Senior Security Customer Engineer

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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 Senior Secuirty Customer Engineers 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 Security Customer Engineer, or Customer Lead Engineer (CLE), you’ll serve as a trusted advisor and engineering advocate for Microsoft’s most strategic customers up through CISO/Executive levels. You’ll lead proactive guidance, rapid incident resolution, and seamless collaboration across Microsoft Security’s product portfolio. This role is ideal for engineers with strong cross-functional skills, deep technical expertise, experience managing high-intensity situations, and a passion for driving customer outcomes through engineering-led support.

Required/minimum qualifications

• 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 (e.g., Security Operations Analyst, Cloud Service Engineer, Technical Account Manager, or Security Engineer).
• 4+ years of experience with Security products (e.g., Microsoft Defender, Entra, Intune, Sentinel, Purview, or similar) and enterprise security operations.
• Willingness to participate in a 24x7x365 on-call rotation.

Other Requirements:

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.

Customer Experience Engineering IC4 - The typical base pay range for this role across the U.S. is USD $119,800 - $234,700 per year. There is a different range applicable to specific work locations, within the San Francisco Bay area and New York City metropolitan area, and the base pay range for this role in those locations is USD $158,400 - $258,000 per year.

Certain roles may be eligible for benefits and other compensation. Find additional benefits and pay information here: https://careers.microsoft.com/us/en/us-corporate-pay

Microsoft will accept applications and processes offers for these roles on an ongoing basis.

#MSFTSECURITY #EntraID #Intune #Sentinel #Purview

• 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 program 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[SO1.1] 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.