Customer Experience Engineering IC4
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 IC Customer Experience Engineer (Security)
Builds
Mission-critical security services and customer resilience
Domain
Cybersecurity / Enterprise Security Operations
Deliverable
client delivery
Required skills
Incident management, security architecture analysis, telemetry interpretation, root-cause analysis, stakeholder alignment, playbook development, mentorship
Preferred skills
None stated
Technologies
None stated
Responsibilities
Lead coordinated response to high-severity product and service incidents; own and drive customer Service Improvement Plans and health reviews; analyze customer telemetry and escalation patterns to identify systemic risks; develop tools, playbooks, and lessons learned to improve product quality and supportability; mentor peers to raise engineering capability.
Seniority
Senior, hands-on IC
