Senior Customer Experience Engineer

• 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.

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.

• 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
• Advanced Degree (e.g. Master’s, PhD)
• 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/CCFR
• Ability to mentor and develop technical skills in others
• Preferred alignment with US-West Coast Time Zones for optimal team collaboration, supporting customers in the Australia, Asia, Middle East, Africa, and European regions.