Coach and mentor 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-Suite 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.
AI Workflow Design & Optimization: Design, implement, and maintain standardized AI workflows and prompt libraries that streamline Concierge operations.
Cross-Team AI Feedback Loops: Act as the Concierge subject matter expert (SME) partnering with Product, R&D, and SOC/Detections teams to test, benchmark, and refine internal AI models, agents, and automated playbooks.
Mentorship & AI Upskilling: Coach and mentor CSE2 engineers on best practices for AI adoption, prompt formulation, and critical analysis of model outputs.
Adversarial AI & AI Threat Landscape Awareness: Monitor and advise on emerging threats involving generative AI, prompt injection, and adversarial attacks targeting customer environments or security tooling.
Key Skills
Networking: Strong understanding of common business network requirements and knowledge of some common equipment brands. Ability to perform simple network troubleshooting. Ability to scope requirements for AWN services based on client's network.
Cloud: Ability to enable IaaS-specific security controls. Ability to troubleshoot simple cloud-based service configurations for logging purposes. Familiarity with regional privacy laws.
Software as a Service: Knowledge of vulnerability management including tools and processes used to create an effective vulnerability management program.
Strong knowledge of vulnerability management including tools and processes used to create an effective vulnerability management program. Strong understanding of the concepts of Business Continuity Planning. Strong understanding of Disaster Recovery Planning and Incident Response concepts.
Authentication & Access Control: Strong understanding of Active Directory policies and events. High-level understanding of the features of Group Policy and working with INF security templates.
Endpoint: Understanding of how to harden a system using best practices and frameworks like the CIS benchmarks. Understanding of common tools used to conduct OS Based attacks. Ability to audit and make policy recommendations for common EPP/EDR solutions. Ability to read and effectively use Windows event logs, especially those originating from Sysmon, to conduct investigations and make security recommendations. Knowledge of common Windows services and protocols and how they should be properly secured.
Perimeter: Intermediate understanding of firewall concepts. Some intermediate troubleshooting skills. Familiarity with hardening common services. Be able to speak to specific advantages between IDS & IPS and when and where you might use one over the other. Familiarity with typical VPN scenarios. Knowledge of GEO filtering and potential impacts.
Communication: Hold technical conversations effectively in English, plus any additional languages required for the location, in both written and verbal contexts. Strong customer de-escalation and conflict resolution skills. Ability to break down client requests into actionable, trackable tasks.
Demonstrated ability to apply critical thinking to resolve issues and overcome challenges with some assistance as required.
Customer Focus: Brings together aspects of a trend or policy into a clear picture for internal and customers to understand. Looks for ways to add value beyond customers' immediate requests and acts on them. Anticipates customers' upcoming needs and concerns. Explores and addresses long-term customer needs. Demonstrates a strong commitment to customer success by providing responsive, transparent, and proactive support—keeping customers informed throughout service delivery, responding within established SLOs, and following through on commitments. Prioritizes customers' concerns and addresses them quickly and with the customer's best interest in mind.
Key Competencies
Strategic Ownership: Owns the end-to-end customer outcome and quarterbacks the experience across service lines (cSOC, GTO, AWIR, and Aurora), coordinating internal teams and driving issues to resolution.
Analytical Thinking: Analyzes and interprets complex security events, incidents, vulnerabilities, and trends across network, endpoint, cloud, and log data to deliver sound, actionable guidance without supervision.
Independent Judgment: Manages assigned customers and consultancy sessions independently on any topic, exercising confident judgment on complex, cross-domain matters and recognizing when to engage other experts.
Communication and Influence: Explains complex technical issues clearly to both technical teams and C-suite executive audiences, and builds credible, trusted relationships with customers and internal stakeholders.
Leadership and Mentorship: Coaches and mentors Concierge Security Engineers 2 and junior team members, ensures the technical correctness of their work, and—when acting as team captain—coordinates the team's day-to-day workload.
Collaboration: Partners with internal subject matter experts and service teams to resolve complex, cross-functional issues while keeping the customer experience coordinated rather than fragmented.
Adaptability and Continuous Learning: Stays current with evolving security threats, tools, and best practices and applies new knowledge to customer environments.
Minimum Qualifications
5 years relevant experience
Relevant IT or security education could include university degree, college diploma, or industry certifications
Technical competencies are generally at the intermediate level, as the engineer has to manage customers independently. May have technical competency of special interest at the advanced level.
Preferred Qualifications
7 or more years of experience in a security operations, MDR/SOC, or managed security services (MSSP) environment.
Advanced industry certifications such as GCIH, GCIA, GCED, CISSP, or equivalent.
Deep hands-on experience with EPP/EDR platforms, SIEM or log-analysis tooling, and cloud (IaaS/SaaS) security.
Demonstrated experience presenting security findings and recommendations to both technical teams and C-suite/executive stakeholders.
Working knowledge of common security frameworks and standards (e.g., NIST CSF, CIS Controls, ISO/IEC 27001).
Experience mentoring junior engineers or acting as a team lead.
Proficiency in an additional language beyond English, aligned to regional customer coverage.
Environment and Physical Demands
Work is primarily sedentary in nature and can be executed in sitting or standing positions in an office environment.
Requires ability to utilize technology related to using a keyboard, verbal communication, and work with device screens which require visual acuity.
If located near a company office, an in-office presence is required, and the role often requires the mobility to physically navigate the space.
In the event of business travel, mobility sufficient to utilize public and private transport and navigate to essential locations.
May include moving or lifting of 25 pounds or less (e.g., office chair, reams of paper).
Requires frequent participation in video-based meetings using standard conferencing tools. Must have the ability to remain on camera for extended periods and maintain a professional setting suitable for video communication.
Travel Requirements
Typically 10% or less of business travel
Exemption Status to be reviewed by Legal
Exempt
Security Requirements
Conducts duties and responsibilities in accordance with AWN’s Information Security policies, standards, processes, and controls to protect the confidentiality, integrity, and availability of AWN business information.
Each successful candidate will be required to pass a criminal background check and an employment verification as a condition of employment.
The base salary range for this job family is 7,719,000 to 18,426,000 JPY annually. This range reflects the base pay the company reasonably expects to offer for this position, aligned to the broader job family base pay structure. Actual base pay may vary based on skills, experience, and location, including job family level. In addition to base pay, Arctic Wolf offers variable incentive compensation, new hire equity grants, and a comprehensive benefits package.
