Lead Forward Deployed Engineer (FDE)

About this role

Emergent builds autonomous coding agents that replace traditional software development by generating, testing, and deploying production applications directly from plain-language intent. Our systems run in production at global scale and are used to build millions of real applications.

Since public launch, Emergent has crossed $100M in ARR and grown to over 10M users across 190+ countries. We're backed by Khosla Ventures, SoftBank, Google, Lightspeed, Prosus, Together, and Y Combinator.

We're solving the hard part of AI-driven software creation: correctness, reliability, security, and scale in real production systems. The team is built by repeat founders, Olympiad medalists, IIT & IIM alumni, and leaders from Google, Amazon, and Dropbox.

We're hiring builders who want ownership, speed, and impact at global scale.

What You'll Do:

• Lead and empower a high-performing team of support professionals handling both technical and non-technical tickets

• Build scalable support processes that improve throughput and reduce manual intervention, including automation of repetitive workflows through scripting

• Monitor and improve SLAs, response times, and customer satisfaction metrics by introducing data-driven improvements

• Collaborate closely with engineering and product teams to identify recurring issues, implement preventive fixes, and enhance product stability

• Mentor and upskill your team through technical coaching, process reviews, and hands-on problem-solving

• Continuously optimize operational efficiency by leveraging automation, analytics, and best practices to handle increasing ticket volumes effectively

• Own the support strategy from tooling and metrics to workflows and knowledge base development

What We're Looking For:

• 8+ years of experience, including 3+ years of team leadership or people management

• Good understanding of backend and frontend technologies (Python, SQL, React.js, MongoDB)

• Proven experience in SaaS or AI-driven products with a passion for solving user-facing challenges in fast-paced environments

• Demonstrated ability to analyze data, identify patterns, and implement long-term, scalable solutions

• Exceptional problem-solving, debugging, and process-design skills

• A hands-on leader who's comfortable jumping into technical issues when needed and guiding the team toward excellence

You'll Have the Opportunity To:

• Work with cutting-edge AI technologies while tackling novel analytical and operational challenges

• Shape the future of customer experience for AI products, designing scalable, human and automation hybrid support systems

• Drive continuous improvement in both people and processes, making support a key differentiator for Emergent

• Collaborate cross-functionally with some of the brightest minds in AI and engineering

Why Join Us:

• Work on one of the fastest-growing AI platforms

• High ownership and visibility role

• Competitive compensation and equity

Benefits and Perks: