Senior Security Customer Experience Engineer

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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.

Required/minimum 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.
• 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, Support Engineer, or Security Engineer).
• Ability to participate in a 24x7x365 on-call rotation.
• 3+ Years of hands on experience troubleshooting Microsoft Entra escalations

Customer Experience Engineering IC3 - The typical base pay range for this role across the U.S. is USD $100,600 - $199,000 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 $131,400 - $215,400 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

Microsoft will accept applications for the role until July 30, 2025.

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.

#MSFTSECURITY

• 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.
• Provide support and hands on engagement with the following cloud computing technologies related to Microsoft Entra:
  • Conditional Access Policies.
    
  • Privileged Identity Management (PIM).
    
  • Microsoft Entra External ID.
    
  • Managed Identities & Federated Identity Credentials.
    
  • Azure AD Connect, Cloud Sync & Hybrid Identity Component.
    
  • Entra Registered Devices.
    
  • Entra integrations with other security products like Intune.