Forward Deployed Engineer

Dropzone AI

Technical support specialist for strategic customer accounts at Dropzone AI. Collaborating with teams to enhance cybersecurity operations and customer trust.

Posted 6/16/2026full-timeRemote • 🇺🇸 United StatesMid-LevelSenior💰 $170,000 - $190,000 per yearWebsite

About the role

Key responsibilities & impact

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 support, incident response, and custom development.

Requirements

What you’ll need

4+ years experience in a customer-facing technical role such as Forward Deployed Engineer, Solutions Architect, Security Engineer, Detection Engineer, Technical Customer Success Engineer, or Sales Engineer.
Strong understanding of SOC workflows, alert triage, escalation paths, investigation quality, analyst expectations, and security operations.
Technical acumen in areas such as scripting, development, APIs, integrations, networking, SRE, CloudOps, DevOps, or security automation.
Ability to translate ambiguous customer context into precise technical configuration.
Strong written and verbal communication.
Excellent judgment around customer requests, product gaps, risk, scope, and escalation paths.
Ability to manage multiple customer workstreams with strong follow-through.
Comfort working directly with customers as well as operating behind the scenes with TAMs, Product, and Engineering.
Comfortable working in an early-stage environment with ambiguity and high ownership.
Early-stage startup mindset.

Benefits

Comp & perks

company paid health insurance
401K Plan with employer match
Self-Managed PTO
parental leave
generous benefits package

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

scriptingdevelopmentAPIsintegrationsnetworkingSRECloudOpsDevOpssecurity automationtechnical configuration

Soft Skills

written communicationverbal communicationjudgmentcustomer managementfollow-throughambiguity managementownershipcollaborationproblem-solvingadaptability