Sidekick Health
Healthcare
ForwardDeployedEngineer(m/f/x)
Neural analysis suggests this role is
optimal for Mid+ candidates.
“Forward Deployed Engineer (m/f/x) at Sidekick Health. Skills: Customer-facing technical expertise, Service desk ownership, AI automation. Own service desk. Operate service desk”
What You'll Achieve.
Resolve issues efficiently; Answer technical questions; Ensure delivery commitments met; Continuously improve operations; Reduce manual effort; Improve response speed; Enable scalable operations; Reduce reliance on manual processes; Improve customer experience; Improve efficiency; Improve scalability
Industry & Context.
Resolve issues; Root cause analysis; Troubleshooting
Located in United States, Work across US time zones
What They're Looking For.
Must Have
4–7 years technical customer-facing experience, Hands-on AI tools experience, Understand complex technical information, Communicate technical info to audiences, Proficiency with service desk platforms, Proficiency with project management platforms, Excellent collaboration skills, Excellent stakeholder communication skills, Organizational skills, Ability to manage multiple workstreams, Bachelor's degree, Located and authorized to work in US
Nice to Have
PMP certification a plus, Scrum Master certification a plus, Agile certification a plus, Familiarity with payer operations, Familiarity with care management workflows, Familiarity with value-based care models, Experience supporting B2B Customer Success, Experience supporting Account Management, Knowledge of compliance frameworks, Knowledge of SLA frameworks, Familiarity with prescription digital therapeutics, Familiarity with regulated digital health solutions
What You'll Do.
Manage inbound requests
Ensure timely resolution
Act as subject matter expert
Lead technical conversations
Build trust with customers
Demonstrate platform command
Handle product questions
Handle integration requirements
Handle security inquiries
Perform root-cause analysis
Translate feedback into tasks
Design automation systems
Deploy automation systems
Automate service desk tasks
Digitize customer capabilities
Serve as link between teams
Ensure clarity of ownership
Ensure clarity of priorities
Ensure clarity of timelines
Maintain accurate documentation
Maintain decision logs
Maintain process records
How You'll Work.
Team & Collaboration
Cross-functional collaboration; Partner with Product; Partner with Technology Delivery; Partner with Customer Success
Communication Scope
Technical conversations; Customer-facing conversations; Product questions; Integration requirements; Security inquiries; Root-cause analysis
Process & Methodology
Jira, Asana, Monday.com, Agile
Full Job Description
Your mission with us As Forward Deployed Engineer at Sidekick Health, you will serve as the technical backbone of our US payer and employer customer relationships, owning the service desk, leading all customer-facing technical conversations, and building trust in our platform, programs, and roadmap. You will also drive automation and AI-enabled capabilities to scale operations. You will work closely with Product, Technology Delivery, and Customer Success to resolve issues efficiently, answer technical questions with authority, and ensure delivery commitments are met while continuously improving how we operate at scale. This role starts with ownership of the service desk supporting US payers and strategic partners and will expand as we grow. You are expected not only to solve critical issues, but also to anticipate needs, shape direction, and drive smarter, more scalable ways of working. You will report directly to the CTO and partner closely with the VP of Customer Success, playing a key role in how we support and grow our customer relationships. This role requires the candidate to be located in the United States and work across U.S. time zones (Eastern to Pacific). Preference given to those based in Minneapolis, MN or remote in EST. Your responsibilities Service Desk Ownership Own and operate Sidekick’s service desk for customers and strategic partners, managing all inbound requests via Zendesk from line-of-business leaders, Care Managers, Care Navigators, members and others. Triage, prioritize, and resolve issues directly where possible; route to the appropriate internal teams with clear context when escalation is required. Own all follow-up and follow-through, ensuring timely resolution independently or in close collaboration with Customer Success. Technical Platform Leadership Act as the customer-facing subject matter expert on Sidekick’s platform, programs, integrations, and technical capabilities, leading technical conversations without requiring CTO involveme
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