Implementation 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 Generative 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 $90M+ in venture capital from top investors including NEA, Sound Ventures, and Operator Collective. The company launched and won at TechCrunch Disrupt in 2018, was featured in Forbes 30 Under 30, and was recently recognized by G2 as a 2024 High Performer and Mid-Market Leader in Customer Support, as well as being awarded Best Est. ROI, and Easiest to do Business With in Customer Support for 2025.

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 Implementation Engineer who has experience with Python and SQL to join our Implementation Engineering team. In this role, you’ll work closely with our Customer Success, Customer Support, and Engineering teams to implement our software, help troubleshoot issues our customers are experiencing, and optimize our processes. We're looking for someone with a growth mindset, who loves to solve the world's hardest problems and wants to make an impact in their role. 

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

Who You Are (Requirements): 

• 2+ years of experience in a customer-facing engineering role (implementation, field engineering, technical support, solutions engineering) 
• 2+ years of experience scripting and/or coding in Python
• Experience working with API's, database querying using SQL and/or MongoDB, data processing and data analytics
• Customer experience oriented mindset
• Ability to manage deadlines, priorities, and blockers
• Strong verbal and written communication skills, and experience simplifying technical topics for customers
• Understanding of data analytics technology stacks and workflows, from ETL to data platform design to BI and analytics tools
• Familiarity with machine learning fundamentals