Senior Customer Experience Engineer

Microsoft Microsoft · Big Tech · Redmond, WA +1 · Customer Experience Engineering

This role is for a Senior Customer Experience Engineer within Microsoft Security's CARE organization. The primary focus is on providing technical leadership, resolving escalations, and acting as a trusted advisor for strategic customers using Microsoft Security products. While the role involves working with generative AI solutions like Microsoft Security CoPilot, the core responsibilities are centered around customer support, incident management, and influencing product direction based on customer feedback, rather than directly building or researching AI models.

What you'd actually do

  1. 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.
  2. 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.
  3. 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.
  4. Own and manage technical escalations, ensuring swift resolution and transparent communication with both customers and internal stakeholders in a 24x7x365 environment.
  5. 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.

Skills

Required

  • 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.

Nice to have

  • 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.

What the JD emphasized

  • Microsoft Security products
  • crisis management
  • Incident Response
  • escalation handling
  • regulatory compliance frameworks
  • enterprise risk management
  • incident response
  • threat hunting