Forward Deployed Engineer

Plain is redefining customer support and customer success for the next generation of B2B companies. We’re building the fastest, most powerful platform to help companies move beyond reactive support and build meaningful customer relationships. Some of the world’s most forward-thinking companies - like Cursor, Vercel, and Granola - trust Plain to unify all customer interactions, enable faster team collaboration, and supercharge their workflows with AI. Our most strategic customers do not arrive through self-serve. They arrive with an existing support setup, a lot of context to migrate, and workflows that do not exist in Plain yet. Getting them live is genuine engineering work, and today that work lands on the core engineering team. It gets done, and it gets done well, but it moves the roadmap around more than we want it to. That is the gap this role closes. You own that work end to end, which means customers get an engineer whose entire job is their problem, and the core team gets a clearer run at the product. The other half of the job is deciding which of that work should stop being bespoke and become product, so the same thing never gets built twice.

Responsibilities

Work directly with customers to diagnose the problem, scope the fix, and ship it end to end; Own the system design for customer deployments, trading off correctness, scale, and speed as the situation demands; Explain the plan and the tradeoffs to whoever is in the room, engineer or not; Work with Sales, CX, Product, and core Engineering to get what you learn into the roadmap; Help define how the Forward Deployed function runs as it grows

Requirements

Have built and shipped full-stack products end to end; At home in modern frontend (React and TypeScript); Write backend that holds up in production; Prototype quickly and learn from real usage; Communicate exceptionally well; Strong product sense; Own the outcome without much scaffolding; Stay calm when things get tense

Benefits

Competitive comp structure; Team-wide offsites; Generous time off (35 days annual leave including public holidays); First Friday of the quarter off; Private Health Insurance (100% employee coverage, dental and vision, access to out-of-network care, life insurance); $100 Monthly Wellness Credit; $1000 WFH stipend; Retirement Planning (UK and Ireland: employer matching up to 5%, USA: 401k pre-tax no employer match)