Manager, Forward Deployed Engineering

Responsibilities

Customer Problem Communication

• Translate ambiguous customer problems into precise technical requirements, data model implications, and well-scoped engineering requests.
• Document and route customer-reported issues, edge cases, and feature gaps for product ontology and engineering teams.
• Build repeatable processes, including templates, intake forms, and escalation paths.

Team Leadership and Prioritization

• Manage and grow a team of forward-deployed engineers through goal-setting, technical mentorship, and career development.
• Build, maintain, and prioritize a backlog of customer-driven work.
• Balance urgent customer needs with long-term platform and ontology investments.
• Partner with Product Operations and Engineering leadership on roadmap and capacity planning.
• Establish metrics for team throughput, customer impact, and time-to-resolution.

Customer Relationships

• Build trusted relationships with customer technical and business stakeholders.
• Participate in customer implementations, expansions, escalations, on-site visits, and deep working sessions.
• Represent customer needs internally and communicate ID.me’s technical roadmap and constraints externally.

Requirements

• 5+ years in a customer-facing engineering role, such as forward-deployed, solutions, sales, or implementation engineering.
• 2+ years managing engineers.
• Experience translating real-world customer problems into technical specifications for engineering and data or ontology teams.
• Experience building and prioritizing a small team’s backlog under competing customer deadlines.
• Strong technical fluency with API documentation, data models, and integration troubleshooting.
• Excellent relationship-building skills with technical and non-technical stakeholders, including executives.
• Clear, structured written and verbal communication skills.

Nice to Have

• Experience with identity proofing or fraud.
• Experience with data, knowledge graph, or ontology systems.
• Experience at a high-growth B2B SaaS or platform company.

Compensation and Benefits

• Annual base salary: $188,000–$275,000 USD.
• Base salary excludes bonus, sales incentives, equity, and benefits.
• Benefits include medical, dental, and vision insurance; HSA and FSA programs; commuter benefits; life and disability insurance; 401(k) with company match; parental leave; paid time off and company holidays; learning and development benefits; and additional wellness, childcare, pet insurance, and employee assistance programs.