Manager, Forward Deployed Engineering
AI summary of the role
This role leads a small team of forward-deployed engineers at ID.me, acting as the bridge between customers, product ontology, and engineering.
What you’ll do
- Serve as primary translator between customers and product/engineering teams, turning ambiguous problems into precise technical requirements.
- Manage and grow a team of forward-deployed engineers, setting goals and providing mentorship.
- Build, maintain, and prioritize the team's backlog of customer-driven work, balancing urgent needs against long-term platform investments.
- Establish metrics to track team throughput, customer impact, and time-to-resolution.
What you’ll bring
- 5+ years in a customer-facing engineering role (forward deployed, solutions, sales, or implementation engineering).
- 2+ years managing engineers.
- Track record of translating real-world customer problems into clear technical specs.
- Experience building and prioritizing a backlog for a small team under competing deadlines.
Technologies
API · data models · integration · knowledge graph · ontology systems · identity proofing · fraud
About ID.me
Digital identity wallet and verification network that lets agencies, employers, healthcare systems, and brands reuse high-assurance login and credential proofing across channels.
Series E · 500–1000 people
Source and classification
Internal deployment & tooling · Evidence for this classification:
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. What You'll Do Customer problem communication Serve as the primary translator between customers and ID.me's product ontology and engineering teams — turning ambiguous, in-the-field customer problems into precise technical requirements, data model implications, and well-scoped
More from the job description
Company Overview ID.me is the next-generation digital identity wallet that simplifies how individuals securely prove their identity online. Consumers can verify their identity with ID.me 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 ID.me at 20 federal agencies, 45 state government agencies, and 70+ healthcare organizations. More than 600+ consumer brands use ID.me to verify communities and user segments to honor service and build more authentic relationships. ID.me’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. ID.me is committed to “No Identity Left Behind” to enable all people to have a secure digital identity. To learn more, visit https://network.id.me/. ID.me 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 ID.me, we embrace the thoughtful [... source excerpt omitted ...] ch can be found here. About the Role ID.me 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 [... source excerpt omitted ...] t You'll Do Customer problem communication Serve as the primary translator between customers and ID.me'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
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