The Role
Lead and scale a Forward Deployed Engineering team responsible for complex AI deployments, configuration, quality assurance, customer escalations, and technical integrations. Personally own high-stakes dealer implementations, support sales and go-lives, establish deployment standards, and translate customer feedback into product improvements. The role requires deep conversational AI expertise, strong customer-facing judgment, team leadership, and regular US travel while working US-overlapping hours.
Summary Generated by Built In
Manager – Forward Deployed Engineering (FDE)
Department: Customer Support / Forward Deployed Engineering
Experience: 6–10 Years
Employment Type: Full-Time
Timing: 6 PM - 03 AM (US Business Hours)
Location: On-site, Gurgaon, Haryana
About Spyne
Spyne is rebuilding the $12B+ automotive software stack from the ground up, giving dealers the AI-powered tools they need to sell more cars, faster. Founded by ex-Amazon, Cox, and OYO operators, Spyne has grown 30x in under three years and now serves 1,500+ dealerships across the US.
The company entered the market through Studio AI, a visual merchandising platform powered by 80+ proprietary AI models that transforms raw car photos into studio-quality images, 360-degree spins, and videos in minutes. Deeply integrated with 60+ dealer tools, from DMS and CRM platforms to major automotive marketplaces, Studio AI has become the trusted foundation inside dealer workflows nationwide.
Now, Spyne is breaking into a much larger opportunity with Vini AI, a conversational Voice AI agent that handles inbound and outbound calls, books test drives, follows up on leads, and manages service appointments 24/7 without human intervention. Vini bookings have grown 7x in six months, and dealers who add Vini on top of Studio see ACV expansions of 4–7x.
Together, the two products are converging into a full-stack Retail AI platform covering inventory management, digital retail, and customer relationship management.
Backed by Accel, Vertex Ventures, and Storm Ventures, Spyne is targeting $50M ARR by the end of 2026 and positioning itself to become the category-defining AI platform for the modern dealership.
The Role
Spyne builds AI for US car dealerships: we get their cars online faster and answer their sales and service calls. Our support team no longer just logs tickets. Our forward deployed engineers fix most dealer issues themselves, in production.
You lead that team and set how it works. You take the hardest issues yourself, and you decide which recurring problems become product, so they stop coming back.
What you’ll do
- Fix the hardest escalations: dealer system integrations, agent behaviour, data gaps, and the handoffs between sales, service and F&I. Close the loop with the dealer and the CSM.
- Run the queue: a car not listed or a lead lost outranks a cosmetic bug. Keep response times, and run P0 and P1 incidents and on-call across India and US hours.
- Make fixes safe and fast: rules for access, review and rollback, plus runbooks and AI tooling for triage and diagnosis.
- Own the team’s product work: every FDE spends 20% of their time on a product initiative. You decide which recurring problems they take on, and coach them from spec to shipped, measured impact.
- Build the team: hire 5 to 10 FDEs, review their code, and keep the queue covered as FDEs move into PM roles.
How we’ll judge it
- SLAs met, and time to fix P0 and P1 issues
- Issues closed without core Engineering
- Repeat issues eliminated each quarter
- FDE product initiatives shipped, and FDEs moved into PM roles
You’ll do well here if you have
- 6 to 10 years of software engineering, 4+ of them shipping production code, and you still write it.
- 2+ years leading engineers, as a manager or tech lead.
- Been accountable for customer issues in production: response times, incidents, and being on call when something breaks at night.
- Comfort debugging production systems you didn’t write, under customer pressure.
- Clear written and spoken English. You’ll be on calls with US dealers.
Nice to have
- Experience leading a customer-facing engineering team (FDE, solutions engineering, support engineering).
- Exposure to US auto retail, DMS/CRM integrations (CDK, Reynolds, Dealertrack, VinSolutions), or voice and chat agents.
- Mid-Senior level
- Technology, Information and Internet
- Full-time
Skills Required
- 6+ years of experience as a forward deployed engineer, solutions engineer, implementation engineer, or technical account manager
- Meaningful customer-facing experience shipping technical deployments and resolving customer issues live
- Experience leading or mentoring a small technical team
- Deep expertise in voice AI or conversational AI, including prompt engineering, intent design, call flow logic, latency, interruption handling, and transfer behavior
- Fluency with APIs, CRM or DMS integrations, telephony systems, and log reading
- Ability to distinguish configuration issues, training issues, and product gaps and communicate actionable engineering requirements
- Ability to work effectively with dealership executives and backend engineers
- Willingness to work US-overlapping hours from 6pm IST to 3am IST
- Willingness to travel regularly to the United States, including week-long trips for go-lives or critical escalations
- Hands-on prompt engineering experience with LLMs such as GPT-4, Claude, or Gemini
- Automotive, dealer technology, or field service experience
- Experience with agentic AI workflows, tool use, multi-step reasoning, or handoffs
- Familiarity with conversation analytics and quality scoring methodologies
Am I A Good Fit?
Get Personalized Job Insights.
Our AI-powered fit analysis compares your resume with a job listing so you know if your skills & experience align.
Success! Refresh the page to see how your skills align with this role.
The Company
What We Do
One of the biggest pain points for any online seller is to showcase their products in the best possible manner to grab customer attention and increase conversions. Spyne is transforming the way businesses create their catalog using state-of-the-art AI technology. No studio. No photography skills. No complex processes. Just Spyne to create stunning catalogs that drive 40% better conversions. We are building first-of-its-kind AI that would transform the way businesses will create high-impact catalogs without the need for a physical studio. We are building computer vision and AI technology to automate image processing workflows. This will help any business or marketplace shoot, edit, and publish product visuals at scale, at a fraction of the cost, and time. We are helping large e-commerce marketplaces in the automotive, food, fashion, real estate, and retail industry create and upgrade high-quality visual catalogs at scale. Founded in 2018, Spyne is headquartered in Gurugram, India serving 80+ customers across 15+ countries including Amazon India, Karvi, OLACars, and The Luxury Closet Dubai. We are backed by Accel Partners, Storm Ventures, and other marquee investors.
.png){kind=logo}
