Ladders; United States; Remote; USD 201,000 - 335,000; Full time

Benefits offered by this job

Retirement match

Professional development allowance

Flexible PTO

Home office stipend

Parental leave

Health/Vision/Dental insurance

Remote-first culture

Job summary

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.

Qualifications

• 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.

Responsibilities

• 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.

Skills

Networking & security

Cloud platforms (AWS/GCP/Azure)

Docker & Kubernetes

Customer-facing communication

Troubleshooting & analytics

Tools

Docker

Kubernetes

Job description

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.