Customer Experience Engineer
Core
Act as the primary engineering advocate and technical lead for strategic customers, driving incident resolution, service improvement, and operational readiness for mission-critical security services.
Role type
Senior Customer Experience Engineer (Strategic Account Lead)
Builds
Mission-critical security services and customer resilience
Domain
Cybersecurity / Enterprise Security / IT Service Management
Deliverable
client delivery
Required skills
Incident management, complex technical diagnosis, security architecture assessment, regulatory compliance, ITSM practices, service improvement planning, technical mentorship
Preferred skills
Advanced specialization in cybersecurity, cloud, or AI
Technologies
Logs, telemetry, identity, endpoint, network, cloud architecture
Responsibilities
Lead coordinated response to high-severity incidents and major escalations; Own and drive customer Service Improvement Plans and health reviews; Analyze customer telemetry and support trends to identify systemic risks; Develop technical readiness materials, playbooks, and lessons learned; Mentor peers to raise engineering capability.
Seniority
Senior, hands-on IC with strategic leadership
