We're looking for a Forward Deployed Engineer to sit at the intersection of our product, engineering and client success teams. This is a client-facing technical role, ideal for someone who can quickly get to grips with new software, translate technical concepts for audiences with varying levels of technical proficiency, and bring a sharp, methodical approach to diagnosing issues.
You'll be the first line of investigation when something goes wrong for a client — working out whether it's a genuine platform issue or user error, resolving what you can directly, and escalating clearly and precisely to developers when it isn't.
Key Responsibilities
- Issue triage and diagnosis — Investigate customer-reported issues to determine root cause, distinguishing genuine platform bugs from user error, misconfiguration, or gaps in understanding.
- Client liaison — Communicate directly with clients to resolve user‐error issues, clarify expected platform behaviour, and guide them toward a resolution without unnecessary developer involvement.
- User education — Help clients understand how to use the platform effectively, adapting explanations to suit their level of technical proficiency, from non‐technical end users to technical stakeholders.
- Developer escalation — Where a genuine platform issue is identified, escalates to the development team with clear reproduction steps, context and evidence, minimising back‐and‐forth.
- Issue documentation — Write detailed, well‐structured issue reports and internal documentation, capturing symptoms, investigation steps, root cause and resolution with a high level of accuracy and attention to detail.
- Product fluency — Rapidly build and maintain a working knowledge of the platform's features, common failure points and edge cases in order to triage confidently.
- Feedback loop — Identify recurring issues or usability gaps and feed patterns back to the product team to inform future improvements.
What We're Looking For
- Strong client‐facing communication skills, with the ability to explain technical concepts clearly to non‐technical users, and technical detail to more advanced ones.
- Ability to pick up new software and systems quickly, developing genuine platform fluency rather than surface‐level familiarity.
- Sound technical judgement — comfortable reading logs, reproducing issues, and reasoning through whether a problem sits with the platform or the user.
- Excellent written communication skills, with high attention to detail for issue documentation and escalation notes.
- A methodical, structured approach to troubleshooting and problem‐solving.
- Comfortable working across product, engineering and client‐facing teams, and switching context between them.
- Experience in a customer support, technical support, solutions engineering, or similar client‐facing technical role is highly regarded.
- Familiarity with issue tracking and documentation tools (e.g. Jira, Linear, Notion, Confluence) is a plus.
Nice to Have
- Prior experience as a Forward Deployed Engineer, Solutions Engineer, Technical Account Manager, or similar hybrid role.
- Basic scripting or SQL skills for independently investigating data‐related issues.
- Experience working with SaaS platforms or B2B software products.
- Degree in Computer Science, Information Technology, or Cyber Security
IT Support employer: Software Co ?
At Software Co, we pride ourselves on being an exceptional employer that fosters a collaborative and innovative work culture. As a Strategic Engagement Partner, you'll have the opportunity to work closely with our founder and cross-functional teams, driving impactful technology solutions while enjoying a fast-tracked career path and competitive compensation. Located in the vibrant city of Sydney, we offer a dynamic environment where your contributions directly shape our growth and success.
