• Set the Product Security Vision and Operating Model • Define and drive Zendesk’s product security strategy across our products, AI capabilities, platform services, APIs, integrations, and developer ecosystem. • Build a roadmap that reduces customer-impacting risk, improves engineering velocity, and establishes clear outcomes, metrics, and accountability. • Partner with leaders across Product, Engineering, AI, Infrastructure, Privacy, Legal, and GRC to align security priorities with business strategy and customer trust. • Lead with Technical Credibility • Serve as a senior technical authority on product security for SaaS, cloud-native, and AI-enabled systems. • Engage directly in high-risk architecture reviews, threat modeling, vulnerability analysis, and incident remediation decisions, helping teams make pragmatic trade-offs across identity, authorization, API security, encryption, tenant isolation, and secure design. • Build Secure-by-Design Systems • Shift product security from reactive review to secure-by-design engineering by driving reusable patterns, paved roads, automation, platform controls, and developer self-service. • Strengthen secure SDLC practices and improve security tooling coverage across code, dependencies, APIs, infrastructure as code, and CI/CD pipelines. • Secure AI and Agentic Product Surfaces • Partner with AI and product engineering teams to identify and mitigate risks in AI agents, copilots, LLM integrations, retrieval systems, and autonomous workflows. • Define secure design principles for authorization, action scoping, auditability, human oversight, data minimization, model/provider boundaries, and abuse prevention. • Own Product Vulnerability Management and Response • Own the full lifecycle of product vulnerability management and security response, from discovery and prioritization through remediation, validation, customer-impact assessment, and durable prevention. • Leverage automation and AI-assisted analysis to identify, triage, and remediate vulnerabilities across Zendesk codebases, while partnering on bug bounty reports, customer-reported issues, external penetration testing, and product security incidents. • Build and Develop a High-Performing Team • Lead, mentor, and grow a global high-performing Product Security team, including managers and senior technical ICs, with the technical depth, strategic judgment, and cross-functional influence needed to support Zendesk at scale. • Build a rigorous, pragmatic, inclusive culture that is trusted by Engineering and helps accelerate secure product delivery. • Communicate Risk Clearly • Translate complex technical risks into clear business, customer, and engineering trade-offs. • Provide crisp metrics, trends, and recommendations to executive leadership, and support customer trust conversations, security reviews, RFPs, and enterprise escalations with credible product security expertise.

• Serve as the lead architect and subject matter expert for enterprise security strategy, design, and modernization across on-premises, managed hosting, hybrid, and cloud environments. • Define and maintain a cohesive, layered security architecture that clearly establishes trust boundaries, control placement, security responsibilities, and where prevention, detection, response, and visibility should occur throughout the environment. • Establish standardized front-door patterns for externally accessible applications and services using technologies such as F5 BIG-IP, Akamai, cloud-native web application firewalls, and other approved edge-security controls. • Develop phased migration strategies to place existing public-facing websites and applications behind approved enterprise ingress and application-security services, including workloads hosted in data centers, managed hosting environments, Microsoft Azure, and Amazon Web Services. • Identify and address direct-to-origin exposure and other paths that could allow traffic to bypass approved application delivery, certificate management, logging, or security controls. • Design secure and resilient enterprise ingress and egress architectures, including additional egress capabilities, security service chaining, load-balancer-based architectures, centralized certificate management, and highly available traffic-management patterns. • Evaluate the effectiveness of border, upstream, mid-tier, and downstream firewall controls. Identify opportunities to simplify rule sets, eliminate unnecessarily permissive access, improve early-path blocking, and reduce the operational burden placed on downstream security platforms. • Validate whether network and application-security controls are operating as intended through architecture reviews, configuration analysis, traffic-flow validation, and telemetry assessment. Collaborate with service providers and engineering teams to identify enforcement, visibility, and ownership gaps across security layers. • Establish and lead an enterprise PKI architecture, including certificate authority and trust models, certificate enrollment and issuance, key protection, revocation, lifecycle management, governance, automation, and integration with enterprise and cloud-hosted systems. • Define enterprise IAM architecture patterns addressing authentication, authorization, identity federation, privileged access, machine and workload identities, network access control, and the integration of identity context with infrastructure and application-security controls. • Provide architectural oversight and hands-on technical guidance for technologies including Cisco ASA, Cisco Identity Services Engine, Palo Alto Networks next-generation firewalls, F5 BIG-IP, IAM platforms, web application firewalls, and related enterprise security capabilities. • Define reusable security architecture patterns for Azure and AWS, including secure ingress and egress, network segmentation, cloud WAF services, identity integration, certificate management, security logging, and connectivity to enterprise security platforms. • Provide security architecture leadership for the modernization of large-scale WAN and MPLS-based network environments, including segmentation, resiliency, routing, inspection points, traffic flows, availability requirements, and future-state security objectives. • Develop an enterprise strategy for encrypted traffic inspection and TLS decryption at scale. Determine appropriate inspection locations while accounting for security value, application compatibility, privacy, performance, availability, certificate handling, and exception management. • Define and optimize the role of Gigamon and similar network-packet-brokering technologies within the enterprise visibility architecture, including traffic collection points, filtering, replication, optimization, and distribution to SIEM, NDR, threat-hunting, and analytics platforms. • Lead the development of a future-state SIEM, logging, and security-telemetry architecture. Evaluate centralized logging, security data lakes, telemetry pipelines, and platforms such as Cribl while balancing security value, signal quality, scalability, retention, cost, and operational overhead. • Incorporate infrastructure-as-code, policy-as-code, configuration management, version control, automated testing, and repeatable deployment principles into enterprise security architecture and operational patterns. • Develop current-state and target-state architecture diagrams, security reference architectures, technical standards, data-flow diagrams, decision records, implementation guidance, and phased modernization roadmaps. • Communicate complex security architecture concepts, risks, tradeoffs, and recommendations to executive leadership, engineering teams, security operations personnel, application owners, service providers, and other technical and nontechnical stakeholders.

• Participate in project teamwork planning sessions and may take a lead role. • May assume project engineering responsibilities and adhere to financial and work goals. • Initiate project designs and help to develop design goals and systems. Perform electrical engineering systems design for building construction. • Design lighting, power distribution, signaling, communications and/or telecommunication systems for healthcare, education/higher education and commercial clients per applicable codes. • Prepare construction documents including drawings and specifications. Guide less experienced team members in execution of drawings. Specify electrical equipment. • Complete quality control checks of engineering documents and layout systems in regard to components and parts. • Participate in value engineering sessions with Architectural/Engineering team. • Recommend improvements with reference standards and processes to improve quality, coordination, and to streamline production efforts. • Review and markup of shop drawings and submittals. Respond to RFI’s and review of change orders in the preparation of construction documents. • Conduct job site visits to verify existing conditions and observe construction progress. Attend and participate in construction meetings. Site visits frequently require a physical walk-through of site. • Familiarity with operational technology systems, cyber-informed design principles, NIST SP 800-82, or critical infrastructure security considerations preferred. • May perform other related tasks as needed.

• Assess and implement risk controls for facilities, events, and operations • Manage security projects from vision to completion • Engage and develop customer security knowledge and capabilities • Resource and manage vendor relationships • Provide direct support and leadership to ensure security at events and business functions • Translate security principles into plans, frequently assessing the effectiveness of control measures and adapting plans as needed • Maintain strong internal relationships through partnership with stakeholders in the assigned region • Implement security control measures based on principle-based thinking