Forward Deployed Engineer

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

📋 Description

• Assist strategic customer accounts as a resource focused on technical support and operationalization.

• Collaborate with Technical Account Managers (TAMs) to aid customers in operationalizing Dropzone while maintaining the TAM as the primary account manager.

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

• Analyze Dropzone investigations to uncover tuning opportunities, alignment gaps in outcomes, workflow issues, and areas for improving customer trust.

• Create and enhance tuning recommendations tailored to each customer’s unique environment, workflows, policies, and analyst expectations.

• Set up response workflows, notifications, escalation procedures, and customer-approved actions.

• Convert customer Security Operations Center (SOC) practices into clear, authorized Dropzone behaviors.

• Assist customers in exploring functional alternatives or supported product solutions prior to escalating product deficiencies.

• Initiate and document internal support or product cases when customer requirements exceed current functionalities.

• Generate tuning, efficacy, and operationalization reports for strategic accounts.

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

• Collaborate with Product and Engineering teams to escalate product deficiencies with solid evidence and customer context.

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

• Maintain distinct boundaries between strategic operationalization, standard support, incident response, and custom development.

⛳️ Requirements

• Over 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.

• In-depth understanding of SOC workflows, alert triage, escalation paths, investigation quality, analyst expectations, and overall security operations.

• Technical expertise in areas including scripting, development, APIs, integrations, networking, Site Reliability Engineering (SRE), Cloud Operations (CloudOps), DevOps, or security automation.

• Capability to interpret ambiguous customer contexts into accurate technical configurations.

• Strong written and verbal communication skills.

• Excellent judgment concerning customer requests, product gaps, risks, scope, and escalation processes.

• Ability to manage various customer workstreams with a strong commitment to follow-through.

• Comfortable working directly with customers as well as operating behind the scenes with TAMs, Product, and Engineering teams.

• Adaptable to working in an early-stage environment characterized by ambiguity and a high degree of ownership.

• Possesses an early-stage startup mindset.

🏝️ Benefits

• Company-paid health insurance

• 401K Plan with employer match

• Self-Managed Paid Time Off (PTO)

• Parental leave

• Generous benefits package