Introduction
FDE customer problem solving is the bread and butter of this job. The clients rarely understand the problem that they truly have. They present a superficial set of issues, like “the system is slow” or “our reports are wrong”.
An FDE goes through the process of determining the root problem, and finding a solution that will actually fix the issue. The guide presents a step-by-step FDE approach, and explains some general skills in customer problem solving.
What Is Customer Problem Solving in the FDE Role?
Customer problem solving is addressing the problems in such a way that the true constraints for the customer are discovered and subsequently removed. This includes not only the resolution of tickets, but also the improvement of the product beyond the explicitly requested features.
An FDE solves the why, the who, the what, and the when of a problem. These questions often bring the discussion to a place where an entirely different problem is discovered.
What Is a Forward Deployed Engineer?
A Forward Deployed Engineer, also known as FDE, is a software engineer who is engaged directly with the customer to research and resolve a particular issue. Some FDEs operate on-site with the client, while others are remote but still very close to the point of sale.
The FDE role is new in Palantir, but many AI companies and start-ups have been filling such positions.
Why Is Customer Problem Solving Important?
Software systems are only valuable when they solve a real-world problem. The product development process is challenging, and it delivers high risk if the wrong thing is built. There is also risk if the right product is built, but it fails to be correctly deployed.
FDEs reduce both risks because they are extremely close to the point of sale. Therefore, FDEs are the ones who notice the issues first, fix them, and consequently increase the value of the product. This increases the rate of renewals and references from the customer.
How Do FDEs Solve Customer Problems?
There are six steps to solving the problems faced by the client.
1. Listening to Build Contextual Understanding
FDEs begin their problem-solving journey with listening. The best way is to sit with the users and watch what they do. Some questions can be asked, but a lot of FDEs gather stories and points of pain without trying to resolve them immediately. Listening is key not only to understanding the problem but also to saving time – the right discussion with the users can often replace weeks of research.
2. Discovering the Root Cause
Symptoms are not the same as causes. If reports are appearing slow, it can be due to a number of reasons. An FDE begins asking why until they get to the root cause of the issue. They also use the logs and data exploration to find and validate the cause.
3. Designing a Target for Success
At this point, FDEs work with the client to design a target for success. For example, the target can be reducing the report generation time from two hours to ten minutes. The target is a goal that both parties strive to achieve, and it should be specific. It will also help the FDE to prove that the problem has actually been resolved.
4. Rapid Prototyping to Build a First Working Version
At this stage, the FDE creates a simple prototype of the solution. Instead of spending months designing the perfect thing, a working version is created in a couple of days. This helps to both validate the direction and get an early working version to the user.
5. Validating the Problem and Solution Assumptions With End Users
This stage is about testing and iterating. The prototype is given to the end-users for testing, and the FDEs watch what they do and listen to their feedback. This is often when the problem is found in completely different places than the FDEs thought.
6. Scaling and Internalizing the Learning
At this point, the FDE rolls out the solution, documents everything, and educates the team of the lessons learned. The FDEs also share the details with the product team since resolving a problem for a client often means that this problem is widespread.
Example of Solving a Customer Problem
An FDE was called to a logistics company whose managers keep complaining about incorrect reports. The customer wants a new reporting feature built.
After a listening session, the FDE discovers that the managers are not the right users to look at. In the reports, the deliveries are incorrect because the drivers fill in the delivery time by hand, and there are often inaccuracies there. The FDE proceeds to design a simple tool to capture the delivery time from the driver’s phone. They test this version with some drivers, fixing the reported issues, and roll out the solution.
Customer Problem-Solving Habits That Make You Hireable
Curiosity: Ask questions until you see the problem clearly.
Humility: Know when you don’t know, and always do the research.
Focus: Concentrate on the problem that makes the biggest difference.
Write Clearly: Help your audience understand your findings.
Follow-through: Finish what you started and ensure it works.
Customer Problem-Solving Anti-patterns
Even the best FDEs fall for these customer problem-solving traps:
Building a feature before fully understanding the problem.
Looking at symptoms and not seeking the root cause.
Lack of engagement with end-users.
Designing too much up-front before building a prototype.
Not measuring and proving the impact.
Essential Skills for FDE Customer Problem Solving
The FDE role is in demand because it requires a combination of technical and soft skills. Technical skills include Python, TypeScript, and SQL proficiency, especially in relation to data exploration, visualization, querying, and debugging. Understanding of data engineering concepts such as APIs, data pipelines, and data modeling is essential, as is the working knowledge of AI/LLM concepts and cloud technologies.
In terms of soft skills, FDEs must possess excellent listening and communication abilities, clarity of expression, composure under pressure, and a sense of ownership.
Both skill sets are required for success in the FDE role, and the lack of either will hurt the FDE’s effectiveness.
Why Are FDE Customer Problem-Solving Roles in High Demand?
Multiple factors contribute to the demand for FDEs. The clients want more solutions, but to get them to the stage where these solutions can absorb the value, they need to be supported through the complex problem-solving process.
These companies are realizing that AI products require special orchestration to succeed. Enterprise-level sales call for a deep understanding of each particular use case. Product development needs continuous feedback from the frontline. All these reasons are driving the growth of this space.
The Value of an FDE Career Path
An FDE career appears to be a natural fit for many people. The skills learned on the job can be repurposed in several different ways. Some FDEs grow into product management, others become engineering managers or solutions architects. There are also FDEs who go into entrepreneurship. The ability to solve real-world problems is valuable in all of these areas.
Getting Started With Your FDE Customer Problem-Solving Journey
Many FDEs did not have an FDE-specific curriculum, but they managed to acquire the needed skills nonetheless. To do this, get to know the basics: data, Python, and SQL. Learn how to debug code and messy data. Learn how to ask good questions. Practice questioning the world using the five whys framework. Build the first project that attempts to solve some real-world problem for the people you love.
Next, learn to present your findings clearly. Practice explaining some challenging concepts in simple terms. Pick a domain and begin learning its fundamentals. Finally, get into the trenches and practice all of this in a live setting, perhaps in a bootcamp.
It is more important to have some interesting projects than to collect random certificates.
Final Thoughts
Customer problem solving in the context of FDE is the process through which the software product provides actual value to the client. While new features are being created, they are made more relevant to the client. However, no matter how smart the product is, someone still needs to install it and ensure it is working correctly.
FDEs take on this responsibility because they combine analytical and interpersonal skills. They come from all walks of life, but they all have one thing in common: problem-solving interest. If you are one of these people, then it is time to get started.