Customer Trust Incident Response Manager

🕒 August 21

🌐 Ireland, Poland, +1 more countries – Remote

🇮🇪 Ireland – Remote 🇵🇱 Poland – Remote 🇪🇸 Spain – Remote

💵 €81k - €118.8k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

👔 Manager

👻 Ghost score 10%

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Autodesk

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 1982

🏗️ Construction

🏭 Manufacturing

💼 Consulting

Construction • Manufacturing • Consulting

Autodesk is a global leader in software for designers, engineers, builders, and creators. The company provides a comprehensive suite of design and engineering applications including popular products like AutoCAD, Revit, and 3ds Max. Through its Design and Make Platform, Autodesk empowers professionals across various industries to design, visualize, and manage projects efficiently, facilitating innovation and sustainability in architecture, engineering, construction, and manufacturing.

📋 Description

• Represent the customer perspective during security, privacy, data protection, identity, and product or service availability incidents • Serve as the Customer Trust lead within incident response activities • Assess customer impact, customer expectations, communication requirements, affected products or services, impacted customers, relevant data or systems, consequences, remediation, and recovery • Identify information gaps and drive technically informed questions to resolution • Anticipate questions from customers, executives, administrators, security teams, and technical teams • Develop clear, accurate, timely, and transparent customer incident communications • Translate complex technical, security, privacy, and operational information into customer-appropriate language • Coordinate direct notifications to impacted customers • Develop or coordinate Trust Center security bulletins, advisories, Autodesk Event Analyses, FAQs, talking points, and other incident materials • Maintain consistency across Customer Support, Customer Success, account teams, Trust Center, Health Dashboard, and other customer-facing channels • Work with technical and legal stakeholders to distinguish confirmed facts, preliminary findings, hypotheses, and information unsuitable for external communication • Balance speed and transparency with accuracy, customer usefulness, privacy, security, and legal requirements • Build cross-organizational relationships and coordinate perspectives during Trust incidents • Participate in incident retrospectives and improve customer communications and incident experience • Develop Customer Trust incident response processes, playbooks, templates, escalation criteria, and decision frameworks • Establish repeatable customer-impact assessment and communication-channel approaches • Partner on exercises, simulations, and tabletop scenarios • Identify recurring customer questions and communication challenges • Help define metrics for customer Trust incident communication effectiveness and timeliness • Promote customer trust as a critical component of incident response

🎯 Requirements

• Significant professional experience in security or cybersecurity incident response, technical incident management, site reliability or cloud service incident response, senior technical support, escalation engineering or customer support, or technical/product marketing • Demonstrated experience working directly with customers on complex, technical, sensitive, or high-severity issues • Strong technical understanding of networking and Internet technologies • Strong technical understanding of web applications and APIs • Strong technical understanding of cloud infrastructure and services • Strong technical understanding of identity, authentication, authorization, and access management • Strong technical understanding of application and product security concepts • Strong technical understanding of data storage, processing, and data flows • Strong technical understanding of distributed systems and service dependencies • Strong technical understanding of availability, reliability, and operational incident concepts • Exceptional written communication skills, including producing concise, technically accurate customer communications under significant time pressure • Strong verbal communication skills and confidence working with technical experts, senior leaders, legal professionals, customer-facing teams, and customers • Ability to remain calm, organized, and effective during high-severity or rapidly evolving incidents • Ability to ask direct questions, challenge assumptions, and drive 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 may be included • Stock grants may be included • Comprehensive benefits package may be included • In-person onboarding and/or in-person ID verification may be provided/required