Forward Deployed Engineer

About the role

Who are we?

Founded in 2023, Santé is a modernized Point-of-Sale (POS) system serving wine and liquor stores. While modern POS systems have transformed restaurants and general retail, their one-size-fits-all design fails to meet the unique needs of the beverage industry, creating a massive opportunity in the market.

Two years into the business, Santé has developed full vertical integration tailored to this market segment, driving value for 200+ stores. With usage around the clock and across multiple timezones, Santé serves as the main artery for our customers to procure, transact, and report on all aspects of their business.

What is the role?

We’re hiring an implementation engineer to help us keep up with the overwhelming growth in operations and customer experience.

We’re looking for someone who loves working directly with customers and is willing to do whatever it takes to drive revenue and user adoption.

You’ll help us onboard customers, write scripts, create PRDs, nurture customer relationships, design new features, and take advantage of AI to make everything you’re doing more efficient.

This is a unique role that requires a combination of product management, customer success, and engineering skills.

What we expect

- Ready to execute on the following responsibilities:

- Launch stores on Santé. Each store owner has different requests and needs. We’ll need you to navigate these conversations and get them live on Santé

- Migrate data from legacy POS systems into Santé. Google Sheet formulas and Python scripts will be a big part of this process — big plus if you’re using Claude Code

- Handle data and analytics work for internal or customer use

- Train store owners and cashiers to comfortably operate with Santé

- Lead frontline support — triage issues, investigate root causes, guide customers through problems, and synthesize feedback into actionable PRDs for engineering

- Talk to users, understand their problems, and translate to product direction; UI/UX, new features, prioritization, etc.

- You want to win:

- Many of our teammates are former athletes or otherwise doggedly competitive to push themselves and outpace our competitors. You want to be in the office every day because you know you practice harder when we are together

- You are represented by your work. Spending full-time on something means you are in pursuit of excellence in your craft and strive for mastery. If cutting once matters, then getting your measurements correct up front matters even more.

- You understand this is a team sport. Not just between CX, product, sales and engineering, but also within CX itself. Decisions are communicated and feedback is critical to give and receive on a continual basis.

- You’re well-rounded:

- You have a natural inclination for helping and caring for people. You’re understanding of everyone you interact with, and you approach them with empathy and patience to make things right