Forward Deployed Engineer

Back to jobsForward Deployed EngineerRemote - USApplyAbout Dropzone AI Dropzone’s mission is to scale cybersecurity beyond human limits, and augment every single human security engineer/analyst with an army of AI security specialists. Humans alone cannot sufficiently protect our digital future, and AI augmentation is the only way for defenders to reclaim the high ground. We are an award winning company disrupting the $200B+ cybersecurity market. Powered by Gen AI advancements, our technology offloads repetitive day-to-day work and frees human analysts to focus on real threats and higher-value projects. We are venture-backed, and our team has a rare blend of deep experience across cybersecurity, AI/ML, and SaaS product development. Join us if you want to be on the ground floor of using Gen AI to transform cyber defense. Learn more at www.dropzone.ai.About the role In this role, you will work across strategic customer accounts to help Dropzone become more trusted, accurate, and embedded in day-to-day security operations. You will work directly with customers, TAMs, Product, Engineering, and security stakeholders to understand each customer’s workflows, policies, escalation paths, exceptions, analyst expectations, and operational goals. This is not a traditional implementation manager role, and it is not a replacement for the TAM. The TAM remains the primary owner of the customer relationship and account management motion. The FDE is not the primary account manager or ticket triage owner. Instead, the Forward Deployed Engineer provides deeper technical and operational support behind the scenes and, when appropriate, directly with customers during onboarding, optimization, large-scale pilots, or high-priority account work. You should expect direct customer interaction in this role, especially with strategic customers during onboarding, optimization, and ongoing tuning work. You should also be comfortable operating behind the scenes with TAMs, Product, and Engineering to review investigations, identify tuning opportunities, build and deploy customer-specific configurations, refine response workflows, and measure whether Dropzone is becoming more useful, trusted, and sticky inside the customer’s SOC. You will also help create continuity from pre-sales discovery through post-sales operationalization for strategic customers, especially where understanding the customer’s environment early can improve the long-term customer experience.   What you'll do Support strategic customer accounts as a technical and operationalization-focused resource. Partner with TAMs to help customers operationalize Dropzone without replacing the TAM as the primary account owner. Lead or support technical discovery for strategic customers, strategic pilots, and high-profile accounts. Review Dropzone investigations to identify tuning opportunities, outcome alignment gaps, workflow friction, and areas where customer trust can improve. Draft and refine tuning recommendations based on each customer’s specific environment, workflows, policies, and analyst expectations. Configure response workflows, notifications, escalation paths, and customer-approved behaviors. Translate customer SOC practices into precise, approved Dropzone behavior. Help customers identify functional alternatives or product-supported paths before escalating product gaps. Open and document internal support or product cases when customer needs cannot be met through existing functionality. Produce tuning, efficacy, and operationalization reports for strategic accounts. Track impact through analyst feedback, outcome disagreement trends, benign resolution trends, tuning coverage, workflow adoption, and customer trust indicators. Partner with Product and Engineering to escalate product gaps with clear evidence and customer context. Build repeatable playbooks for customer tuning, operationalization, and long-term maintenance. Maintain clear boundaries between strategic operationalization, standard...