About the role
Strategic Technical Leadership: Serve as the Customer Lead Engineer (CLE) for assigned strategic customers, acting as the primary engineering advocate and technical lead for the MCSfMSC engagement. Develop a deep understanding of each customer's security architecture, business goals, and operational environment, and represent the engagement with stakeholders up to and including the CISO level. Accelerated Incident Resolution: With minimal guidance, lead the coordinated response to high-severity product and service incidents and major escalations, serving as Incident Manager both for your assigned customers and through participation in a rotational incident management function. Drive mitigation, engineering engagement, stakeholder alignment, executive communications, and timely root-cause analysis while maintaining clear accountability boundaries with product engineering and support teams. Proactive Engagement: Own and drive customer Service Improvement Plans, health reviews, and outcome-based improvement tracking. Analyze customer telemetry, product-health signals, support trends, and escalation patterns to identify systemic risks and recommend improvements to resilience, security posture, operational readiness, and product supportability. Continuous Improvement: Identify systemic issues and use insights from customer engagements to improve how MCSfMSC delivers mission-critical services. Develop and scale better practices, tools, technical readiness materials, playbooks, and lessons learned that strengthen product quality, supportability, customer experience, business operations, and future incident response. Mentor peers and share technical expertise to raise engineering capability across
the team. Bachelor's Degree in Engineering, Computer Science, Information Technology (IT), Data Analytics/Science, Artificial Intelligence (AI), or related field AND 4+ years experience in technology industry, cloud, technical support, and/or customer experience engineering OR equivalent experience. Bachelor's degree in Cybersecurity, Computer Science, Computer or Software Engineering, Information Systems, or a related field, or equivalent practical experience. 7+ years of experience in a customer-facing technical security role, including leadership of high-severity product or service incidents, crisis situations, or complex technical escalations. Ability to diagnose and scope complex technical issues across enterprise security environments, including interpreting logs and telemetry, assessing product behavior, and reasoning across identity, endpoint, network, and cloud architecture to validate customer impact and engage the right engineering teams. Professional proficiency in written and spoken English sufficient to translate complex technical issues into clear business impacts and communicate effectively with customers, engineers, product teams, and executive stakeholders. Advanced degree (such as a Master's or PhD) in Cybersecurity, Computer Science, Computer or Software Engineering, Information Systems, or a related field, or demonstrated advanced specialization through substantial technical leadership, applied research, or recognized professional expertise. Proven ability to develop service improvement plans, conduct customer health reviews, analyze operational signals, or create technical readiness content. Applied knowledge of regulatory compliance and enterprise risk management frameworks, combined with IT Service Management (ITSM) practices based on ITIL or comparable industry standards, including major incident management, problem management, change enablement, and continual improvement. One or more relevant security, cloud, AI, or service management certifications or comparable industry credentials. Examples include: Industry security certifications: ISC² CISSP, ISC² CCSP, ISACA CISM, GIAC GDSA, GIAC GSTRT, GIAC GCIH Service management: ITIL 4 Foundation, advanced ITIL certifications, or comparable ITSM credentials. Ability to participate in a shared, scheduled 24x7x365 on-call rotation, including occasional work outside standard business hours and on weekends.
