Forward Deployed Engineer (FDE)

About the Role

Immuware's customers, including Employee Health nurses; occupational health managers; and compliance professionals, work in one of the most requirement-heavy environments in healthcare IT. Regulations shift. Organizational structures change. New workflows emerge. Each of these changes often means hands-on work is needed inside their Immuware environment.

The Forward Deployed Engineer (FDE) exists to meet that need. It's a technical role embedded in the post-sales customer experience. It is not account management, not billable project work, and not break-fix support. The FDE shows up on customer calls, understands exactly what a health-system nurse manager is trying to accomplish, and gets it done. This is a process that happens through configuration, scripting, integrations, or code, and by partnering with product and engineering when the problem is bigger than one person.

The FDE owns the technical depth: live solutioning, hands-on building, and the bridge between customer needs and internal product and engineering teams.

What You'll Do

As our Forward Deployed Engineer (FDE) you will own the technical resolution of customer problems end to end, from understanding the need, building the fix, landing it with product and engineering when it's bigger than you, to ultimately serve as the bridge between customer needs and internal product and engineering teams. You're measured on customer outcomes, not on activity.
This role partners closely with our Customer Success Managers, who own the overall customer relationship, strategy, and commercial outcomes.

Technical Solutioning & Building

• Lead regular (often weekly) technical working sessions with customers to address actively evolving needs driven by regulatory changes, organizational shifts, and workflow updates.
• Configure, script, and-where it's the right tool-write code to solve customer needs: workflow setup, rule-building, field configuration, user and role management, reporting, data corrections, integrations, and small platform changes.
• Translate complex Employee Health requirements (OSHA compliance, state-specific immunization mandates, system credentialing workflows, and the like) into solutions that actually work for our clients, in the Immuware platform (open to suggestions!).
• Question the requirements: Challenge requests that don't serve the customer's real goal, and choose the simplest solution that solves the underlying problem.
• Thoroughly document your solution designs in Notion, while updating live items in Jira, to ensure they are repeatable and transferable.
• Generalize your work. Turn one-off fixes into reusable templates, decision trees, or product improvements so the next customer benefits.
• Triage net-new module or record-type additions that need a formal Letter of Work (LOW) and/or an ARR change (expansion) to CSMs and Professional Services.

Customer Partnership

• Serve as the technical counterpart to CSMs on customer calls. CSMs handle the relationship; you handle "how do we make it work."
• Working alongside the CSMs, lead deeper, in-depth customer education beyond basic platform navigation, run workflow specific walkthroughs, and re-train as staff turnover and organizational change creates knowledge gaps.
• Build trusted-advisor relationships with power users and technical contacts at customer organizations.
• Spot configuration gaps or risks before they turn into escalations.
• Stay aware of each assigned customer's environment, history, and upcoming needs.

Product & Engineering Collaboration

• Partner directly with product and engineering: open pull requests, pair on fixes, and reproduce or root-cause issues in the codebase where you can.
• Monitoring surface patterns across customers: repeated requests, regulatory gaps, and workflow limitations, and bring them to Product with specificity and customer context.
• Contribute to the internal knowledge base: common configurations, decision trees, scripts, and workarounds, so the team scales.

Support Bridge & Scoping

• Fix what you can, and hand off a clean, dev-ready ticket for what you can't. Identify potential bugs or system issues, partner with development to solve for the root cause, and reproduce solutions at scale.
• Write clear, well-scoped bug reports and feature requests that enable engineering to act without back-and-forth.
• Confidently identify and navigate between "I can fix this," "this needs a support ticket," and "this needs a product change."

What This Role Is Not

• Not account ownership. CSMs own renewals, expansion, and the executive relationship. The FDE supports those relationships through technical excellence.
• Not billable Professional Services. PS handles formal implementation projects with SOWs. The FDE handles ongoing, post-go-live technical needs as part of the customer's subscription.
• Not the L1/L2 support queue. The support team owns routine bug triage. This FDE will do deeper scoping and fixes, ensuring a clean handoff. It does not replace the support workflow.

You'll Thrive in This Role If You

• Are energized by customer calls and like solving problems live, not async.
• Can read a healthcare compliance requirement and immediately start thinking about how to model and build it in a SaaS platform.
• Have a builder's mindset: you're systematic, you test your own work, you write code when it's the right tool, and you don't leave a solution half-done.
• Can switch comfortably between explaining something to an IT admin, a head nurse, a customer executive, and your own engineering team.
• Are naturally organized. You manage several customers with different environments and needs at once.
• Get frustrated by workarounds and push internally for real solutions.

Required Qualifications

• 5+ years in a technical, customer-facing role (solutions engineer, implementation consultant, technical account manager, or forward deployed engineer) handling client resolutions, both live (virtually) and post meeting action items, and know how to navigate delays while staying calm under pressure and maintaining the clients trust.
• 4-5 years navigating Azure, JavaScript, and Typescript with a strong background in SQL and Azure SQL database management.
• 2-3+ experience operating in Notion and Jira.
• Proficiency in C#, and comfort reading a codebase, debugging, and writing scripts or small features. Track record of building on SaaS platforms, not just toggling settings: creating non-trivial workflows, rules, forms, reports, integrations, or role and permission structures.
• Drive and ownership: You are comfortable and familiar with identifying the crux of large, enterprise customers' problems and outline additional potential issues as well. Then you own the solution outcome, driving these problems to resolution on your own instead of handing them off.
• Strong written and verbal communication: You're credible with a customer's executives and technical staff and with internal product and engineering teams, and comfortable leading technical working sessions with non-technical stakeholders.
• You handle delays, bugs, and scope pushback while keeping the customer's trust.
• Structured problem-solving: You have experience scoping an issue for large, enterprise clients, find the root cause, and propose a solution in a live setting and navigate how to implement these solutions to our smaller accounts.
• Comfort working without a playbook: you'll hit novel problems regularly and need to adapt as policies and regulations change.
• Written reporting experience: familiarity writing clear, well-scoped bug reports and feature requests that engineering teams can act on.

Preferred Qualifications

• Experience in healthcare IT, Employee Health, or occupational health.
• Familiarity with immunization tracking, credentialing workflows, or OSHA and state health reporting requirements.
• Familiarity with APIs and integrations, plus comfort with SQL or scripting for data investigation and fixes.
• Prior use of Immuware or similar platforms (Tyto Care, Equifax I-9, or Symplr).

What Success Looks Like

30 days: Support an active deal

Within the first month, you will have built context on the healthcare customers motion, platform capabilities, common implementation needs, and regulated data considerations. They are supporting an active customer engagement with guidance.

60 days: Lead a solo engagement

After two months, you are now independently leading a scoped customer sync, having built trust with customers technical teams, and delivering against customer requirements and timelines.

90 days: Own multiple, concurrent engagements

At three months in, you are now independently managing multiple healthcare customer engagements, contributing reusable playbooks and tooling, and surfacing product feedback that helps convert bespoke implementation patterns into scalable capabilities.