Forward Deployed Engineer

5 days ago

San Francisco, CA, United States Serval Full time
Who We Are

At Serval, we're building the AI platform for IT teams. Our goal is to take on legacy players like ServiceNow, a $230+ bn company, by deploying AI agents to resolve IT issues instead of humans.

Serval "automates the automation," using a natural language-to-code workflow builder and AI agents that discover and deliver automations for tedious IT workflows.

Our mission is to free IT departments from the #helpdesk channel by creating the simplest way to automate employee onboarding/offboarding, software access management, and the long tail of employee requests. Long term, our vision extends to developing a universal workflow automation and enterprise service management platform for all business functions.

Serval was founded by product and engineering leaders from Verkada and is backed by industry-leading investors like First Round, General Catalyst, Alt Capital, and Box Group.

Role Overview

As an early Forward Deployed Engineer at Serval, you'll play a key role in advancing the product and ensuring customer success from proof-of-concept through implementation and beyond. You'll partner closely with customers during pilots, lead onboarding and migrations from legacy systems, and contribute directly to product improvements. This role is perfect for engineers excited to get hands-on with customers, collaborate cross-functionally, and be a scrappy problem-solver at a high-energy startup.

You'll be a critical link between our product, engineering, and customers-translating complex requirements into actionable solutions and enabling smooth adoption of our AI automation platform.

What You'll Do
  • Lead Customer Pilots: Collaborate with prospects to design and execute highly technical proof-of-concept implementations, showcasing Serval's capabilities and value.
  • Build Product: You will be expected to write production-ready code to build on our product's capabilities and meet customer needs.
  • Push the Frontier of Agentic IT Automation: Ensure Serval's AI agents get smarter every week and deliver reliable, high-quality outcomes for customers.
  • Implement & Onboard: Guide new customers through the onboarding process, including system setup, configuration, and best practices.
  • Code Workflows: Use our workflow builder and write custom code to build workflow automations for complex business logic.
  • Migrate from Legacy Systems: Develop and execute migration plans that minimize disruption, ensuring seamless adoption of Serval's platform.
  • Provide Technical Post-Sales Support: Serve as the go-to technical resource for customers, troubleshooting issues and advocating for their needs internally.
  • Collaborate Cross-Functionally: Work with product and broader engineering team to relay customer feedback, shape feature requests, and deliver high-impact solutions.
  • Educate & Empower: Conduct training sessions and create documentation that helps customers become self-sufficient with Serval's technology.
What You'll Need
  • 2+ years of experience in an engineering role, ideally with close customer interaction (e.g., Product Engineer, Forward Deployed Engineer).
  • Technical Aptitude: Comfortable working with APIs, scripting, and shipping production code to configure solutions and troubleshoot issues.
  • Customer-Focused Mindset: Track record of successfully guiding customers from pilot to launch, with a genuine passion for customer satisfaction.
  • Self-Motivated & Adaptable: Excited to thrive in a fast-paced, early-stage environment-ready to pivot quickly and handle multiple priorities.
  • Strong Communication Skills: Capable of translating complex technical concepts to both technical and non-technical stakeholders.
  • Problem-Solving Approach: Scrappy and creative in finding quick, effective solutions to technical challenges.
Bonus Points
  • Previous startup experience as an early technical hire.
  • Familiarity with IT, security, or service management domains, giving you a head start understanding our customers and their workflows.
What We Offer
  • Impact: Shape the customer experience for our AI-driven platform, directly influencing Serval's product and trajectory.
  • Growth: Be a founding member of Serval's forward deployed team. Accelerate your career as Serval scales rapidly.
  • Culture: Join a fast-paced team that values velocity, high performance, and fun.

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