Senior Customer Experience Engineer

The Mission Critical Services for Microsoft Security Cloud (MCSfMSC) organization supports Microsoft Security's mission to make the world a safer place. We anticipate and solve customer support needs by amplifying the voice of the customer within engineering and delivering solutions that scale. Every engagement is built on trust, resilience, and long-term customer success, guided by a commitment to diversity, inclusion, and innovation. Here, generative AI solutions such as Microsoft Security Copilot help security and IT professionals respond to cyberthreats faster and process signals at scale.

As a Senior Security Customer Experience Engineer, you'll serve as a trusted advisor and engineering advocate for a focused portfolio of Microsoft's largest global enterprise and regulated-industry customers, where a single escalation can reach product engineering leadership within hours. You'll provide proactive guidance, technical advocacy, and crisis leadership to help customers maximize their Microsoft Security investments, strengthen operational excellence, and collaborate seamlessly across Microsoft. This is a deeply technical, customer-focused, and relationship-driven role.

Candidates may bring relevant experience from consulting, enterprise architecture, technical account management, cloud architecture, or other customer-facing technical security roles, along with experience managing complex, time-sensitive, and high-visibility situations and driving customer outcomes through engineering-led support.

We're not just looking for someone who can do this job well; we're seeking someone who will improve how we do it. In your first year, success looks like customers who escalate less because their environments are healthier, and at least one change you drove that enchanced how the whole team works.

This role supports flexible work arrangements consistent with Microsoft policies, customer commitments, and business needs. Team members collaborate across a globally distributed organization and have flexibility in how and where they work while maintaining required customer coverage and on-call commitments.

• Strategic Technical Leadership: Serve as the Customer Lead Engineer (CLE) for assigned strategic customers, acting as the primary engineering advocate and technical lead for the MCSfMSC engagement. Develop a deep understanding of each customer's security architecture, business goals, and operational environment, and represent the engagement with stakeholders up to and including the CISO level.
  
• Technical Escalation Management: Directly engage and swiftly respond to technical escalations from Microsoft's mission-critical security customers as part of a globally distributed engineering team providing follow-the-sun coverage.
  
• Accelerated Incident Resolution: With minimal guidance, lead the coordinated response to high-severity product and service incidents and major escalations, serving as Incident Manager both for your assigned customers and through participation in a rotational incident management function. Drive mitigation, engineering engagement, stakeholder alignment, executive communications, and timely root-cause analysis while maintaining clear accountability boundaries with product engineering and support teams.
  
• Customer Advocacy: Represent the voice of the customer within Microsoft Security Engineering, influencing product roadmaps, engineering priorities, and support strategies through customer insights and escalation trends.
  
• Collaboration: Partner with customers, account teams, product managers, core engineering, and support engineers to understand customer architecture, troubleshoot complex product issues, and align stakeholders across Microsoft on shared customer priorities.
  
• Proactive Engagement: Own and drive customer Service Improvement Plans, health reviews, and outcome-based improvement tracking. Analyze customer telemetry, product-health signals, support trends, and escalation patterns to identify systemic risks and recommend improvements to resilience, security posture, operational readiness, and product supportability.
  
• Continuous Improvement: Identify systemic issues and use insights from customer engagements to improve how MCSfMSC delivers mission-critical services. Develop and scale better practices, tools, technical readiness materials, playbooks, and lessons learned that strengthen product quality, supportability, customer experience, business operations, and future incident response. Mentor peers and share technical expertise to raise engineering capability across the team.

Required Qualifications:

• Bachelor's Degree in Engineering, Computer Science, Information Technology (IT), Data Analytics/Science, Artificial Intelligence (AI), or related field AND 4+ years experience in technology industry, cloud, technical support, and/or customer experience engineering OR equivalent experience.

Preferred Qualifications:

• Bachelor's degree in Cybersecurity, Computer Science, Computer or Software Engineering, Information Systems, or a related field, or equivalent practical experience.

• 7+ years of experience in a customer-facing technical security role, including leadership of high-severity product or service incidents, crisis situations, or complex technical escalations.
  
• Ability to diagnose and scope complex technical issues across enterprise security environments, including interpreting logs and telemetry, assessing product behavior, and reasoning across identity, endpoint, network, and cloud architecture to validate customer impact and engage the right engineering teams.
  
• Deep working knowledge of at least two Microsoft Security solutions (Purview, Defender, Entra, Intune, or Sentinel) sufficient to advise customers on capabilities, architecture, implementation, and operational considerations.
  
• Professional proficiency in written and spoken English sufficient to translate complex technical issues into clear business impacts and communicate effectively with customers, engineers, product teams, and executive stakeholders.
  

Preferred:

• Advanced degree (such as a Master's or PhD) in Cybersecurity, Computer Science, Computer or Software Engineering, Information Systems, or a related field, or demonstrated advanced specialization through substantial technical leadership, applied research, or recognized professional expertise.
  
• Demonstrated use of Microsoft Copilot or other generative AI technologies to improve operational efficiency, scalability, and customer outcomes.
  
• Proven ability to develop service improvement plans, conduct customer health reviews, analyze operational signals, or create technical readiness content.
  
• Applied knowledge of regulatory compliance and enterprise risk management frameworks, combined with IT Service Management (ITSM) practices based on ITIL or comparable industry standards, including major incident management, problem management, change enablement, and continual improvement.
  
• One or more relevant security, cloud, AI, or service management certifications or comparable industry credentials. Examples include:
• Microsoft Security: SC-100 (Cybersecurity Architect Expert), SC-200 (Security Operations Analyst), SC-300 (Identity & Access Administrator), SC-401 (Information Security Administrator), SC-500 (Cloud and AI Security Engineer Associate), MD-102 (Endpoint Administrator Associate)
• Microsoft AI: AI-900 (Azure AI Fundamentals), AB-900 (Copilot & Agent Administration Fundamentals)
• Industry security certifications: ISC² CISSP, ISC² CCSP, ISACA CISM, GIAC GDSA, GIAC GSTRT, GIAC GCIH
• Service management: ITIL 4 Foundation, advanced ITIL certifications, or comparable ITSM credentials.

Other Requirements: 

• Ability to participate in a shared, scheduled 24x7x365 on-call rotation, including occasional work outside standard business hours and on weekends.
  
• Ability to meet Microsoft, customer, and government security-screening requirements, including passing the Microsoft Cloud Background Check upon hire or transfer and every two years thereafter.

Customer Experience Engineering IC4 - The typical base pay range for this role across the U.S. is USD $119,800 - $234,700 per year. There is a different range applicable to specific work locations, within the San Francisco Bay area and New York City metropolitan area, and the base pay range for this role in those locations is USD $160,200 - $261,000 per year.

Certain roles may be eligible for benefits and other compensation. Find additional benefits and pay information here:
https://careers.microsoft.com/us/en/us-corporate-pay

This position will be open for a minimum of 5 days, with applications accepted on an ongoing basis until the position is filled.

Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, citizenship, color, family or medical care leave, gender identity or expression, genetic information, immigration status, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran or military status, race, ethnicity, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable local laws, regulations and ordinances. If you need assistance with religious accommodations and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations.