Customer Experience Engineer

Customer Experience Engineer

We are seeking a Customer Experience Engineer to deliver measurable operational value from the Bricklayer platform for both prospects and current customers.

Reporting to the Head of Customer Engineering, this role sits at the intersection of Customer Success, Product, Engineering, and Go-To-Market. The Customer Experience Engineer will implement how prospects and customers operationalize Bricklayer within real-world security environments, accelerate time-to-value, and ensure deployments evolve into scalable, repeatable operational capabilities.

This role is responsible for translating customer operational goals into effective agentic workflows, integrations, and deployment strategies while continuously feeding customer insight back into product evolution.

The ideal candidate combines deep cybersecurity operations expertise, strong technical execution skills, and a customer-centric mindset focused on long-term value creation and operational outcomes.

This is not a traditional implementation, support, or professional services role. The mission of Customer Engineering is to help customers transform how security operations are performed through governed agentic workflows, operational orchestration, and scalable automation. Customer Engineering is responsible for enabling scalable product adoption and operational success, not delivering long-term custom services engagements.

Presales Partnership & Technical Value Alignment

• Partner closely with Account Executives to:
• Lead deep technical discovery sessions to understand customer security operations environments, workflows, priorities, and operational pain points.
• Communicate solution architectures that align Bricklayer's platform capabilities with customer operational objectives and security tooling ecosystems.
• Deliver compelling demonstrations, workshops, and proof-of-value engagements grounded in meaningful customer use cases and measurable operational outcomes.
• Translate platform capabilities into clear technical and business value for practitioners, operational leaders, and executive stakeholders.
• Help customers envision how governed agentic operations can improve operational scale, consistency, and efficiency.

Customer Value Realization

• Own the technical customer journey from deployment through operational maturity and expansion by:
• Leading onboarding and deployment activities to ensure rapid customer time-to-value.
• Implement core operational workflows across alert triage, investigation, enrichment, threat intelligence, vulnerability management, and response operations.
• Driving integration validation, workflow orchestration, and operational testing across customer environments.
• Enable customers to operationalize agentic workflows within real-world security processes and governance models.
• Provide ongoing training and enablement to customers that drive understanding and self-sufficiency with the Bricklayer platform over time.
• Partner with Customer Success to optimize customer deployments, improving operational effectiveness, analyst efficiency, and workflow scalability.
• Identifying opportunities for expansion based on demonstrated customer outcomes and operational adoption.

Agent & Workflow Engineering

• Define and standardize high-value security operations use cases supported by the Bricklayer platform.
• Build reusable "gold standard" workflows, procedures, and operational patterns that scale across customers.
• Translate real-world security operations processes into structured workflows executable by AI agents and human operators.
• Continuously refine workflows to improve speed, accuracy, governance, and operational consistency.
• Partner with Product and Engineering to improve workflow abstraction, repeatability, and scalability.

Product Feedback & Operational Systemization

• Own the translation of customer operational realities into actionable product and engineering requirements.
• Ensure real-world deployments directly influence platform evolution, roadmap prioritization, and architectural decisions.
• Identify operational friction points, scalability gaps, governance requirements, and workflow limitations observed in customer environments.
• Partner closely with Product and Engineering to prioritize improvements that increase customer value realization and platform scalability.
• Eliminate repetitive manual workarounds by driving scalable solutions into the core product platform.
• Act as an operational voice of the customer across the organization.

Operational Scale & Enablement

• Build internal systems, tooling, playbooks, and deployment methodologies that enable scale without proportional headcount growth.
• Transform successful customer deployments into repeatable operational templates and best practices.
• Support partner enablement and deployment standardization across strategic relationships.
• Contribute to customer-facing thought leadership around the future of governed agentic security operations.
• Help define operational maturity models and measurable success metrics for customer adoption.

Required Skills & Experience

• Deep cybersecurity operations experience across SOC workflows, SIEM, EDR, SOAR, TIP, incident response, threat intelligence, or vulnerability management.
• Proven ability to deploy complex technical solutions within enterprise security environments.
• Experience operating across both presales and post-sales customer-facing technical functions.
• Strong understanding of APIs, integrations, workflow automation, and operational orchestration.
• Ability to translate ambiguous customer problems into structured, repeatable operational solutions.
• Strong customer communication skills across technical practitioners, operational leadership, and executive stakeholders.
• Experience operating within early-stage or high-growth companies where processes and responsibilities evolve rapidly.
• Strong systems thinking and operational problem-solving mindset.

Preferred Qualifications

• Experience with AI-driven or agentic security platforms.
• Familiarity with prompt engineering, workflow automation platforms, orchestration systems, or multi-agent architectures.
• Background integrating cloud and on-prem security technologies across enterprise environments.
• Experience driving operational transformation initiatives within security organizations.

What Success Looks Like

• Customers achieve meaningful operational outcomes quickly and consistently on the Bricklayer platform.
• Customer deployments evolve into scalable, repeatable operational capabilities with measurable business impact.
• Time-to-value decreases while customer adoption, retention, and expansion increase.
• Core workflows become standardized, reusable, and operationally scalable across customers.
• Customer operational insight directly shapes product roadmap, platform evolution, and competitive differentiation.
• Customer Engineering becomes a strategic driver of customer value realization, product-market fit, and long-term platform adoption.

Compensation

• $140,000 - $160,000 annual salary
• Equity options
• Paid time off
• Health benefits package