Forward Deployed Engineer
Posted 3 days ago
The role in short
Lead customer rollouts and build custom AI agents, workflows, and integrations within the customer's environment to extend the Harmony platform.
About Harmony
Harmony gives every employee an always-on expert for every service request, inside the tools they already use. Deployed inside Slack and Microsoft Teams, its agents draw on a context graph connecting each employee's identity, devices, applications, and history, resolving requests across IT, HR, finance, procurement, and legal automatically, before a ticket ever opens.
With 100+ prebuilt agents that deploy in days, not months, and a 70% no-touch resolution rate, Harmony removes the manual work from enterprise service without removing the humans who should own the hard problems. Built for IT and HR teams that are done waiting for their service platform to catch up with the rest of the business.
About the Role
Harmony is building an enterprise service management platform that runs itself. We need a Forward Deployed Engineer who takes new customers from signed contract to live, then makes Harmony work harder for them by building, configuring and extending our agents inside their environment.
This is an engineering role that sits with the customer. You’ll lead rollouts, write code when the out-of-the-box product isn’t enough, and be the technical advisor IT and HR leaders rely on. When a customer needs a complex agent built, you build it.
What You’ll Do
- Lead rollouts for new accounts, from handoff with Solutions Engineering to go-live: integrations, configuration, agent setup and launch
- Build tailored solutions on top of Harmony when needed: complex agents, custom workflows, integrations and scripts
- Own health and adoption metrics for your accounts, and ship the changes that move them
- Run customer enablement and on-site technical sessions with IT and HR teams
- Act as technical advisor to customer IT leaders on getting the most out of Harmony across IT, HR, finance and beyond
- Partner with Support on escalations that need deep knowledge of the platform or the customer’s environment
- Turn what you build in the field into reusable agents, templates and product feedback for Product and Engineering
- Build internal tooling and automation that makes deployments faster and repeatable
What We’re Looking For
Required Qualifications
- 3+ years as a TAM, Customer Success Engineer or Architect, FDE, or in a similar customer-facing technical role
- Hands-on with APIs, webhooks, authentication (OAuth, SSO) and data integrations
- Experience building with LLMs or AI agents: prompting, tool calling, multi-step workflows
- Can own a customer deployment end to end and explain technical tradeoffs to a VP of IT
- Clear communicator, in writing and in the room
- Uses AI tools (Claude, ChatGPT, Copilot) as a natural part of how you work
Preferred Qualifications
- Coding experience
- Familiarity with ITSM concepts and enterprise IT environments
- Experience at an early-stage B2B SaaS or AI company
What We Offer
- Competitive salary and benefits package
- Comprehensive health, dental, and vision benefits
- 401(k) with company match
- A collaborative, fast-moving team in Downtown Manhattan
Equal Employment Opportunity Harmony is an equal opportunity employer. We celebrate the diverse backgrounds, perspectives, and experiences that make our team stronger. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, marital status, pregnancy, veteran status, or any other characteristic protected by applicable federal, state, or local law.
Prep for this interview
2 questions likely to come up at Harmony, each matched to a line in this posting.
- 1Integrations and APIs
They wrote: “Hands-on with APIs, webhooks, authentication (OAuth, SSO) and data integrations”
Walk me through connecting our product to a customer's internal system that has no documentation.
How to answer
Why they ask: This happens weekly in the job. They want a calm, step-by-step method.
- Find who owns the system and get read access to a test environment
- Watch real traffic or logs to learn the data shapes
- Build a thin adapter with logging around every call
- Agree on how failures get reported, and who fixes what
Tip: Talk about finding the owner of the system first. The code is the easy part.
- 2LLMs, RAG and agents
They wrote: “Experience building with LLMs or AI agents: prompting, tool calling, multi-step workflows”
A customer wants a chatbot over their internal documents. How do you build it?
How to answer
Why they ask: RAG is the most common first project. They want the whole path, from messy files to answers people trust.
- Collect and clean the documents; handle permissions per user
- Split them into chunks, embed, and store with source links
- Retrieve, then answer with citations; say “I don't know” when retrieval is weak
- Build a test set of real questions with expected answers before launch
Tip: Spend more time on the data and on testing than on the model.
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