Manager, Forward Deployed Engineering

Manager, Forward Deployed Engineering

Mountain View, California, United States

is the next-generation digital identity wallet that simplifies how individuals securely prove their identity online. Consumers can verify their identity with  once and seamlessly login across websites without having to create a new login and verify their identity again. Over 152 million users experience streamlined login and identity verification with  at 20 federal agencies, 45 state government agencies, and 70+ healthcare organizations.

More than 600+ consumer brands use  to verify communities and user segments to honor service and build more authentic relationships. 's technology meets the federal standards for consumer authentication set by the Commerce Department and is approved as a NIST 800-63-3 IAL2 / AAL2 credential service provider by the Kantara Initiative.  is committed to "No Identity Left Behind" to enable all people to have a secure digital identity.

is a full-time, in-office culture. Unless a specific job description explicitly states otherwise, all roles are on-site five days per week at one of our offices in McLean, VA;
Mountain View, CA;
New York City, NY; or Tampa, FL. Certain roles — such as field-based sales or other remote-by-design positions — may have different work arrangements as noted in their individual postings.

At , we embrace the thoughtful use of AI tools in our daily work and there are even occasions where we leverage AI in our hiring process. However, during the interview process, we want to understand your individual skills and experiences. Therefore, we have guidelines on how AI can be appropriately used during your application and interviews which can be found here.

is looking for a Manager of Forward Deployed Engineering to sit within Product Operations and act as the connective tissue between our customers, our product team, and engineering. This role owns a small team of forward-deployed engineers who embed directly with customers, diagnose real-world integration challenges, and translate what they learn into clear, structured input the product ontology and engineering teams can act on.

You'll be equally comfortable in a customer war room and in a backlog-grooming session — someone who can build trust with a customer's technical stakeholders one hour and prioritize your team's next two sprints the next.

Customer Problem Communication

• Serve as the primary translator between customers and 's product ontology and engineering teams — turning 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 product ontology and engineering have the context they need without having to talk to the customer directly.
• Build repeatable processes (templates, intake forms, escalation paths) that keep customer problems from getting lost or garbled between teams.

Team Leadership and Prioritization

• Manage and grow a team of forward deployed engineers, setting clear goals and providing technical and career mentorship.
• Build, maintain, and prioritize the team's backlog of customer-driven work, balancing urgent customer needs against long-term platform and ontology investments.
• Partner with Product Operations and Engineering leadership to align FDE work with broader roadmap and capacity planning.
• Establish metrics to track team throughput, customer impact, and time-to-resolution, and use them to continuously improve how the team operates.

Customer Relationships

• Build durable, trusted relationships with customer technical and business stakeholders, acting as a face of  during implementation, expansion, and escalation moments.
• Travel on-site or join deep working sessions with customers as needed to understand their environment firsthand.
• Represent the voice of the customer internally, and represent 's technical roadmap and constraints externally, in a way that keeps both sides aligned.

• 5+ years in a customer-facing engineering role (forward deployed engineering, solutions engineering, sales…