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About the Role

Concierge Security Engineer 3 is responsible for overseeing the technical relationship with assigned clients, building and maintaining exceptional partnerships in security service delivery, and driving improvements in client security posture and risk reduction. This role also coordinates across service lines (cSOC, GTS2, AWIR, Aurora) and oversees the overall client experience, taking ownership of outcomes. Additionally, the role may involve acting as a Team Captain to coordinate daily operations within the Concierge Security team.

Responsibilities

Build and maintain trusted relationships with assigned clients.
Lead discussions on security strategy, governance, and industry best practices.
Proactively prepare, conduct, and follow up on consulting sessions.
Support Concierge Security Engineer 2 in advanced tasks.
Review technical accuracy of analyses and presentations created by team members prior to client delivery.
Serve as the primary point of contact for all sensitive client issues when acting as Team Leader.
Oversee daily operations, including task assignment and workload balancing among team members, when acting as Team Leader.
Mentor and develop new and junior members on Arctic Wolf and industry best practices when acting as Team Leader.
Act as a liaison with management to identify areas for improvement or other challenges when acting as Team Leader.
Effectively explain complex issues to C-Suite clients when acting as Team Leader.
Engage with clients as a technical representative and security service provider on behalf of AWN.
Create and deliver detailed reports for clients.
Rapidly analyze security incidents by leveraging all relevant client data, including network, endpoint, and log sources.
Identify correlations within client environments through education and training, determining if their behavior is as expected.
Analyze and interpret complex security findings, incidents, vulnerabilities, and trends, providing actionable guidance to clients.
Consult with clients on risk reduction strategies and collaborate with internal subject matter experts to address complex security concerns.
Develop and document security governance, standard operating procedures, and protocols.
Translate technical findings into meaningful business outcomes, assisting clients in understanding the extent of their risk and prioritizing remediation efforts, providing tailored recommendations.
Assess client environments and provide recommendations for security configuration, control, and operational improvements.
Determine the need for escalations and proactively communicate and collaborate with clients and stakeholders (internal and external to AWN).
Provide sufficient background information (summary, impact, urgency, client intent) during escalations.
Collaborate with internal subject matter experts and service teams to resolve complex issues.
Lead and manage escalations, ensuring appropriate follow-up.
Educate and train staff on information system security best practices.
Explain and advise clients on security features, processes, and recommendations, advocating for them internally while aligning services with client goals.
Be visible on camera during all meetings (internal, vendor, client) to ensure effective communication and engagement.
Maintain professional appearance and environment during video calls.
Design, implement, and maintain standardized AI workflows and prompt libraries to streamline concierge operations.
Collaborate with Product, R&D, and SOC/Detection teams as a Concierge SME to test, benchmark, and refine internal AI models, agents, and automated playbooks.
Mentor and advise CSE2 engineers on AI adoption best practices, prompt crafting, and critical analysis of model outputs.
Monitor and advise on emerging threats related to generative AI, prompt injection, and adversarial attacks targeting client environments and security tools.

Requirements

5+ years of relevant practical experience.
Technical capabilities are generally at an intermediate level, as engineers are expected to manage clients independently.
May possess advanced technical capabilities in specific areas of specialization.
Ability to leverage technology for keyboarding, oral communication, and viewing device screens.
Ability to maintain a professional environment suitable for video communication.
Must comply with AWN's information security policies, standards, processes, and controls.
Must pass a background check and employment verification.

Skills

Network: Deep understanding of general business network requirements and knowledge of major equipment manufacturers. Ability to perform basic network troubleshooting. Ability to define AWN service requirements based on client networks.
Cloud: Ability to implement IaaS-specific security controls. Ability to perform basic troubleshooting of cloud-based service configurations for logging purposes. Familiarity with privacy-related regulations in relevant regions.
SaaS: Knowledge of vulnerability management, including tools and processes used to build effective vulnerability management programs.
Authentication and Access Control: Deep understanding of Active Directory policies and events. Advanced understanding of Group Policy functionality and handling of INF security templates.
Endpoint: Understanding of how to harden systems using best practices and frameworks like CIS benchmarks. Understanding of common tools used to perform OS-based attacks. Ability to audit and provide policy recommendations for common EPP/EDR solutions. Ability to read and effectively utilize Windows Event Logs (especially from Sysmon) to conduct investigations and provide security recommendations. Knowledge of common Windows services and protocols and how to properly secure them.
Perimeter Defense: Intermediate understanding of firewall concepts. Intermediate troubleshooting skills. Familiarity with common service hardening methods. Ability to explain the specific benefits of IDS and IPS and when to prioritize one over the other. Familiarity with common VPN usage patterns. Knowledge of GEO filtering and its potential impact.
Communication: Ability to effectively conduct technical conversations in written and verbal English and any other languages required by the location. Excellent de-escalation and conflict resolution skills with clients. Ability to break down client requests into actionable and trackable tasks.
Problem-solving: Proven ability to solve problems and overcome challenges using critical thinking with some assistance as needed.
Customer Focus: Ability to integrate trend and policy elements into a clear overall picture for internal and client understanding. Seek out and execute ways to provide added value beyond immediate client requests. Anticipate future client needs and concerns. Explore and address long-term client needs. Demonstrate a strong commitment to client success by providing prompt, transparent, and forward-looking support. Keep clients informed throughout service delivery, respond within established SLOs, and ensure promises are kept. Prioritize client concerns and address them promptly in their best interest.
Strategic Ownership: Responsibility for end-to-end client outcomes, overseeing client experience across service lines and coordinating internal teams to drive issue resolution.
Analytical Thinking: Analyze and interpret complex security events, incidents, vulnerabilities, and trends across network, endpoint, cloud, and log data, providing accurate and actionable guidance without supervision.
Autonomous Judgment: Independently manage assigned clients and consulting sessions on all topics, making sound judgments on complex, cross-functional issues and knowing when to engage other experts.
Communication and Influence: Clearly articulate complex technical challenges to both technical teams and executive leadership, building credible and solid relationships with clients and internal stakeholders.
Leadership and Mentoring: Mentor and develop junior team members, ensuring technical accuracy of their work, and coordinate team workload as a Team Leader.
Collaboration: Partner with internal subject matter experts and service teams to resolve complex, cross-functional issues while ensuring a consistent, non-fragmented client experience.
Adaptability and Continuous Learning: Stay current with evolving security threats, tools, and best practices, applying new knowledge to client environments.
Proficiency in English and other languages as required by the client's region.

Location

Office environment

Work Type

Full-time
Exempt

Experience Level

P3
7+ years of practical experience in security operations, MDR/SOC, or managed security services (MSSP) environments (preferred)
Experience mentoring junior engineers or leading a team (preferred)

Education Level

University degree, associate's degree, or industry certification in a relevant IT or security field.

Salary/Compensations

7,719,000 to 18,426,000 JPY annually

Benefits

Variable incentive compensation
New hire equity grants
Comprehensive benefits package

About the Company

Arctic Wolf is a global leader in security operations.