Forward Deployed Engineer

This is a fully remote position, open to applicants in United States.

📋 Description

• Provide support to strategic customer accounts as a resource focused on technical and operational aspects.

• Collaborate with Technical Account Managers (TAMs) to assist customers in operationalizing Dropzone while ensuring the TAM remains the primary account owner.

• Lead or assist in technical discovery initiatives for strategic customers, pilot programs, and high-profile accounts.

• Review investigations to pinpoint opportunities for tuning, gaps in outcome alignment, workflow issues, and enhancements in customer trust.

• Create and refine tailored tuning recommendations for customers.

• Set up response workflows, notifications, escalation pathways, and behaviors that are approved by customers.

• Convert customer Security Operations Center (SOC) practices into specific, sanctioned behaviors for Dropzone.

• Identify functional alternatives or product-supported pathways before escalating any product gaps.

• Initiate and document internal support or product cases when current functionalities do not meet customer requirements.

• Generate reports on tuning, efficacy, and operationalization.

• Monitor impact through analyst feedback, trends in outcome disagreements, benign resolution patterns, tuning coverage, workflow adoption, and indicators of customer trust.

• Collaborate with Product and Engineering teams to escalate product gaps with supporting evidence and customer context.

• Develop repeatable playbooks for customer tuning, operationalization, and ongoing maintenance.

• Maintain clear distinctions between strategic operationalization, standard support, incident response, and custom development.

• Ensure continuity from pre-sales discovery through post-sales operationalization for strategic customers.

• Work directly with customers during the onboarding process, optimization efforts, large-scale pilot projects, and high-priority account tasks.

⛳️ Requirements

• 4+ years of experience in a customer-facing technical position such as Forward Deployed Engineer, Solutions Architect, Security Engineer, Detection Engineer, Technical Customer Success Engineer, or Sales Engineer.

• Strong knowledge of SOC workflows, alert triage, escalation pathways, investigation quality, analyst expectations, and security operations.

• Technical expertise in scripting, development, APIs, integrations, networking, SRE, CloudOps, DevOps, or security automation.

• Capability to translate vague customer contexts into precise technical configurations.

• Excellent written and verbal communication skills.

• Sound judgment regarding customer requests, product gaps, risks, scope, and escalation paths.

• Ability to handle multiple customer workstreams with strong follow-through.

• Comfort in engaging directly with customers while collaborating behind the scenes with TAMs, Product, and Engineering teams.

• Adaptability to work in an early-stage environment characterized by ambiguity and significant ownership.

• An early-stage startup mindset; thriving on ambiguity and rapid execution.

• A data-driven approach to problem-solving.

🏝️ Benefits

• Equipment provided by the company.

• Company-funded health insurance.

• 401K Plan with employer matching contributions.

• Self-managed Paid Time Off (PTO).

• Parental leave offered.

• Above-market equity grants for new hires.

• Comprehensive benefits package.

• Option for remote work from home.

• Opportunities for professional travel and participation in events.