Senior Security Customer Experience Engineer

The Cloud & AI organization accelerates Microsoft’s mission and bold ambitions to ensure that our company and industry is securing digital technology platforms, devices, and clouds in our customers’ heterogeneous environments, as well as ensuring the security of our own internal estate. Our culture is centered on embracing a growth mindset, a theme of inspiring excellence, and encouraging teams and leaders to bring their best each day. In doing so, we create life-changing innovations that impact billions of lives around the world. Microsoft is one of the largest enterprise service companies in the world.

We are the Product Health and Escalation team within the Security Customer Experience Engineering organization. Our goal is to deliver exceptional customer experiences by leveraging our team’s diverse strengths and commitment to empathy, integrity, and continuous improvement. We advocate for our customers within Microsoft, ensuring their needs are met through escalation management and collaboration across engineering and partner teams. By being present when our customers need us most and boldly doing the right thing, we retain their trust and empower their success.

We are hiring a Senior Security Customer Experience Engineer to join the Product Health and Escalation team. You will own and resolve critical escalations from Microsoft’s top Security customers. You’ll respond to those customers’ escalation requests via phone, email, or web, representing a 24x7x365 Microsoft Security Engineering team. As a subject matter expert in Microsoft Entra, you’ll engage with feature teams, account teams, and leadership to manage deeply technical issues and ensure fast resolution and excellent customer experience

This role places you at the forefront of emerging technologies. As you grow, you’ll also contribute to the technical development of your peers. We’re looking for individuals who put customers first, show empathy, communicate effectively, and maintain deep technical expertise in the Microsoft Entra portfolio. Successful candidates will join one of Microsoft’s most customer-connected engineering teams.

The ideal candidate has extensive experience leading complex, high-stakes customer engagements. They’ve demonstrated situational leadership, negotiation skills, and the ability to communicate complex technical information clearly. They use data-driven decision-making, thrive in ambiguity, and quickly acquire new skills.

Microsoft’s mission is to empower every person and every organization on the planet to achieve more. As employees we come together with a growth mindset, innovate to empower others, and collaborate to realize our shared goals. Each day we build on our values of respect, integrity, and accountability to create a culture of inclusion where everyone can thrive at work and beyond. 

In alignment with our Microsoft values, we are committed to cultivating an inclusive work environment for all employees to positively impact our culture every day.

Responsibilities

• Respond to technical escalations from Microsoft’s Mission Critical Security Customers as part of a 24x7x365 globally distributed Entra engineering team.
• Collaborate with Customer Lead Engineers, Product Managers, and Support Engineers to understand customer architecture, resolve break/fix issues, and support business operations.
• Share actionable insights and recommendations with customers, support, and account teams to drive self-remediation to known product issues.
• Maintain deep technical expertise in Microsoft Entra to troubleshoot complex issues, mentor others and contribute to the growth of a global technical team.
• Communicate effectively with customers to provide timely updates and gather critical information.
• Drive product improvement by delivering customer insights, resolving technical challenges, and partnering with engineering to ensure customer success.
• Embody our culture and values
  
  

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, and/or customer experience engineering OR equivalent experience.
• 4+ years of experience with Microsoft Entra or similar Identity and Access Management solutions, including Conditional Access, Identity Governance, and External Identities.
• Ability 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
  
  

Additional Or Preferred Qualifications

• 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, and/or customer experience engineering OR equivalent experience.
• 2+ years of customer facing experience.
• Exceptional written and verbal communication skills, with the ability to tailor messaging to diverse audiences
• Proven ability to collaborate across teams and overcome obstacles to resolve issues beyond organizational boundaries
• Expertise in the following cloud computing technologies related to Microsoft Entra:
• Entra Application Management
• Privileged Identity Management (PIM).
• Managed Identities & Federated Identity Credentials.
• Azure AD Connect, Cloud Sync & Hybrid Identity Component.
• Entra Registered Devices.
• Entra integrations with other security products like Intune
  

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 for the role until November 7, 2025.

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Microsoft is an equal opportunity employer. Consistent with applicable law, all qualified applicants will receive consideration for employment without regard to age, ancestry, citizenship, color, family or medical care leave, gender identity or expression, genetic information, immigration status, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran or military status, race, ethnicity, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable local laws, regulations and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations.