Senior Forward Deployed Engineer - SDK Integration

Job Purpose:

The Senior Forward Deployed Engineer - SDK Integration is a senior, customer-facing technical contributor responsible for ensuring customers successfully integrate and get value from IMS's mobile SDKs, which power telematics, mobility, and insurance technology solutions. Working primarily post-sales, this role acts as the technical bridge between IMS and its customers' mobile development teams, owning SDK integrations from kick-off through go-live and beyond across native iOS and Android and Kotlin Multiplatform (KMP). The role is expected to operate with a high degree of autonomy, making independent technical and customer-facing decisions, and to proactively shape how IMS supports and delivers SDK integrations.

This position is ideal for an experienced mobile SDK developer, or an experienced app developer with strong SDK integration experience, who also brings consultative, customer-facing experience who enjoys a balance of hands-on coding and advising others. The successful candidate will be comfortable working inside customer codebases to diagnose and resolve integration issues, explaining complex technical concepts clearly to both engineers and non-technical stakeholders, and using real-world customer insight to drive improvements to IMS's SDK, support model, and delivery processes.

Key Responsibilities:

Customer SDK Integration & Delivery

• Independently own the technical delivery of IMS SDK integrations for customers, from technical kick-off and environment setup through testing, go-live, and early-life support.
• Guide customer engineering teams through integrating the IMS SDK into native iOS (Swift) and Android (Kotlin) apps, including SDK components built with Kotlin Multiplatform (KMP).
• Advise customers on SDK configuration for trip detection, crash detection, and related features, including the appropriate setup for phone-only, Bluetooth-enabled device, and OBD-based use cases.
• Support customers in implementing SDK authentication and user session management, including token-based (e.g. JWT) authentication flows.
• Build sample code, reference implementations, and proof-of-concept apps to help customers adopt SDK features quickly and correctly.
• Ensure customers correctly implement platform permissions and background behaviour (location, motion, Bluetooth, notifications) required for reliable data capture.

Technical Troubleshooting & Escalation Support

• Independently diagnose and resolve complex customer integration issues by reviewing customer code, SDK logs, device behaviour, and backend data.
• Reproduce customer-reported issues across devices, OS versions, and frameworks, and determine whether the root cause sits in the customer app, the SDK, or the platform.
• Act as the senior technical point of contact for customer escalations relating to SDK integrations, working with the Service Desk and engineering teams to drive issues to resolution.
• Raise clear, well-evidenced defect reports and feature requests for the SDK engineering teams, including reproduction steps and supporting data.
• Contribute fixes or improvements to SDK wrappers, sample apps, and integration tooling where appropriate.

Customer Consultation & Enablement

• Build trusted technical relationships with customer engineering teams, product owners, and stakeholders.
• Run technical workshops, integration reviews, and onboarding sessions to help customers understand SDK capabilities, best practices, and trade-offs.
• Advise customers on mobile best practices that affect telematics data quality, such as battery optimisation, background execution limits, and OS-specific restrictions.
• Translate customer business requirements into practical technical integration approaches.
• Communicate clearly and confidently with both technical and non-technical audiences, setting realistic expectations on scope, timelines, and outcomes.

Process Improvement & Technical Leadership

• Proactively identify gaps and inefficiencies in SDK support and delivery processes, and propose and drive practical improvements.
• Make independent decisions on integration approaches, issue prioritisation, and customer recommendations, escalating only where business or product impact requires it.
• Define and evolve repeatable integration playbooks, onboarding checklists, and support standards that scale across customers.
• Recommend measures of integration and support effectiveness, such as time-to-integrate and escalation volumes, and use them to guide improvements.
• Share knowledge and mentor colleagues across Engineering, Service Desk, and Customer Success on SDK integration and troubleshooting.
• Influence the SDK roadmap by presenting evidence-based recommendations to Engineering and Product leadership.

Product Feedback & Cross-Functional Collaboration

• Work closely with SDK Engineering, Product, QA, Customer Success, and Account Management to ensure a smooth customer integration experience.
• Capture recurring integration challenges and customer needs, and feed them back into the SDK roadmap and product decisions.
• Partner with engineering teams to validate new SDK releases with customers and support customers through version upgrades and migrations.

Documentation, Tooling & Continuous Improvement

• Create and maintain integration guides, FAQs, troubleshooting playbooks, and knowledge base content for customers and internal teams.
• Identify opportunities to simplify the SDK integration experience and reduce time-to-integrate for new customers.
• Help improve internal processes for customer onboarding, issue triage, and knowledge sharing, including the use of AI-assisted tools where they add value.

Essential Qualifications & Experience

• 5+ years of experience in mobile application development for iOS and/or Android in production environments.
• Strong proficiency in Swift (iOS) and/or Kotlin (Android), with a solid understanding of app lifecycle, permissions, and background processing.
• Experience developing mobile SDKs or libraries for use by other developers (ideal), or substantial experience integrating third-party SDKs into mobile applications.
• Experience working with Kotlin Multiplatform (KMP) in production iOS and/or Android projects.
• Proven experience in a customer-facing technical role, such as solutions engineering, technical consulting, integration support, or professional services.
• Experience working with RESTful APIs and authentication mechanisms such as OAuth or JWT.
• Strong debugging and problem-solving skills, including analysing logs and reproducing issues across devices and OS versions.
• Excellent written and verbal communication skills, with the ability to explain technical concepts to varied audiences.
• Demonstrated ability to work autonomously, make sound independent decisions, and manage multiple customer integrations and priorities at once.
• A track record of proactively improving technical support, delivery, or customer onboarding processes.

Bonus Qualifications:

• Experience with React Native, including native modules and bridges to iOS and Android code.
• Familiarity with Flutter and platform channels.
• Experience in telematics, IoT, insurance technology, fleet management, or connected mobility applications.
• Familiarity with location services, motion sensors, Bluetooth, and other device sensors used for data capture.
• Experience supporting B2B customers or partners integrating a developer platform, SDK, or API product.
• Experience creating developer documentation, sample apps, or technical training materials.
• Familiarity with AWS or other cloud platforms, and with tools for log analysis and monitoring.
• Experience working with global, distributed teams and customers across different time zones.

Other Contextual Information:

• Remote role based in the United Kingdom or Canada (Ontario).
• Primarily post-sales, with occasional involvement in pre-sales technical discussions where needed.
• Occasional travel to IMS offices or customer sites may be required for onboarding, workshops, and stakeholder meetings.
• Some flexibility in working hours may be needed to support customers in different time zones and during critical customer go-lives.