The Customer Experience Engineering (CxE) team 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. 
    
As a Senior Security Customer Experience Engineer, you will be responsible to directly own and resolve critical escalations raised by Microsoft’s top Security customers.  You will manage response to customer escalation requests via phone, email, or web, representing a 24x7x365 available Microsoft Security Engineering team. As a subject matter expert, you will routinely engage with feature teams, account teams, solution architects, and senior leadership to manage deeply technical customer issues that result in overall product design improvement and accelerate customer adoption. You will have an opportunity to be at the forefront of emerging technologies, and as you learn and grow you will have opportunities to contribute to the technical growth of your peers. 

In this role we are seeking individuals who put the customers first, demonstrate empathy, possess strong communication skills, have a growth mindset, and can maintain deep technical expertise in the Microsoft Security products. Successful candidates will join one of the most customer-connected engineering teams at Microsoft. This is a technical role in a fast-paced team within Security Engineering that involves direct interaction with a varied set of stakeholders within Microsoft.    
   
The ideal candidate should have extensive experience in a technical role leading complex and highly visible customer engagements.  Throughout their career, they must have managed situations where stakes were high, exhibited situational leadership, developed excellent negotiation skills, and refined their ability to communicate complex technical information effectively through verbal and written communication. They will have used data-driven decision-making, are comfortable with ambiguity, and demonstrated aptitude for quickly acquiring new skills.