Senior Customer Experience Engineer
Core
Serve as the primary engineering advocate and technical lead for strategic customers, managing high-severity incidents and driving service improvements for mission-critical security services.
Role type
Senior Customer Experience Engineer (Customer Lead Engineer)
Builds
Mission-critical security services and operational resilience for enterprise clients
Domain
Enterprise Cybersecurity and Cloud Operations
Deliverable
client delivery
Required skills
Incident management, complex technical diagnosis, security architecture assessment, stakeholder communication, service improvement planning, ITIL practices, regulatory compliance knowledge
Preferred skills
Advanced degree in Cybersecurity/CS, leadership in crisis situations, technical readiness content creation
Technologies
Cloud, Identity, Endpoint, Network, Telemetry, Logs
Responsibilities
Lead coordinated response to high-severity product and service incidents; Develop and scale better practices, tools, and playbooks based on customer engagement insights; Analyze customer telemetry and support trends to identify systemic risks; Represent the engagement with stakeholders up to the CISO level; Mentor peers and share technical expertise across the team
Seniority
Senior, hands-on IC with leadership responsibilities
