Forward Deployed Solutions Engineer

Responsibilities

• Own dealer implementations end-to-end, from kickoff through go-live and early hypercare.
• Configure solutions for each dealership by translating service-drive workflows and technology stacks into product configuration through structured discovery and collaboration with engineering.
• Validate that customer, availability, recall, and repair-order data flow correctly across systems before go-live.
• Train non-technical dealership staff to achieve full adoption and manage change throughout implementation.
• Manage implementation timelines, stakeholders, and go-live dates.
• Troubleshoot live issues by reproducing problems, reading logs, distinguishing configuration issues from product bugs, and documenting clear reproduction steps.
• Determine what to resolve directly versus escalate, and package escalations clearly for engineering.
• Write repeatable runbooks and standard operating procedures for future implementations and support handoff.
• Feed specific, reliable on-site insights back to the product team.

Requirements

• Hands-on integration and configuration experience using APIs, webhooks, or configuration tools, with end-to-end validation.
• Experience troubleshooting, diagnosing logs, reproducing issues, and isolating configuration problems from product bugs.
• Experience delivering customer training or enablement, ideally to non-technical audiences.
• Experience managing implementation or deployment projects from kickoff to go-live.
• Comfort validating and verifying data across systems.

Nice-to-haves

• Customer discovery and workflow-mapping experience.
• Issue triage and escalation experience in a customer-facing technical role.
• Light scripting or SQL experience.
• Experience writing runbooks, SOPs, or setup documentation.
• SaaS implementation and deployment methodology, including onboarding, go-live, and hypercare.
• Telephony and voice-AI concepts, including call flows, transfer and IVR logic, and voice-agent capabilities.
• REST APIs, webhooks, authentication, and integration patterns.
• Automotive retail or fixed-operations experience.
• Familiarity with dealership management and scheduling systems such as CDK, Reynolds, Tekion, Xtime, or myKaarma.
• Data structure and validation concepts.
• Support and escalation processes, including tiers, SLAs, and handoffs.
• Change management or adoption principles.
• Security and compliance basics, including PII handling and call-recording consent.

Benefits and Compensation

• Base salary of $70,000–$90,00 plus commission on renewals and expansion revenue.
• OTE of $120,000.
• Medical, dental, and vision coverage.
• 401(k) plan and equity.
• Paid time off, including vacation, sick leave, and paid holidays.
• Career growth opportunities within a growing Sales and Customer Success organization.
• Ongoing training and development.
• Collaborative, cross-functional team culture.