Head of Forward Deployed Engineering

Lorikeet Opportunity

Lorikeet is the most powerful customer support AI for complex businesses like fintechs, health techs, marketplaces, and delivery services. We're doing this by building ground up from the premise that most support responses should be automated with transparent, customizable AI, and that support teams should spend their time managing automation and engaging with complex cases, not grinding through high volumes of simple tickets.

Once teams are freed from reactive support, we want to help them tackle what's next : providing personalized concierge services to their customers.

To deliver this combination of powerful AI systems and well-designed tooling we're leveraging Jamie's experience as an early member of Google's generative AI team and Steve's experience building for operational teams at Stripe, as well as the experience of our team who've joined us from places like Stripe, Canva, Atlassian, Dropbox, and Dovetail.

We are growing fast, have paying customers, real revenue, an exciting roadmap, and a strong sales pipeline. We're well funded by leading VCs and angel investors, including Blackbird, Square Peg, Claire Hughes Johnson (ex Stripe COO), Cristina Cordova (Linear COO), Bob Van Winden (Stripe Head of Support), and Cos Nicolaescu (Brex CTO).

• The largest telehealth company in Australia,
• The largest bank for teens in the US,
• One of the largest NFT marketplaces by trading volume,
• The leading virtual specialty-care platform in the US,
• One of the largest flexible rent-payment platforms in the US,
• One of the largest Web3 gaming companies

and a handful of other enterprise customers with over 1 million support tickets a year.

• Warm, mature, flexible culture. Low ego, high trust team. No tolerance for 'talented jerks'. We embrace a) working efficiently, and b) working flexible hours to fit in life priorities outside of work. We're committed to building a diverse team and really encourage folks from underrepresented backgrounds to reach out - we value user obsession and eagerness to learn over traditional credentials.
• High pay, high expectations, high performance. We're building a small, great team. We aim to match unicorn / scale up pay at base salary and offer a potentially life-changing equity stake in the business. Our team get the same monthly updates we send to our investors because they're investors and owners too.
• On the technical cutting edge. With our users we're defining what an AI-first SaaS product looks like. No one has figured out what the UI / UX, capabilities, and data models of an AI first company are - it's white space for us to invent. The AI agent problems we're solving are beyond the cutting edge at the biggest research labs.
  
  We're building on a modern tech stack, with Typescript, React / Remix, Prisma
  
  ORM, NestJS, and some Python sprinkled in. Knowledge of that stack is nice, but we know good engineers will pick up new languages.
• No nonsense recruitment process. The process is :
  1) informal chats with Steve and Remy to hear our pitch and understand your interests and goals,
  2) a ~two day paid work trial where you come in and ship with us. There's no better way for each of us to figure out if we like working together than to work together!

We are looking for a seasoned team lead for our growing team of Forward Deployed AI Engineers, who specializes in getting Lorikeet trained up and deployed for our global customers as fast as possible.

As the Head of Forward Deployed Engineering at Lorikeet, you'll be in charge of the bridge between Lorikeet's technology and our clients' success. You'll manage the team that serves as our customers' AI experts, integration experts, and problem solvers, guiding them in forging strong relationships and great outcomes for their customers. You'll empower the team to break new ground with our customers, ultimately ensuring quick integrations and a growing automation rate among our subscriber base.

And finally, you'll be responsible for accelerating hiring globally for the team, as well as technically ramping up new hires, and developing existing team members.

• Build and lead a high-performing team of Forward Deployed AI Engineers who serve as trusted technical partners to our subscribers.
• Develop team's expertise in Lorikeet's AI platform and ensure they are equipped to confidently lead implementation projects from kickoff through deployment and ramp up.
• Coach the team on how to deeply understand customer workflows and business goals, and configure Lorikeet's AI tools to drive meaningful outcomes.
• Foster a team culture of curiosity and proactive solutioning, empowering team members to recommend AI-driven strategies that extend beyond traditional support use cases.
• Ensure tight collaboration with the product team by helping the team capture and communicate customer feedback and insights to influence product direction.
• Support team members in navigating complex…