Microsoft · 16 hours ago
Customer Experience Engineering IC5
United States, Washington, Redmond
Full-time
Hybrid
Mid, Senior Level
$120K/yr - $235K/yr
4+ years expMicrosoft is a leading technology company focused on making the world a safer place through its Customer Experience Engineering (CxE) organization. They are seeking a Senior Customer Experience Engineer who will serve as a trusted advisor and engineering advocate for strategic customers, helping them achieve success with Microsoft's Security portfolio of products through proactive guidance and technical support.
Agentic AIApplication Performance ManagementArtificial Intelligence (AI)Business DevelopmentDevOpsInformation ServicesInformation TechnologyManagement Information SystemsNetwork SecuritySoftware
Responsibilities
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
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
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
Own and manage technical escalations, ensuring swift resolution and transparent communication with both customers and internal stakeholders in a 24x7x365 environment
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
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
Identify systemic issues and contribute to long-term improvements in product quality, supportability, and customer experience
Qualification
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
4+ years in a customer-facing, deep technical security-oriented role with demonstrated experience with crisis management, Incident Response, and escalation handling
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
Preferred
Master's Degree in Engineering, or related field AND 6+ years experience in technology industry, cloud, technical support, and/or customer experience engineering OR Bachelor's Degree in Engineering, Computer Science, Information Technology (IT), Data Analytics/Science, Artificial Intelligence (AI), or related field AND 8+ years experience in technology industry, cloud, technical support, cybersecurity consulting, and/or customer experience engineering
Willingness to participate in a 24x7x365 on-call rotation
2+ years of customer facing experience
4+ years of experience with Microsoft Security products (e.g., Microsoft Defender, Entra, Intune, Sentinel, Purview) and enterprise security operations
The ability to translate complex technical issues into clear business impacts
2+ years of experience with regulatory compliance frameworks, enterprise risk management, incident response or 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
Preferred alignment with US-East Coast or US-Central Time Zones for optimal team collaboration
Company
Microsoft
Microsoft is a software corporation that develops, manufactures, licenses, supports, and sells a range of software products and services.
10001+ employees
H1B Sponsorship
Microsoft has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (9192)
2024 (9343)
2023 (7677)
2022 (11403)
2021 (7210)
2020 (7852)
Funding
Current Stage
Public CompanyTotal Funding
$1MKey Investors
Technology Venture Investors
2022-12-09Post Ipo Equity
1986-03-13IPO
1981-09-01Series Unknown· $1M
Leadership Team
Satya Nadella
Chairman and CEO
Vukani Mngxati
Chief Executive Officer - Microsft South Africa
Recent News
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