Manager, Forward Deployed Engineering

Role overview A digital identity platform is hiring a Manager of Forward Deployed Engineering to sit within Product Operations and act as the connective tissue between customers, the product team, and engineering. This role owns a small team of forward-deployed engineers who embed with customers, diagnose integration problems firsthand, and convert field observations into structured input for product ontology and engineering. The position is fully remote and requires roughly 20% travel to customer sites.

Responsibilities - Lead and mentor a team of forward-deployed engineers, setting clear goals and supporting their technical and career growth. - Translate ambiguous, in-the-field customer problems into precise technical requirements, data model implications, and well-scoped engineering asks. - Document and route customer-reported issues, edge cases, and feature gaps so internal teams have full context without needing to engage the customer directly. - Build repeatable processes such as templates, intake forms, and escalation paths that prevent customer problems from getting lost between teams. - Maintain and prioritize the team's backlog, balancing urgent customer needs against long-term platform and ontology investments, and partner with leadership on roadmap and capacity planning. - Establish metrics for team throughput, customer impact, and time-to-resolution, and use them to improve how the team operates. - Build durable, trusted relationships with customer technical and business stakeholders during implementation, expansion, and escalation moments.

Requirements - 5+ years in a customer-facing engineering role such as forward-deployed engineering or solutions engineering. - Background at a B2B SaaS or platform company, working with enterprise or government-adjacent customers. - Demonstrated ability to communicate between customers and internal product or engineering teams on technical integration topics. - Experience managing engineers, including goal-setting, mentorship, and performance development. - Comfort prioritizing a backlog that mixes urgent customer asks with longer-term platform work. - Willingness to travel to customer sites up to 20% of the time.

Benefits and work setup - Fully remote work with on-site customer visits as needed. - Base salary range for the Mountain View, CA location is $188,000–$275,000 USD, with final offers determined by experience, skills, education, training, and location. - Comprehensive medical, dental, and vision coverage, health savings and flexible spending accounts, basic and voluntary life and AD&D insurance, and short- and long-term disability, accident, and critical illness coverage. - 401(k) with company match, parental leave, and unlimited paid time off subject to PTO policy terms, including eight company-wide holidays. - Additional offerings include an employee assistance program, pet insurance, travel assistance, wellbeing and childcare discounts, benefit advocates, a learning and development benefit, and a referral bonus policy.