Senior Security Engineer I – Customer Trust (Remote Eligible)

Segment (Twilio); United States; Remote; USD 145,000 - 210,000; Full time

Benefits offered by this job

Medical, vision, dental

401k match

Monthly stipend

Flexible Time Away

Life and disability insurance

12 paid holidays

Parental Leave (up to 24 weeks)

Volunteer day

Udemy courses access

Smartsheet account

Teleworking in US

Job summary

Smartsheet is seeking a Sr. Security Engineer I to lead US customer trust operations, triaging security questionnaires, vendor risk assessments, and RFIs for US-based customers.

You will respond with technical depth, manage queue SLAs, and build trusted relationships with enterprise security teams. Collaborating with Sales, CS, and security specialists, you will address HIPAA/NIST/PCI concerns, drive process improvements, and help accelerate customer buying cycles.

Qualifications

• 5+ years in customer trust, vendor risk, security assessment, or customer-facing security roles.
• Experience in SaaS or cloud platforms.
• Familiarity with SOC 2, ISO 27001, NIST, HIPAA.
• Ability to explain security topics clearly to diverse audiences.

Responsibilities

• Own US customer trust operations: manage intake, triage, prioritization, and completion of security questionnaires and RFIs.
• Respond to customer inquiries with technical depth and credible security controls.
• Maintain SLA visibility, track timelines, and escalate delays.
• Build trusted relationships with enterprise customers and provide security assurance.
• Support US sales by removing security blockers and providing compliance materials.
• Escalate complex assessments and collaborate cross-functionally for evidence.
• Address HIPAA, NIST, state privacy laws, PCI DSS in responses.
• Drive process improvements for questionnaire efficiency and templating.

Skills

Customer trust

Vendor risk

Security assessment

Security engineering

Education

CS/CE/Cybersecurity degree

Job description

For over 20 years, Smartsheet has empowered teams to manage work seamlessly and scale solutions smarter. Now, in our most ambitious chapter yet, we are uniting human teams with AI agents. By orchestrating the work agents do best, automating manual tasks and uncovering insights at scale, we create the space for people to focus on what truly matters: judgment, creativity, and big thinking. That is magic at work, and it’s what we show up for every day.

As Smartsheet grows, our US customer base is increasingly demanding faster, more comprehensive responses to security assessments. We're seeking a Sr. Security Engineer I to lead Customer Trust operations for our US customer base—managing questionnaire triage and completion, supporting customer engagements, and building trusted relationships with enterprise customers. You'll be responsible for understanding customer security concerns, triaging incoming questionnaires, managing queue efficiency, and escalating complex questions appropriately. You'll work closely with EMEA colleagues, sales teams, and security specialists to ensure customers receive timely, accurate responses that build confidence in Smartsheet's security posture. This is an excellent individual contributor and team‑player role, and represents a growth opportunity for someone ready to step into a more senior customer‑facing security position.

You Will:

• Own US customer trust operations: Manage intake, triage, prioritization, and completion of customer security questionnaires, vendor risk assessments, and RFIs for US‑based customers.
• Respond to customer security inquiries with technical depth: Complete questionnaires accurately, respond to RFIs, and address customer security concerns with responses that demonstrate understanding of Smartsheet's architecture and security controls.
• Manage questionnaire queue and ensure SLA compliance: Maintain visibility into pending assessments, track completion timelines, and elevate delays. Keep customers informed of progress and manage expectations.
• Build customer relationships and provide security assurance: Become a trusted resource for customer security teams. Understand their compliance requirements, ask clarifying questions, and provide responses that build confidence in Smartsheet's controls.
• Support US sales teams: Work with sales and customer success teams to remove security‑related deal blockers, provide compliance assurance materials, and accelerate customer buying cycles.
• Escalate and collaborate on complex assessments: Identify questions requiring specialized expertise (AI security, FedRAMP, HIPAA, specific control implementations) and elevate appropriately. Work cross‑functionally to gather evidence and provide comprehensive responses.
• Understand industry‑specific compliance: Respond to questions about HIPAA, NIST, state privacy laws (CCPA, etc.), PCI DSS, and sector‑specific requirements relevant to customer industries.
• Drive process improvements: Identify opportunities to improve questionnaire completion efficiency, update response templates, and recommend changes that benefit the team and customer experience.

You Have:

• 5+ years of experience in customer trust, vendor risk, security assessment, or customer‑facing security engineering roles at SaaS or cloud platform companies.
• A degree in Computer Science, Computer Engineering, Cybersecurity or a related field or equivalent practical experience.
• Proven track record completing customer security questionnaires, vendor assessments, and conducting security RFI responses.
• Working knowledge of GRC frameworks and standards: Familiarity with SOC 2, ISO 27001, NIST frameworks, HIPAA, and compliance assessment practices.
• Strong technical security foundation: Understanding of cloud architecture (AWS, GCP, Azure), application security, access controls, encryption, logging, incident response, and data protection sufficient to answer technical questions credibly.
• Excellent written and verbal communication: Ability to explain complex security topics clearly to both technical and non‑technical audiences. Skill in adapting communication style for different customers and contexts.
• Queue management and SLA discipline: Comfort with ticketing systems, managing multiple concurrent requests, tracking dependencies, and prioritizing work.
• Collaborative mindset and cross‑functional teamwork: Ability to work effectively with sales, customer success, product security, and engineering teams. Strong at seeking help when needed and escalating appropriately.
• Eligible to work in the United States.

Nice to Have:

• Professional security certifications: CISSP, CCSK, CISM, CompTIA Security+, or equivalent.
• Experience with questionnaire and vendor risk management platforms (Targhee, OneTrust, SAFE, etc.).
• Background in SaaS security operations or security operations center (SOC) environments.
• Understanding of AI governance, emerging AI risks, and how customers are evaluating AI security in SaaS platforms.

Current US Perks & Benefits:

• Employer subsidized medical/vision and dental coverage for full‑time employees
• 401k Match to help you save for your future (50% of your contribution up to the first 6% of your eligible pay)
• Monthly stipend to support your work and productivity
• Flexible Time Away Program, plus Sick Time Off
• US employees are automatically covered under Smartsheet‑sponsored life insurance, short‑term, and long‑term disability plans
• US employees receive 12 paid holidays per year
• Up to 24 weeks of Parental Leave
• Personal paid Volunteer Day to support our community
• Opportunities for professional growth and development including access to Udemy online courses
• Company Funded Perks, including a counseling membership, local retail discounts, and your own personal Smartsheet account
• Teleworking options from any registered location in the U.S. (role specific)

US Base Salary Pay Range

$145,000 – $210,000 USD

Equal Opportunity Employer:

Smartsheet is an Equal Opportunity (EEO) employer committed to fostering an inclusive environment with the best employees. It is our policy to provide equal employment opportunities to all qualified applicants in accordance with applicable laws in the US, UK, Australia, Germany, Costa Rica, Japan, Bulgaria, India, and Singapore. All qualified applicants will receive consideration without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran or disabled status, or genetic information.