Security Customer Experience Engineer 2
at Microsoft
Posted 11 hours ago
No clicks
- Compensation
- $100,600 – $199,000 USD
- City
- Not specified
- Country
- United States
Currency: $ (USD)
The Security Customer Experience Engineer 2 is a key role within Microsoft Security's CxE team, bridging engineering, product, and customer success to improve deployment, operation, and value of Microsoft security solutions. You will identify defects and usage issues from customer telemetry and feedback, resolve highly complex technical incidents in a 24x7 environment, and guide customers through new releases and platform changes. You will own incident management, perform root cause analysis, and collaborate with product and engineering to close gaps and drive adoption. Strong relationship management, proactive health checks, and the use of AI-driven solutions to accelerate customer experience are also part of the role.
Security represents the most critical priorities for our customers in a world awash in digital threats, regulatory scrutiny, and estate complexity. Microsoft Security aspires to make the world a safer place for all. We want to reshape security and empower every user, customer, and developer with a security cloud that protects them with end to end, simplified solutions. The Microsoft Security 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.
The mission of the Microsoft Security organization—to make the world a safer place—has never been more critical. As cyber threats continue to grow in scale and sophistication, Microsoft Security continuously evolves its products to protect customers, applications, and devices globally. We are looking for a Security Customer Experience Engineer 2 to join our team!
The Microsoft Security Customer Experience Engineering (CxE) team plays a pivotal role in this mission by anticipating customer needs, amplifying customer feedback, and systematically resolving complex challenges. The team partners closely with product groups such as Microsoft Entra, Microsoft Intune, Microsoft Defender, and Microsoft Purview, ensuring they remain deeply connected to real-world customer scenarios. CxE takes end-to-end accountability for the Microsoft Security customer experience, enabling customers to successfully deploy, operate, and derive value from Microsoft’s security solutions.
Responsibilities
Product and Service Excellence
Leverage engineering tools, customer telemetry, and direct customer feedback to identify product defects, usage issues, misconfigurations, and emerging signals.
Resolve highly complex, mission critical technical issues in a 24x7x365 operational environment.
Independently track and manage customer incidents, engaging customers and partners to understand issues, provide status updates, and communicate progress and next steps.
Investigate and troubleshoot issues using advanced diagnostics with minimal guidance.
Gather and synthesize customer and partner feedback to identify feature gaps, knowledge gaps, configuration issues, and key performance indicators (KPIs).
Design, implement, or contribute to new features, tools, and automation to improve product quality and customer outcomes.
Share best practices and technical guidance through multiple forums to help customers and partners remain current.
Identify opportunities to improve troubleshooting content and drive automation of complex solutions.
Proactively pursue professional development opportunities across product areas and business processes (e.g., mentoring, shadowing, training) to strengthen technical depth and impact.
Conduct proactive health checks to ensure customer environments are optimized and deployment ready.
Guide customers through new releases, updates, and platform changes with minimal oversight.
Perform feature reviews on new deployments to identify gaps and recommend improvements.
With managerial support, advise customers on architecture, configuration, and deployment of Microsoft security platforms.
Relationship and Experience Management
Act as a trusted technical liaison between engineering teams and customer stakeholders throughout the solution lifecycle.
Engage customers to understand business requirements, operational constraints, and availability needs, translating them into actionable deployment guidance.
Coordinate and escalate customer issues to appropriate internal teams to drive timely resolution.
Communicate clearly and consistently with stakeholders on issue status, risks, and resolution progress.
Handle escalations from support and field teams with limited supervision.
Escalate complex scenarios to engineers or leadership when additional expertise is required.
Conduct root cause analysis and follow up with customers to ensure issues are fully addressed.
Collaborate with product and business groups to understand real-world product usage and customer scenarios.
Identify product limitations and gaps impacting customer experience and adoption.
Represent the Voice of the Customer (VoC) by providing actionable insights to product and business teams.
Partner cross functionally with program managers, software engineers, product teams, and Customer Service & Support (CSS) to unblock and resolve customer issues.
Collaborate with internal teams to deliver solutions and improvements back to customers.
Proactively build partnerships with internal technical teams to enhance troubleshooting resources.
Leverage and integrate AI driven and agentic solutions to improve and accelerate the customer experience.
Qualifications
Required/Minimum Qualifications:
- Bachelor's Degree in Engineering, Computer Science, Information Technology (IT), Data Analytics/Science, Artificial Intelligence (AI), or related field AND 2+ years experience in technology industry, cloud, technical support, and/or customer experience engineering
- OR equivalent experience.
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.
- This position requires verification of citizenship due to citizenship-based legal restrictions. Specifically, this position supports United States federal, state, and/or local United States government agency customers and is subject to certain citizenship-based restrictions where required or permitted by applicable law. To meet this legal requirement, and as a condition of employment, thesuccessful candidate’s citizenship will be verified with a valid passport
Additional or Preferred Qualifications:
Bachelor's Degree AND 5+ years’ experience in product/service/project/program management or software development OR equivalent experience.
- Technical Expertise
Understands basic cloud architectures and technologies as they relate to Microsoft Sentinel Datalake or similar technologies.
Familiar with networking and web technologies relevant to Sentinel Connectors.
Has hands-on experience with setup and configuration of Microsoft Sentinel Datalake and Connectors or similar technologies.
Exposed to integration of Microsoft Defender XDR with Sentinel and familiar with Security Copilot in this context.
- Security Solutions Integration
Experienced in basic onboarding and configuration of Microsoft Sentinel Connectors.
Familiar with connecting various data sources to the Sentinel Datalake.
Has worked with both built-in and custom connectors within Sentinel.
- Data Analysis and Troubleshooting
Can collect and review logs and telemetry data within Microsoft Sentinel.
Familiarity with the Kusto Query Language (KQL).
Able to follow instructions to resolve basic onboarding and data ingestion issues.
- Analytical and Integration Skills
Possesses basic skills for interpreting simple telemetry and security reports in Sentinel.
Can communicate technical issues to stakeholders with guidance.
Willing to learn and adapt to new security requirements and features in Sentinel.
- Automation and Development
Has some experience using automation languages (e.g., PowerShell) and Power Automate for Sentinel-related tasks.
Exposed to development languages (JAVA, .NET, Python) for creating custom connectors or automation.
Interested in learning about AI-driven solutions to enhance customer experience with Sentinel.
Customer Experience Engineering IC3 - The typical base pay range for this role across the U.S. is USD $100,600 - $199,000 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 $131,400 - $215,400 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
This position will be open for a minimum of 5 days, with applications accepted on an ongoing basis until the position is filled.
Microsoft is an equal opportunity employer. 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 with religious accommodations and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations.
