Implementation Engineer, Forethought
East Coast Preferred
AI for customer support teams
Be an early applicant
AI for customer support teams
101-200 employees
Be an early applicant
East Coast Preferred
101-200 employees
Company mission
To unlock human potential through artificial intelligence, starting with transforming customer service on the leading AI platform for customer-first experiences.
Role
Who you are
- Bachelor's degree in Computer Science, Information Technology, Business Administration, or related field
- Proven experience in technical consulting, implementation, or deployment roles within the SaaS industry
- Strong understanding of software deployment methodologies, system integration, and configuration best practices
- Experience working with customer support tools such as ZenDesk, SalesForce, Shopify, or similar platforms is preferred but not essential
- Technical proficiency and ability to grasp complex concepts related to AI technology, APIs, and cloud-based solutions. Ideally experience with use/application of LLMs
- Excellent communication skills, with the ability to effectively interact with clients, internal teams, and stakeholders at all levels
- Strong problem-solving skills and ability to adapt to evolving project requirements and priorities
- Experience with Sentry, Kibana or other error logging tools preferred
- Customer-focused mindset with a passion for delivering exceptional service and driving positive outcomes for clients
What the job involves
- Lead the installation, configuration, and deployment of our solution according to client specifications and project timelines
- Conduct thorough assessments of client systems, workflows, and integrations to ensure seamless integration with our platform
- Work closely with clients to provide guidance, training, and support during the implementation process, ensuring a smooth transition and adoption of our solution
- Troubleshoot technical issues and resolve challenges encountered during the implementation phase, escalating to internal teams as needed
- Work on and train LLMs to enhance customer experience for clients
- Develop and maintain project documentation, including implementation plans, configuration guides, and training materials
- Coordinate with cross-functional teams, including Development, Customer Support, and Product Management, to address client needs and deliver customized solutions
- Provide regular updates and status reports to clients and stakeholders, ensuring transparency and alignment throughout the implementation lifecycle
- Act as a trusted advisor to clients, offering insights, best practices, and recommendations to optimize their use of our solution and maximize ROI
Our take
Forethought is an innovative artificial intelligence platform, which builds and customizes agents that then manage enterprise workflows. Its main solution is Agatha, an intelligent machine learning-based assistant that plays an active role within customer support teams.
The service provided by the company makes it possible for businesses to reduce the workload of agents, while also responding to customer service tickets more rapidly. The platform is able to deliver useful information, which enables customers to resolve issues such as password resetting or changing account settings, without needing to involve customer service agents.
Driven by intelligent algorithms, Forethought recognizes gaps in the knowledge and documentation of companies, enabling them to improve their support operations and get better information to customers.
In 2024, consumer retail spending via chatbots reached $142 billion globally. Forethought is well placed to grab a decent portion of this market, especially following the release of SupportGPT, the world's first generative AI platform for customer support, which the company built with the help of OpenAI's technology.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
-18% employee growth in 12 months
Company
Funding (last 2 of 3 rounds)
Dec 2021
$65m
SERIES C
Oct 2020
$17m
SERIES B
Total funding: $91m
Company 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
Company HQ
Financial District, San Francisco, CA
Leadership
Deon Nicholas
(President, Executive Chairman & Co-Founder)Mathematics and Computer Science at the University of Waterloo. Engineer at Facebook, Palantir, Dropbox and Pure Storage.
Sami Ghoche
(CEO & Co-Founder)Former Senior Machine Learning Engineer at Linkedin and was a Teaching Fellow for CS108 at Harvard University.
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