Senior Security Customer Experience Engineer
Core
Primary technical lead and customer advocate managing complex escalations, root cause analysis, and service improvement for strategic customers.
Role type
Senior Security Customer Experience Engineer
Builds
Operational excellence through automation, process improvements, and scalable customer success practices
Domain
Cybersecurity, Cloud, AI, Service Management
Deliverable
Dashboards & analysis
Required skills
Root cause analysis, incident response coordination, technical escalations management, customer telemetry analysis, readiness content development, stakeholder engagement, automation, process improvement
Preferred skills
Voice of the Customer (VOC) synthesis, product direction influence, operational signal analysis, troubleshooting resource creation
Technologies
Cloud platforms, Security tools, AI systems, Service management frameworks
Responsibilities
Manage complex technical escalations and coordinate incident response activities; Conduct root cause analysis and translate customer issues into service improvement opportunities; Proactively perform health reviews and analyze operational signals to identify risks; Guide customers in understanding platform capabilities and deployment considerations; Gather and synthesize customer feedback, usage patterns, and operational insights; Partner with product and engineering teams to improve customer experience and influence product direction; Analyze customer telemetry, trends, incidents, and product signals to identify recurring issues; Contribute to the development of readiness content, technical guidance, and operational best practices; Drive operational excellence through automation and process improvements
Seniority
Senior, hands-on IC with mentorship responsibilities