Security Customer Experience Engineer II
Core
Act as a trusted technical advisor during high-severity customer incidents, collaborating with engineering teams to deliver durable resolutions and translate customer feedback into product improvements.
Role type
Senior IC customer experience engineer (technical support)
Builds
Durable, high-quality resolutions for high-severity incidents; product reliability and self-remediation guidance
Domain
Technology industry, cloud, customer experience engineering
Required skills
Structured problem-solving, technical communication, cross-functional collaboration, product feedback translation, operational excellence, AI-assisted investigation, automation strategy, documentation, validation testing
Preferred skills
None stated
Technologies
AI-based investigation and summarization tools
Responsibilities
Engage directly with customers via phone, email, and web channels during high-severity incidents; Collaborate with Software Engineers, Product Managers, and Architects to deliver resolutions; Translate customer escalations into actionable insights for Engineering and Product teams; Apply structured approaches to escalation management to improve consistency and time-to-mitigation; Identify recurring pain points and propose proactive improvements and automation strategies
Seniority
Senior, hands-on IC
