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 (Incident Manager & Strategic Lead)
Builds
Mission-critical security services and improved customer resilience
Domain
Enterprise Security, Cloud, IT Service Management
Deliverable
client delivery
Required skills
Incident management, root-cause analysis, security architecture assessment, cloud architecture reasoning, ITIL practices, service improvement planning, technical readiness content creation, regulatory compliance knowledge
Preferred skills
Advanced degree in Cybersecurity/CS, CISSP/CCSP/CISM certifications, ITIL 4 Foundation, crisis leadership experience
Technologies
Cloud environments, Identity systems, Endpoint security, Network architecture, Telemetry systems
Responsibilities
Lead coordinated response to high-severity product and service incidents, develop and scale service improvement plans, analyze customer telemetry to identify systemic risks, mentor peers on technical expertise, represent engagements with CISO-level stakeholders
Seniority
Senior, hands-on IC with leadership responsibilities
