Forward Deployed Product Engineer

At Spring Labs, we’re building a unified platform that powers end-to-end workflow automation for customer support and compliance teams in financial services. Our AI-native system interprets customer intent, understands regulatory nuance, and orchestrates complex processes through configurable automation — helping banks and fintechs scale service, reduce manual work, and stay audit-ready without adding headcount.

As a Forward Deployed Product Engineer (FDPE), you sit at the center of product, engineering, and customer workflows. You’ll work directly with customers to deploy and tune our systems in real environments, translate real-world needs into product evolution, and ensure users see meaningful outcomes from day one. This is a high-leverage role — ideal for someone who loves being close to users, thrives in ambiguity, and wants their work to directly shape both customer success and product direction.

If you’re passionate about tackling complex problems with a team of accomplished professionals — and the idea of learning from experts across AI, compliance, and financial operations excites you — we’d love to hear from you.

What you’ll do

• Own the full customer lifecycle — from pilot to production — driving adoption, expansion, and measurable impact while acting as the bridge between customers, GTM, and product/engineering.
• Run deep discovery to map customer workflows, identify automation opportunities, quantify success metrics, and scope technical requirements for deployment and expansion.
• Deploy and integrate Zanko into customer environments (APIs, SSO, webhooks, case systems, telephony/email/chat, data pipelines).
• Fine-tune models, workflows, and configurations based on real-world usage; surface edge cases, data quality issues, and systemic patterns to product/engineering.
• Perform root-cause analysis across product, data, and infra layers; drive issues to resolution with cross-functional teams.
• Conduct hands-on QA, scenario testing, and pre-release validation to ensure a stable, compliant, enterprise-ready experience.
• Own release/change management for your customers: communicating updates, preparing environments, validating outcomes, and ensuring zero-surprise rollouts.
• Build scripts, connectors, and workflow templates that accelerate deployments and turn bespoke customer work into reusable playbooks.
• Track customer KPIs post-deployment (accuracy, handle-time, QA lift, cost savings) and translate results into renewals and upsell opportunities.
• Train customer admins and end-users; run demos, playbacks, and go-live sessions to ensure adoption sticks.
• Serve as incident owner for your accounts — coordinating internal teams and maintaining clear communication until resolution.
• Translate structured customer feedback into specs and roadmap influence backed by hard data and repeated patterns.

About you

• Bachelor’s degree in Computer Science, Engineering, or related field (Master’s a plus).
• Strong customer empathy — can quickly understand workflows, constraints, and operational realities inside banks, fintechs, and credit unions.
• Strong technical fundamentals: APIs, webhook/event integrations, scripting, SQL, and debugging across product/data/infra layers.
• Excellent communicator who can interact credibly with executives, operators, engineers, and compliance teams.
• Highly organized operator: able to run multiple customer deployments, timelines, and expectations in parallel.
• Thrives in ambiguity; self-directed; executes without hand-holding.
• Experience in forward-deployed engineering, solutions engineering, implementation, or technical customer success is a strong plus.

Perks

• Health Insurance
• Dental Insurance
• Vision Insurance
• Flexible Paid Time Off
• Paid Sick Leave
• Maternity & Paternity Leave
• Family Savings Account
• Dependent Care Savings Account
• Life Insurance
• 401(k)
• Employee Discount Program

Diversity, Inclusion, and Equity

Spring Labs is committed to diversity, inclusion, and equality in its workforce and is proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, creed, gender, national origin, age, disability, veteran status, sex, gender expression or identity, sexual orientation, or any other basis protected by applicable law. Additionally, Spring Labs participates in the E-Verify program, as required by law.

Spring Labs is also committed to providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation because of a disability for any part of the employment process, please send an e-mail to [email protected] and let us know the nature of your request and your contact information.

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