Security Customer Experience Engineer II

Deeply engage with Solution Architects, Product Managers, and Support Engineers to understand customer architecture, break/fix issues, and business operations as you help resolve critical escalations in a swift manner. Share insights and recommendations with customers, support, and account teams as well as help contribute to customer-facing documentation to ensure self-remediation to known product issues. Collaborate with software engineers to diagnose, troubleshoot, and resolve complex product problems. Utilize your knowledge and expertise to mentor others and support the technical development of an international team. Communicate with customers to provide updates and gather additional information as needed. Provide insights and feedback to Engineering and Product Management teams to drive continuous improvement. Collaborate with engineering on new feature design and testing to ensure customers success Bachelor's Degree Engineering, Computer Science, Information Technology (IT), Data Analytics/Science, Artificial Intelligence (AI), or related field AND 2+ years experience in technology industry, cloud, technical support, and/or customer experience engineering OR equivalent experience. 2+ year experience directly engaging and managing customer relationships in consultative or account management-oriented roles. Bachelor's Degree in Engineering, Computer Science, or related field 4+ year(s) experience in software industry experience related to technology OR equivalent experience. 4+ year experience directly engaging and managing customer relationships in consultative or account management-oriented roles. Demonstrated exceptional written and verbal communication skills with ability to adjust communication style based on the audience. Demonstrated ability to collaborate across teams and overcome obstacles by resolving issues regardless of team boundaries. Demonstrated passion for data driven decision making to help diagnose, resolve, and improve service offerings.