Concierge Security Engineer 3
Global Job Code: SS COP3
Job Level: P3
Position Overview and Objective
The Concierge Security Engineer 3 owns th e technical relationship with their assigned customers and leverages their skills and expertise to create , maintain an outstanding partnership with customers around the provision of security services and drive customer security outcomes as wells as risk reduction activities . Beyond the technical relationship, the Concierge Security Engineer 3 quarterbacks the overall customer experience—coordinating across service lines (cSOC, GT S 2 , AWIR, and Aurora) and owning the outcome. T he Concierge Security Engineer 3 may perform the duties of the team captain to coordinate the day-to-day work of the Concierge Security Team.
Primary Responsibilities and Duties
Build and maintain a trusted relationship with assigned customers. Lead discussions on security strategy, governance, and industry best practices.
Independently prepare , deliver and carry out post work for consultancy session.
Support Concierge Security Engineers 2 in advanced tasks. E nsure the technical correctness of analysis and presentations prepared by team members before customer delive ry.
I f the Concierge Security Engineer 3 is acting as the team captain :
Be the first owner of all sensitive customer issues
Organize the day-to-day work which includes assigning ta s ks and balancing workload for t eam members
Coach and m entor new or junior team members in Arctic Wolf and Industry Best Practices
Be the point of contact for managers to identify areas of improvement and other topics
Be able to effectively communicate complex issues with a customer’s C-Sui te level executive team
Interact on behalf of AWN with customers as a technical representative and provider of security services. Create and deliver enhanced reports for the customer. Analyze security events utilizing all relevant customer data, including but not limited to network, endpoint, and log sources expediently. Leverage education and training to identify correlations in client environments to determine if behavior is expected. Analyze and interpret complex security findings, incidents, vulnerabilities, and trends to provide actionable guidance to customers. Consult with customers on risk reduction strategies and coordinate with internal subject matter experts to address complex security concerns. Prepare and document security governance, standard operating procedures, and protocols; translate technical findings into meaningful business outcomes, enable customers to understand risk exposure and prioritize remediation efforts, and present tailored recommendations independently or with your team.
Assess customer environments and provide recommendations regarding security configuration, controls, and operational improvements. Also, present the tailored outcomes to the customer independently or with your team.
Determine the need for escalation and proactively communicate and coordinate with customers and stakeholders (both internal and external to AWN) . Provide sufficient context in escalations (summary, impact, urgency, and customer sentiment) so downstream teams can act without re-interviewing the customer. Coordinate with internal experts and service teams to resolve complex issues. Own or drive escalations and ensure appropriate follow-through.
Educate and train staff on information system security best practices. Educate or consult customers on security capabilities, processes, and recommendations, and advocate for customers internally while helping align services to customer objectives.
Be on camera for all meetings (internal, vendor, and customer) to ensure effective communication and engagement. Maintain professional appearance and environment during video interactions .
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