Senior Customer Experience Engineer

The Mission Critical Services for Microsoft Security Cloud (MCSfMSC) organization supports 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 solutions that scale. Every engagement is built on trust, resilience, and long-term customer success, guided by a commitment to diversity, inclusion, and innovation. Here, generative AI solutions such as Microsoft Security Copilot help security and IT professionals respond to cyberthreats faster and process signals at scale.   As a Senior Security Customer Experience Engineer, you'll serve as a trusted advisor and engineering advocate for a focused portfolio of Microsoft's largest global enterprise and regulated-industry customers, where a single escalation can reach product engineering leadership within hours. You'll provide proactive guidance, technical advocacy, and crisis leadership to help customers maximize their Microsoft Security investments, strengthen operational excellence, and collaborate seamlessly across Microsoft. This is a deeply technical, customer-focused, and relationship-driven role.   Candidates may bring relevant experience from consulting, enterprise architecture, technical account management, cloud architecture, or other customer-facing technical security roles, along with experience managing complex, time-sensitive, and high-visibility situations and driving customer outcomes through engineering-led support.   We're not just looking for someone who can do this job well; we're seeking someone who will improve how we do it. In your first year, success looks like customers who escalate less because their environments are healthier, and at least one change you drove that enchanced how the whole team works.   This role supports flexible work arrangements consistent with Microsoft policies, customer commitments, and business needs. Team members collaborate across a globally distributed organization and have flexibility in how and where they work while maintaining required customer coverage and on-call commitments.

Strategic Technical Leadership : Serve as the Customer Lead Engineer (CLE) for assigned strategic customers, acting as the primary engineering advocate and technical lead for the MCSfMSC engagement. Develop a deep understanding of each customer's security architecture, business goals, and operational environment, and represent the engagement with stakeholders up to and including the CISO level. Technical Escalation Management : Directly engage and swiftly respond to technical escalations from Microsoft's mission-critical security customers as part of a globally distributed engineering team providing follow-the-sun coverage. Accelerated Incident Resolution: With minimal guidance, lead the coordinated response to high-severity product and service incidents and major escalations, serving as Incident Manager both for your assigned customers and through participation in a rotational incident management function. Drive mitigation, engineering engagement, stakeholder alignment, executive communications, and timely root-cause analysis while maintaining clear accountability boundaries with product engineering and support teams. Customer Advocacy : Represent the voice of the customer within Microsoft Security Engineering, influencing product roadmaps, engineering priorities, and support strategies through customer insights and escalation trends. Collaboration : Partner with customers, account teams, product managers, core engineering, and support engineers to understand customer architecture, troubleshoot complex product issues, and align stakeholders across Microsoft on shared customer priorities. Proactive Engagement: Own and drive customer Service Improvement Plans, health reviews, and outcome-based improvement tracking. Analyze customer telemetry, product-health signals, support trends, and escalation