Senior Customer Experience Engineer

Overview

The Customer Experience Engineering (CxE) CARE organization 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.

We’re looking for individuals who are passionate about customer success and energized by solving complex technical challenges. If you thrive in environments where innovation and empathy shape the customer experience, you’ll find purpose here. Be on the cusp of innovation where generative AI solutions such as Microsoft Security CoPilot are helping security and IT professionals respond to cyberthreats faster and process signals as scale. Join a team of cloud professionals who believe that delivering extraordinary support is not just a function—but a mission.

As a Senior Customer Experience Engineer, you’ll serve as a trusted advisor and engineering advocate for Microsoft’s most strategic customers to help them achieve success with Microsoft Security portfolio of products. Senior Customer Experience Engineers provide proactive guidance to help customers maximize their investment, operational excellence, crisis management, technical advocacy, and enable seamless collaboration across Microsoft. This is a deeply technical, customer-focused, and relationship role that is ideal for Consultants, Enterprise Architects, Technical Account Managers, and Cloud Architects with cross-functional skills, deep technical expertise, experience managing high-intensity situations, and a passion for driving customer outcomes through engineering-led support.

Responsibilities

• Strategic Technical Leadership: Serve as the primary technical point of contact for assigned strategic customers, developing a deep understanding of their security architecture, business goals, and operational environment; representing the engagement up through CISO levels.
• Technical Escalations: Directly engage and respond to technical escalations from Microsoft’s Mission Critical Security Customers as part of a 24/7 globally distributed engineering team and participate in the On-Call roster.
• Accelerated Incident Resolution: With minimal guidance, lead the response to critical incidents, acting as Incident Commander when necessary. Drive mitigation efforts, coordinate engineering engagement, and ensure timely root cause analysis and communication.
• Escalation Management: Own and manage technical escalations, ensuring swift resolution and transparent communication with both customers and internal stakeholders in a 24x7x365 environment.
• Customer Advocacy: Represent the voice of the customer within Microsoft Security Engineering. Influence product direction and support strategies based on customer feedback and real-world deployment insights.
• Collaboration: Collaborate closely with customers, account teams, product managers, core engineering, and support engineers to understand customer architecture, troubleshoot complex product issues, and align with stakeholders to drive resolution of critical escalations.
• Continuous Improvement: Identify systemic issues and contribute to long-term improvements in product quality, supportability, and customer experience.

Qualifications

Required

• Bachelor’s degree in computer science, Engineering, Information Technology, or related technical field OR equivalent experience.
• 7+ years in a customer-facing, deep technical security-oriented role with demonstrated experience with crisis management, Incident Response, or escalation handling.
• 5+ years of experience with Microsoft Security products (e.g., Microsoft Defender, Entra, Intune, Sentinel, Purview) and enterprise security operations.
• 5+ years’ experience communicating in English language, demonstrating fluency in written and spoken communication.
• Participation in a 24x7x365 on-call rotation.

Preferred

• Advanced Degree (e.g. Master’s, PhD).
• Strong communication skills with the ability to translate complex technical issues into clear business impacts.
• Growth mindset with a commitment to continuous learning and technical excellence.
• Familiarity with regulatory compliance frameworks, enterprise risk management, incident response and threat hunting.
• Certifications in Microsoft and/or competing Cloud Technologies in Security such as SC-200, SC-300, SC-400, SC-900, SC-100, AZ-500.
• Industry Certifications: CISSP, CISM, CEH, CompTIA Security+, GIAC (GSEC, GCIA), CrowdStrike CCFA/CCFRA.
• Ability to mentor and develop technical skills in others.
• Preferred alignment with US-East Coast or US-Central Time Zones for optimal team collaboration.

Key skills/competency

• Customer Experience
• Technical Leadership
• Security Architecture
• Incident Response
• Microsoft Security Products
• Cloud Security
• Crisis Management
• Customer Advocacy
• Problem Solving
• Collaboration