Senior Forward Deployed Engineer - Flow

About Flow by ServiceNow

Flow is a product and a new business unit in ServiceNow staffed by a team of 0-1 builders. We’re creating Flow, an AI-native conversational experience for natural language automation and enterprise service management. Flow is built on a new tech stack with new ways of working. We challenge established practices and are defining a new product and GTM playbook for ServiceNow. Flow puts what we build in front of the largest possible audience. You’ll have real ownership of the work, the freedom to move fast, and the resources of a global technology leader behind you. If you have a point of view on building and want to start from the beginning again, we want to talk to you, wherever you are.

Plenty of people can ship an AI prototype this year. Few get to build a product that runs enterprise work at global scale. Join us.

Job Description

We are hiring a hands-on Senior Forward Deployed Solutions Engineer who serves as the technical champion for customers, guiding them from their first demo and trial to long-term success with Flow. You will demonstrate the product, answer technical questions, set up and enable Flow, and help customers build automations and integrations through AI-assisted, natural-language development. You will solve problems the product does not yet handle and translate customer needs into clear requirements that help product managers prioritize what to build next. The role combines technical implementation, customer success, and support.

Ready to be the person who turns “we’re stuck” into “we’re live”? We’re looking for a hybrid problem-solver who helps trial customers and enterprise IT teams unlock the full power of Flow. You will own complex customer problems end to end, and your work will shape what Flow does next.

What You Will Do

Technical Solutions

• Work with customer IT and security teams to configure SSO and integrations with tools such as Okta, Microsoft Teams, Slack, and ServiceNow.
• Build, test, and launch automations with Flow’s natural-language builder, connecting to tools such as Jira, Workday, Zoom, Microsoft 365, and ServiceNow.
• Connect document sources such as SharePoint, Google Drive, Box, Notion, and the ServiceNow knowledge base so the AI returns accurate, sourced answers.
• Solve complex customer requirements outside the standard product, document effective workarounds, and turn customer learnings into clear product requirements that you help refine and shepherd through delivery.
• Build proof-of-concept solutions and workflows for strategic evaluations.
Customer Success and Adoption

• Guide new customers through a structured onboarding path, setting up and enabling Flow in a few hours so they can reach a live production deployment in one day.
• Monitor usage, conversation allowances, and automation results in Flow analytics, using the data to demonstrate value and identify new automation opportunities.
• Identify opportunities to expand Flow from an initial use case into a broader self-service service desk.
• Translate customer pain points and requests into clear product requirements, then partner with product and engineering to refine and shepherd them through delivery.
Support and Reliability

• Own first-line triage for trial and enterprise customers, answering technical questions and escalating issues when deeper product or engineering support is needed.
• Be the go-to person when customers encounter API timeouts, sync errors, payment-related questions, or failed automations, and drive issues from initial diagnosis through resolution.
• Reproduce bugs, isolate root causes, and work directly with core engineers to resolve them.
• Monitor health, audit, and activity logs to identify outages or issues that prevent customers from using Flow fully.
• Use Flow audit and activity logs to diagnose complex customer issues, confirm what happened, and drive the issue to resolution.

Department: Engineering, Infrastructure and Operations
Function: Engineering
Experience Level: Not Applicable