Senior Solutions Engineer

Founded by a team of Facebook, Dropbox, and LinkedIn alumni in 2017, Forethought is on a mission to make every touchpoint between humans and organizations faster and more intelligent. Forethought is a leading AI company providing customer service solutions that transform the customer experience. Our products enable seamless customer experiences by infusing human-centered AI at each stage of the customer support journey: resolving common cases instantly, predicting and prioritizing cases, and assisting agents with relevant knowledge—all from one AI platform. 

Forethought has raised over $92M in VC funding from top investors including STEADFAST Capital Ventures, New Enterprise Associates (NEA), Ashton Kutcher and Guy Oseary's Sound Ventures, Gwyneth Paltrow, NBA Vet Baron Davis, Robert Downey Jr., Sean "Diddy" Combs, LL Cool J, and the CEOs of Robinhood, Carta, and Qualtrics. In 2018, Forethought launched and won at TechCrunch Disrupt—the world's most prestigious startup competition—and was featured in Forbes 30 Under 30. More recently, Forethought was listed as one of Forbes’ Next Billion-Dollar Startups.

We are tackling a growing $30B+ market, fueled by the global demand for automation, and we’re assembling a world-class team to help us get there. We're looking for an experienced Implementation/Solutions Engineer (5+ years of experience) who has experience with Python, SQL, and data/machine learning fundamentals to join our Solutions Engineering team as a Senior Solutions Engineer. You’ll work closely with our Customer Success, Customer Support, and Engineering teams to implement our solutions to customers, help troubleshoot issues our customers are experiencing, and optimize our processes. We're looking for folks with a growth mindset, who love to solve the world's hardest problems, and want to have an impact on the world.

What You'll Be Doing (Responsibilities): 

• Become an expert on the Forethought AI platform and related solutions, and lead the implementation project from start to finish as the main technical point of contact with clients
• Analyze customer datasets with Python to train, optimize, and deploy AI models
• Define and document functional and technical requirements, determine project scope
• Continuously acquire deep product knowledge and learn new technologies
• Troubleshoot and resolve technical and business questions related to general product knowledge, implementation, training, software configuration, individual user issues, and other Forethought related questions, while meeting timelines and quality goals
• Report bugs/issues to engineering and trends to CX and product teams
• Participate in a rotating on-call schedule for emergency technical support assistance
• Participate in developing new reusable code, tooling, and processes to help scale and optimize implementation approaches
• Serve as a mentor to more junior team members

Who You Are (Requirements): 

• 5+ years in a customer-facing engineering role (implementation, field engineering, technical support, solutions engineering) 
• Experience mentoring other engineers (preferred but not required)
• Strong skill set around managing deadlines, priorities, and blockers
• A customer experience oriented mindset. Strong verbal and written communication skills, and experience simplifying technical topics for customers 
• Proficient with Python (or at least one scripting language) and bash 
• Experience working with API's
• Understanding of data analytics technology stacks and workflows, from ETL to data platform design to BI and analytics tools
• Strong skills in database querying using SQL and/or MongoDB, data processing and data analytics
• Familiarity with machine learning fundamentals
• Problem Solver - You’re a creative thinker who loves implementing simple and elegant solutions that solve real customer issues.

**The anticipated salary range for this role based in San Francisco, CA will be approximately $190k-240k (base). This amount does not include bonuses or equity that will also be included in the offer. 

What You Get (Benefits):

• A chance to be an early member of a hyper-growth startup with equity to match
• An opportunity to help us define a new market within AI
• Ability to solve challenging problems with a world-class team
• A low-ego company culture that is obsessed with feedback and helping each other grow
• Hybrid work structure that allows you to choose where you get your best work done
• Competitive medical, dental, and vision coverage
• Paid maternity, paternity, & adoption leave
• Unlimited paid time off