Position Overview:
The GRC & Security Compliance Engineer, Customer Assurance Requests is responsible for delivering accurate, timely, and high-quality responses to customer information and assurance requests while helping to advance the team's use of AI to improve service delivery. This role is grounded in governance, risk, and compliance (GRC) and security compliance expertise, and combines that domain knowledge with customer audit experience and data quality ownership, plus responsibility for training and refining the AI tools that support customer-facing teams. The ideal candidate is a customer-focused problem solver with a strong GRC/security compliance background and an interest in applying AI to improve service quality.
You will be responsible for owning customer information and assurance requests for assigned products, performing customer audits, and ensuring the accuracy and quality of the underlying product and compliance data used to answer those requests. GRC and security compliance expertise is central to this role, grounding how you evaluate risk, validate evidence, and respond to customer assurance requests. This role also trains and refines the AI tools that help the team respond to customers more efficiently, ensuring AI-generated content is accurate and appropriately reviewed. The GRC & Security Compliance Engineer partners with cross-functional teams and stakeholders to resolve complex requests, clean up and maintain data quality, improve processes, and maintain compliance with data privacy and regulatory standards. The successful candidate will be a motivated self-starter with a solid GRC, security compliance, and audit background, capable of balancing hands-on customer support with helping shape the future of AI-enabled service delivery
Who You Are:
- A detail-oriented problem solver with a track record of delivering accurate, high-quality customer support.
- Possess working knowledge of governance, risk, and compliance (GRC), security compliance, and information/data governance considerations relevant to customer data requests.
- Comfortable performing audits and digging into data quality issues to find and fix inaccuracies at the source.
- Comfortable working with emerging AI tools and interested in helping shape how AI supports customer service.
- Skilled at managing multiple requests, prioritizing effectively, and meeting deadlines in a dynamic environment.
- Thrive in collaborative, cross-functional environments and build strong relationships with collaborators at all levels.
- Analytical and resourceful, with sound judgment in ambiguous or complex situations.
- Passionate about continuous improvement and committed to maintaining high standards of service quality and accuracy. Responsibilities:
- Own and respond to customer information requests for assigned products, ensuring accuracy and consistency.
- Perform customer audits for products in scope, validating evidence and ensuring responses are supportable and accurate.
- Identify, clean up, and correct data quality issues in product and compliance documentation that could lead to inaccurate customer responses.
- Maintain up-to-date product documentation and knowledge resources for customer-facing teams.
- Review and help train the AI tools used to support customer requests, improving accuracy and response quality over time.
- Partner with internal teams to research and resolve complex or escalated customer requests.
- Build and maintain relationships with internal stakeholders and partners to ensure service needs are met.
- Identify and help implement best practices, tools, and technologies to optimize service delivery.
- Monitor performance metrics and contribute to continuous improvement efforts.
- Support change management as new processes and technologies are adopted.
- Ensure compliance with relevant data privacy, security, and regulatory requirements.
- Provide coverage and knowledge-sharing support for teammates as needed.
Required Qualifications:
- Bachelor's degree in Business, Information Management, Computer Science, or a related field, or equivalent experience.
- 3+ years of experience in customer facing, consulting, information management, or a related role.
- 5+ years of cybersecurity compliance / GRC experience, with working knowledge and expertise across core security domains (e.g., risk management, data privacy, identity and access management, security controls, and incident response).
- Background in governance, risk, and compliance (GRC) or security compliance, with essential domain knowledge of the products and customer requests supported.
- Experience performing audits or similar evidence-based reviews, including identifying and remediating data quality issues.
- Strong analytical, creative, and strategic problem-solving skills.
- Strong cross-functional collaboration skills, with the ability to work effectively across product, engineering, security, and legal teams.
- Ability to navigate ambiguous situations and exercise sound judgment with incomplete information.
- Strong communication skills.
- Interest in or experience working with AI-enabled tools.
Preferred Qualifications:
- Knowledge of customer information systems, data governance, or compliance requirements.
- Experience with GRC frameworks, standards, or tools (e.g., NIST, ISO 27001, SOC 2, or similar) is a plus.
- Formal audit experience (internal audit, compliance audit, or similar) is a plus.
- Experience training or improving AI or automation tools.
- Strong negotiation skills.
- Background or familiarity with regulatory requirements is a plus.
- Excellent communication, interpersonal, and stakeholder management skills.
- Experience working in a global organization is a plus.
Vailexa Technology is an equal opportunity employer. We consider all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other protected status under applicable law.
