Forward Deployed Engineer

Job description

ABOUT US At Hiya, we’re revolutionizing voice communication to make it more secure and productive. Our mission is to protect against spam and fraud, connect businesses with customers, and secure global telecommunications. Since 2015, when we introduced the first mobile caller ID and spam-blocking apps, we’ve been at the forefront of voice intelligence innovation. In 2016, we partnered with Samsung and AT&T to launch Hiya Protect, the first network-based spam-blocking solution. In 2019, we introduced Hiya Connect, a branded call SaaS platform that helps businesses reach more customers by phone. Today, our Voice Intelligence Platform powers over 500 million users worldwide. Leveraging adaptive AI and audio intelligence, it delivers smarter, safer, and more productive voice interactions across networks, apps, and devices. Our network and solution partners include British Telecom, EE, Virgin Media O2, Ericsson, Rogers, Bell Canada, MasMovil, Telenor, HP, KPMG, and many more. ABOUT THE POSITION This is a hybrid technical and customer-facing role for someone who thrives at the intersection of engineering and execution. You’ll act as the primary technical point of contact for a portfolio of Hiya’s telecommunications partners across Europe, helping define, scope, deliver, and support complex integrations of Hiya’s spam protection and voice intelligence services. You’ll work closely with Business Development, Engineering, Product, and Delivery teams, while building trusted relationships with customer engineering and technical stakeholders. Success in this role depends equally on your ability to solve technical problems and your ability to guide customers through complex integration and operational challenges. This role spans the full customer lifecycle—from early technical discovery and solution design through implementation, launch, and ongoing production support. Unlike a traditional Solution Architect role, you’ll be expected to contribute directly to technical execution, navigate production systems, investigate issues, and work closely with engineering teams to deliver solutions. You’ll frequently work across customer teams, vendors, and internal stakeholders to troubleshoot complex issues, align technical approaches, and drive integrations forward—even when ownership boundaries or the path to resolution are not immediately obvious. If you’ve worked in a Forward Deployed Engineer, Solutions Engineer, Integration Engineer, Technical Account Engineer, or similarly customer-facing technical role before, you’ll feel right at home. You won’t just implement someone else’s plan—you’ll help shape the plan, challenge assumptions, and own the path to execution. We’re excited about you because you’re someone who can quickly learn complex technical domains, build trusted relationships with customers, and comfortably move between technical discussions, troubleshooting sessions, implementation work, and strategic conversations. You enjoy solving ambiguous problems, taking ownership from first conversation through production delivery, and using modern AI-assisted engineering workflows to work efficiently. WHAT YOU’LL DO - Own the end-to-end technical design, delivery, and ongoing support of Hiya’s partner integrations, primarily with telecommunications operators across Europe. - Collaborate with Business Development and Account teams during pre-sales and delivery engagements, helping prospective and existing customers understand technical requirements and integration approaches. - Serve as the technical lead in customer and partner conversations, clearly communicating Hiya’s capabilities, integration requirements, and technical recommendations. - Build strong working relationships with customer engineering and technical teams, becoming a trusted advisor throughout the customer lifecycle. - Work closely with Product, and Engineering teams to align on system architecture, roadmap priorities, and delivery timelines. - Contribute code, configuration changes, tooling, automation, and technical improvements that support customer implementations and operational excellence. - Query Hiya’s data mesh to support integration validation, troubleshooting, operational analysis, and customer investigations. - Build custom dashboards, reports, or lightweight tooling when needed to help partners monitor integrations and understand performance. - Influence and evolve partner integration models, including those involving major vendors such as Ericsson, helping shape scalable and repeatable technical approaches. - Investigate production issues, troubleshoot integration challenges, and coordinate resolution efforts across customers, vendors, and internal teams. - Navigate and contribute to production codebases when required to support customer implementations and technical investigations. QUALITIES THAT WILL MAKE YOU SUCCESSFUL - Experience presenting technical concepts and engineering tradeoffs to audiences with varying technical backgrounds. - Context-aware precision in both written and verbal communication. - Strong problem-solving and troubleshooting skills. - Ability to quickly understand new technical domains and systems without requiring extensive prior domain expertise. - Proven success in customer-facing technical roles where ambiguity, incomplete information, and changing requirements are common. - Comfortable owning a problem from the first customer conversation through implementation, delivery, and ongoing production support. - Technical credibility with engineering teams and business fluency with customers, partners, and stakeholders. - Experience coordinating troubleshooting efforts across multiple teams, vendors, and partner organizations to drive alignment and resolution. - Comfortable navigating situations where the path forward is not immediately clear, identifying stakeholders, gathering information, and creating a plan to move work forward. - Ability to operate independently while leveraging available support networks and internal expertise when needed. - Pragmatic approach to tooling and automation—you know when to build, when to script, and when to solve a problem manually. - Experience working with APIs, integrations, distributed systems, or customer-facing software implementations. - Good command of SQL and working with structured datasets. - Recent hands-on software engineering experience, including designing, building, supporting, or modifying production software systems. - Experience using AI-assisted development tools and workflows to improve productivity, technical research, troubleshooting, and software delivery. NICE TO HAVE - Experience working with telecommunications operators, communications platforms, or carrier ecosystems. - Experience supporting large-scale enterprise integrations. - Familiarity with SIP, telephony, networking, or communications technologies. - Experience navigating Scala codebases. - Experience in customer-facing engineering roles such as Forward Deployed Engineer, Solutions Engineer, Integration Engineer, Technical Account Engineer, or similar positions. The person in this role must embody Hiya’s key values of Serving our customers, Doing rather than observing, Improving ourselves and our business, Owning and holding ourselves accountable for success, and Leading by showing up with a point of view, engaging in open discussion, listening respectfully to others opinions and committing to decisions. YOU WILL HAVE A FAST START IF YOU HAVE EXPERIENCE WITH - Navigating modern production software systems and engineering codebases. - Leveraging AI-assisted engineering workflows for software development, troubleshooting, technical research, and delivery. - AI-assisted coding and debugging. - Working in customer-facing engineering roles where technical credibility and relationship-building are equally important. - Building integrations between systems, APIs, platforms, or enterprise software products. - Operating effectively in fast-paced startup or high-growth environments. - Building bridges between customer requirements and engineering execution. - Creating clarity and momentum in ambiguous situations where requirements, ownership, or technical approaches are not fully defined. - Rolling up your sleeves to solve problems directly rather than relying solely on documentation, process, or delegation. The requirements listed in the job description are guidelines. You don’t have to satisfy every requirement or meet every qualification listed. If your skills are transferable, we would still love to hear from you. BENEFITS - 25 days holiday plus bank holidays - Opt-in salary sacrifice pension scheme (company contributes 4% of basic salary) - Paid parental leave - Private medical insurance through Vitality (including dental and vision) - Employer-paid life insurance (2x base salary) - Donation matching for a charity of your choice (up to $1,000 per year) - WFH equipment stipend - $1,000 per year in Professional Development funds - Lunch provided on in-office days MORE DETAILS Location: London, UK Office Postcode: W1F 8WE Status: Full-time Work Model: Hybrid Department: Engineering CLOSING We are building a team with a variety of perspectives, identities, and professional experiences. We evaluate great candidates through a business lens and strongly believe that diversity and unique perspectives make our company stronger, more dynamic, and a great place to build a career. Our team has won various awards over the last four years from Built In Seattle and Seattle Business Magazine to Deloitte Technology Fast 500 and Forbes #1 Startup Employer. Here at Hiya, we are a people-centric company focused on helping each and every employee grow both personally and professionally. We believe creating a culture of support, ownership, and continuous improvement results in an energized team that is passionate about the work they do. You’ll love working here if you’re looking for an innovative challenge that is disrupting an industry and helping shape the future of trusted voice communication. Join us.