Forward Deployed Engineer (Immuware)

Job description

Propelus® simplifies workforce compliance management across healthcare. Our innovative technology and strategic partnerships empower millions of professionals, their employers, and regulators to work together, creating a connected and efficient healthcare ecosystem. As a trusted leader for over 20 years, Propelus has focused on bringing more good into the lives of the people and organizations serving healthcare. We deliver seamless compliance solutions to millions. We leverage market-leading technology and essential data to simplify complex operations, reduce risk, and champion a safer, healthier, and happier workforce. ## About the Role Immuware's customers, including Employee Health nurses; occupational health managers; and compliance professionals, work in one of the most requirement-heavy environments in healthcare IT. Regulations shift. Organizational structures change. New workflows emerge. Each of these changes often means hands-on work is needed inside their Immuware environment. The **Forward Deployed Engineer (FDE)** exists to meet that need. It's a technical role embedded in the post-sales customer experience. It is *not* account management, *not* billable project work, and *not* break-fix support. The **FDE** shows up on customer calls, understands exactly what a health-system nurse manager is trying to accomplish, and gets it done. This is a process that happens through configuration, scripting, integrations, or code, and by partnering with product and engineering when the problem is bigger than one person. The FDE owns the technical depth: live solutioning, hands-on building, and the bridge between customer needs and internal product and engineering teams. ## What You'll Do As our **Forward Deployed Engineer (FDE)** you will own the technical resolution of customer problems end to end, from understanding the need, building the fix, landing it with product and engineering when it's bigger than you, to ultimately serve as the bridge between customer needs and internal product and engineering teams. You're measured on customer outcomes, not on activity. This role partners closely with our Customer Success Managers, who own the overall customer relationship, strategy, and commercial outcomes. ### Technical Solutioning & Building - Lead regular (often weekly) technical working sessions with customers to address actively evolving needs driven by regulatory changes, organizational shifts, and workflow updates. - Configure, script, and-where it's the right tool-write code to solve customer needs: workflow setup, rule-building, field configuration, user and role management, reporting, data corrections, integrations, and small platform changes. - Translate complex Employee Health requirements (OSHA compliance, state-specific immunization mandates, system credentialing workflows, and the like) into solutions that actually work for our clients, in the Immuware platform (open to suggestions!) . - Question the requirements: Challenge requests that don't serve the customer's real goal, and choose the simplest solution that solves the underlying problem. - Thoroughly document your solution designs in Notion, while updating live items in Jira, to ensure they are repeatable and transferable. - Generalize your work. Turn one-off fixes into reusable templates, decision trees, or product improvements so the next customer benefits. - Triage net-new module or record-type additions that need a formal Letter of Work (LOW) and/or an ARR change (expansion) to CSMs and Professional Services. ### Customer Partnership - Serve as the technical counterpart to CSMs on customer calls. CSMs handle the relationship; you handle "how do we make it work." - Working alongside the CSMs, lead deeper, in-depth customer education beyond basic platform navigation, run workflow specific walkthroughs, and re-train as staff turnover and organizational change creates knowledge gaps. - Build trusted-advisor relationships with power users and technical contacts at customer organizations. - Spot configuration gaps or risks before they turn into escalations. - Stay aware of each assigned customer's environment, history, and upcoming needs. ### Product & Engineering Collaboration - Partner directly with product and engineering: open pull requests, pair on fixes, and reproduce or root-cause issues in the codebase where you can. - Monitoring surface patterns across customers: repeated requests, regulatory gaps, and workflow limitations, and bring them to Product with specificity and customer context. - Contribute to the internal knowledge base: common configurations, decision trees, scripts, and workarounds, so the team scales. ### Support Bridge & Scoping - Fix what you can, and hand off a clean, dev-ready ticket for what you can't. Identify potential bugs or system issues, partner with development to solve for the root cause, and reproduce solutions at scale. - Write clear, well-scoped bug reports and feature requests that enable engineering to act without back-and-forth. - Confidently identify and navigate between "I can fix this," "this needs a support ticket," and "this needs a product change." ## What This Role Is Not - **Not account ownership.** CSMs own renewals, expansion, and the executive relationship. The FDE supports those relationships through technical excellence. - **Not billable Professional Services.** PS handles formal implementation projects with SOWs. The FDE handles ongoing, post-go-live technical needs as part of the customer's subscription. - **Not the L1/L2 support queue.** The support team owns routine bug triage. This FDE will do deeper scoping and fixes, ensuring a clean handoff. It does not replace the support workflow. ## You'll Thrive in This Role If You - Are energized by customer calls and like solving problems live, not async. - Can read a healthcare compliance requirement and immediately start thinking about how to model and build it in a SaaS platform. - Have a builder's mindset: you're systematic, you test your own work, you write code when it's the right tool, and you don't leave a solution half-done. - Can switch comfortably between explaining something to an IT admin, a head nurse, a customer executive, and your own engineering team. - Are naturally organized. You manage several customers with different environments and needs at once. - Get frustrated by workarounds and push internally for real solutions. ## Required Qualifications - **5+ years in a technical, customer-facing role** (solutions engineer, implementation consultant, technical account manager, or forward deployed engineer) handling client resolutions, both live (virtually) and post meeting action items, and know how to navigate delays while staying calm under pressure and maintaining the clients trust. - **4-5 years navigating Azure, JavaScript, and Typescript** with a strong background in SQL and Azure SQL database management. - **2-3+ experience operating in Notion and Jira**. - **Proficiency in C#,** and comfort reading a codebase, debugging, and writing scripts or small features. track record of building on SaaS platforms, not just toggling settings: creating non-trivial workflows, rules, forms, reports, integrations, or role and permission structures. - **Drive and ownership**: You are comfortable and familiar with identifying the crux of large, enterprise customers' problems and outline additional potential issues as well. Then you own the solution outcome, driving these problems to resolution on your own instead of handing them off. - **Strong written and verbal communication:** You're credible with a customer's executives and technical staff and with internal product and engineering teams, and comfortable leading technical working sessions with non-technical stakeholders. - **You handle delays, bugs, and scope pushback** while keeping the customer's trust. - **Structured problem-solving:** You have experience scoping an issue for large, enterprise clients, find the root cause, and propose a solution in a live setting and navigate how to implement these solutions to our smaller accounts. - **Comfort working without a playbook**: you'll hit novel problems regularly and need to adapt as policies and regulations change. - **Written reporting experience**: familiarity writing clear, well-scoped bug reports and feature requests that engineering teams can act on. ## Preferred Qualifications - Experience in healthcare IT, Employee Health, or occupational health. - Familiarity with immunization tracking, credentialing workflows, or OSHA and state health reporting requirements. - Familiarity with APIs and integrations, plus comfort with SQL or scripting for data investigation and fixes. - Prior use of Immuware or similar platforms (Tyto Care, Equifax I-9, or Symplr) ## **What Success Looks Like** **30 days: Support an active deal** Within the first month, you will have built context on the healthcare customers motion, platform capabilities, common implementation needs, and regulated data considerations. They are supporting an active customer engagement with guidance. **60 days: Lead a solo engagement** After two months, you are now independently leading a scoped customer sync, having built trust with customers technical teams, and delivering against customer requirements and timelines. **90 days: Own multiple, concurrent engagements** At three months in, you are now independently managing multiple healthcare customer engagements, contributing reusable playbooks and tooling, and surfacing product feedback that helps convert bespoke implementation patterns into scalable capabilities. *If your experience is close but doesn't fulfill all requirements, please apply. We're building the best team in healthcare and are focused on hiring individuals with unique backgrounds, perspectives, and experiences to support us in doing good, what’s human, and making a difference.* ## **Benefits and Perks for Propelus Employees** **US Employees:** - **Health Insurance:** We cover up to **100% of the premium** for employee medical insurance. Plans for spouses and children are made affordable through Propelus’ generous contribution - Employees can choose from HSA, FSA, and traditional insurance options for medical, dental, and vision coverage for themselves and dependents. - Dental and Vision plans, both including an option with **100% of the premium** covered for employees - **Generous PTO:** - **Accrual: (full-time US):** 0–4 yrs **20 days** | 5–9 yrs **25 days**. | 10+ yrs **30 days** per year (accrues quarterly: **Jan 1, Apr 1, Jul 1, Oct 1**; and is available immediately). - US-based teams observe **14 paid holidays** each year - **Floating Holiday:** One **floating holiday** is yours to request on any day of your choice. This is separate from your PTO. - **Birthday Holiday**: Your birthday deserves celebrating! You get **1 paid day off during your birth month**, separate from your PTO. - **Volunteer Time Off:** 16 hours available to you, that allow you to make an impact on causes that are meaningful to you. - **Additional leave options:** to support you in embracing life centricity - **State & local leave laws** - Where state or local leave laws provide additional protections, Propelus will comply with whichever regulation is **more favorable** to the employee. - **401K** with company matching, as well as financial planning education and resources. - **Lifestyle Spending Account (LSA):** We support personal well-being by offering an annual lifestyle spending account that you can use for what matters most to you—whether it’s a gym membership, a meditation app, WFH equipment, or fresh produce delivered to your door. Think of it as a bonus for the expenses and experiences you value most. - **Employee Assistance Programs:** provides **24/7/365 support** by phone and online — family clinical counseling, legal & financial services, plus child and elder care referrals. - **Carrot Fertility & Hormonal Support:** Inclusive hormonal health, fertility, and family-building benefits with **funds toward eligible care**. - **Beyond Med:** A licensed **discount plan organization (DPO)** giving you access to elective care like acupuncture, dermatology, fertility, GLP-1, and more — at discounted rates. - **Spot Pet Insurance:** A financial safety net for your furry family. Get reimbursed for emergencies, lab fees, behavior, x-rays, surgeries, cancer, and more. **LATAM (Costa Rica and Colombia) Employees:** - Your health is our top priority! We cover 100% of employee health insurance premiums. Our plans include national and international coverage, so you're protected no matter where you are. - **Propelus Flex Club**: Our flexible benefits platform gives you monthly points to redeem on what you need most. Plus, you'll get access to exclusive discounts just for being part of our team. (Details are country specific) - **Generous PTO:** - **National Holidays (Colombia):** 18 days - **National Holidays (Costa Rica):** 12 days - **Birthday Holiday**: Your birthday deserves celebrating! You get **1 paid day off during your birth month**, separate from your PTO. - **Volunteer Time Off:** 16 hours available to you, that allow you to make an impact on causes that are meaningful to you. - We've got you covered with a life insurance policy, paid 100% by the company. You can also add your beneficiaries at an exclusive, discounted rate. - **Carrot Fertility & Hormonal Support:** Inclusive hormonal health, fertility, and family-building benefits with **funds toward eligible care**. **Benefits and Perks for ALL Propelus employees include but are not limited to:** A remote first company, global and distributed, with two office locations for those nearby who want a change of scenery. - A remote first company, global and distributed, with two US office locations for those nearby who want a change of scenery, and one in CO and CR. - Employees celebrating their 10 and 20 year work anniversary are eligible to take a trip sponsored by Propelus within one year of their 10th and 20th anniversary date. - Awarded one of [BuiltIn's 2025 Best Places to Work](https://builtin.com/awards/colorado/2025/best-midsize-places-to-work) and honored as a [Silver Stevie® Award Winner in the 2025 Stevie Awards For Great Employers](https://propelus.com/article/silver-stevie-award-2025-great-employers/). - Professional development allowance to help you grow in the ways that mean the most to you. - Check us out for yourself at [our careers page](https://propelus.com/careers/) or our [Propelus culture](https://instagram.com/propelusculture/?img_index=1) Instagram accounts. **Typical Interview Process:** - Interview #1: Brief intro screen with our People Ops team - Interview #2: Introduction with the Hiring Manager - Interview #3: Team Panel - Interview #4: Alignment interview with Senior Leadership If you don’t move forward to the next round, we’ll make sure you know as soon as possible. Tips for applicants: Focus on your application. At Propelus, everyone has an equal opportunity based on their merit. Reaching out to the team or providing referrals will not change your chances. We work remotely and communicate asynchronously, so writing is a key skill at Propelus. Please answer the application questions with your own thoughtful responses. Replies like "See resume" or N/A won't lead to an interview. Have some fun with it, we actually read these! *We are an equal opportunity employer and value diversity at Propelus. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. Candidates from all backgrounds are encouraged to apply.* *Full-time positions are scheduled to work 40 hours per week, M-F unless required otherwise by projects. Part-time positions are scheduled to work a maximum of 30 hours per week. Equipment, benefits, and perks are not provided to part-time or temporary employees.*