Senior Customer Trust Incident Response Manager

Role Overview

The Senior Customer Trust Incident Response Manager will lead the customer-facing response to security, privacy, and service availability incidents that impact Autodesk customers. The role requires strong technical judgment, exceptional written and verbal communication, customer empathy, cross-functional collaboration, and the ability to operate calmly and effectively during high-pressure situations.

What You Will Do

The Senior Customer Trust Incident Response Manager will represent the customer during Trust incidents, actively participate in the response to significant security, privacy, data protection, identity, and product or service availability incidents, and drive customer incident communications.

Why It Might Be a Fit

The ideal candidate will have significant professional experience in security or cybersecurity incident response, technical incident management, site reliability or cloud service incident response, or senior technical support, escalation engineering, or customer support. The candidate will also have a strong technical understanding of modern cloud and SaaS environments, including networking and Internet technologies, web applications and APIs, cloud infrastructure and services, and application and product security concepts.

Requirements

• Significant professional experience in one or more of the following areas: Security or cybersecurity incident response, Technical incident management, Site reliability or cloud service incident response, Senior technical support, escalation engineering, or customer support
• Demonstrated experience working directly with customers on complex, technical, sensitive, or high-severity issues
• Strong technical understanding of modern cloud and SaaS environments, including networking and Internet technologies, web applications and APIs, cloud infrastructure and services, and application and product security concepts
• Exceptional written communication skills, including the ability to produce concise, technically accurate customer communications under significant time pressure
• Strong verbal communication skills and confidence working directly with technical experts, senior leaders, legal professionals, customer-facing teams, and customers
• Demonstrated ability to remain calm, organized, and effective during high-severity or rapidly evolving incidents
• Ability to be diplomatic while asking direct questions, challenging assumptions, and driving clarity when information is incomplete
• Experience working in a global organization and coordinating incident response across multiple regions and time zones

Benefits

• Annual cash bonuses
• Commissions for sales roles
• Stock grants
• Comprehensive benefits package