The Customer Experience Engineering (CxE) team is a foundational part of 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 scalable, high-impact solutions. Every engagement is designed to build trust, resilience, and long-term success—guided by a deep commitment to diversity, inclusion, and innovation.
As a Senior Security Customer Experience Engineer, you will be responsible to directly own and resolve critical escalations raised by Microsoft’s top Security customers. You will manage response to customer escalation requests via phone, email, or web, representing a 24x7x365 available Microsoft Security Engineering team. As a subject matter expert, you will routinely engage with feature teams, account teams, solution architects, and senior leadership to manage deeply technical customer issues that result in overall product design improvement and accelerate customer adoption. You will have an opportunity to be at the forefront of emerging technologies, and as you learn and grow you will have opportunities to contribute to the technical growth of your peers.
In this role we are seeking individuals who put the customers first, demonstrate empathy, possess strong communication skills, have a growth mindset, and can maintain deep technical expertise in the Microsoft Security products. Successful candidates will join one of the most customer-connected engineering teams at Microsoft. This is a technical role in a fast-paced team within Security Engineering that involves direct interaction with a varied set of stakeholders within Microsoft.
The ideal candidate should have extensive experience in a technical role leading complex and highly visible customer engagements. Throughout their career, they must have managed situations where stakes were high, exhibited situational leadership, developed excellent negotiation skills, and refined their ability to communicate complex technical information effectively through verbal and written communication. They will have used data-driven decision-making, are comfortable with ambiguity, and demonstrated aptitude for quickly acquiring new skills.
Responsibilities
- Maintain technical depth in your designated Microsoft Security product as you actively troubleshoot and resolve customer issues.
- Directly engage and respond to technical escalations from Microsoft’s Security customers as part of a 24x7x365 globally dispersed engineering team.
- Deeply engage with Customer Lead Engineers, Product Managers, and Support Engineers to understand customer architecture, break/fix issues, and business operations as you help resolve critical escalations in a swift manner.
- Share insights and recommendations with customers, support, and account teams to ensure self-remediation to known product issues.
- Collaborate with software engineers on behalf of customer to diagnose, troubleshoot, and resolve complex product problems.
- Utilize your knowledge and expertise to mentor others and support the technical development of an international team.
- Communicate with customers to provide updates and gather additional information as needed.
- Provide insights and feedback to Engineering and Product Management teams to drive continuous improvement.
- Collaborate with engineering on customer issues and testing to ensure customers success.
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, cybersecurity consulting, and/or customer experience engineering
- OR equivalent experience.
- 4+ years in a customer-facing, deep technical security-oriented role with demonstrated experience with crisis management, Incident Response, and escalation handling (e.g., Security Operations Analyst, Cloud Service Engineer, Technical Account Manager, or Security Engineer).
- 3+ years of experience with Microsoft Purview with a demonstrated eexpertise in the following cloud computing technologies related to Information & Data Security:
- Information Protection
- Data Loss Prevention / Endpoint Data Loss Prevention
- Data lifecycle Management - Governance & Labelling, Classification
- Policy Management
- Insider Risk Management
- eDiscovery & Records Management
- Communication Compliance
- Information Barriers
- Records Management
- Access & Security Controls
- Experience with automation languages (PowerShell, etc.) / Power Automate
- Experience with IDE and Development Languages (JAVA, .NET, Python)
- Ability to participate in a 24x7x365 on-call rotation.
The ability to meet Microsoft, customer and/or government security screening requirements are required for this role. These requirements include but are not limited to the following specialized security screenings:
Microsoft Cloud Background Check: This position will be required to pass the Microsoft Cloud Background Check upon hire/transfer and every two years thereafter.
Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request via the Accommodation request form.
Benefits/perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work.