Senior Customer Experience Engineer

Full Job Description

Strategic Technical Leadership: Serve as the Customer Lead Engineer (CLE) for assigned strategic customers, acting as the primary engineering advocate and technical lead for the MCSfMSC engagement. Develop a deep understanding of each customer's security architecture, business goals, and operational environment, and represent the engagement with stakeholders up to and including the CISO level. - Accelerated Incident Resolution: With minimal guidance, lead the coordinated response to high-severity product and service incidents and major escalations, serving as Incident Manager both for your assigned customers and through participation in a rotational incident management function. Drive mitigation, engineering engagement, stakeholder alignment, executive communications, and timely root-cause analysis while maintaining clear accountability boundaries with product engineering and support teams. - Proactive Engagement: Own and drive customer Service Improvement Plans, health reviews, and outcome-based improvement tracking. Analyze customer telemetry, product-health signals, support trends, and escalation patterns to identify systemic risks and recommend improvements to resilience, security posture, operational readiness, and product supportability. - Continuous Improvement: Identify systemic issues and use insights from customer engagements to improve how MCSfMSC delivers mission-critical services. Develop and scale better practices, tools, technical readiness materials, playbooks, and lessons learned that strengthen product quality, supportability, customer experience, business operations, and future incident response. Mentor peers and share technical expertise to raise engineering capability across the team. Bachelor's degree in Cybersecurity, Computer Science, Computer or Software Engineering, Information Systems, or a related field, or equivalent practical experience. 1. 7+ years of experience in a customer-facing technical security role, including leadership of high-severity product or service incidents, crisis situations, or complex technical escalations. Ability to diagnose and scope complex technical issues across enterprise security environments, including interpreting logs and telemetry, assessing product behavior, and reasoning across identity, endpoint, network, and cloud architecture to validate customer impact and engage the right engineering teams. These requirements include, but are not limited to the following specialized security screenings: - Ability to participate in a shared, scheduled 24x7x365 on-call rotation, including occasional work outside standard business hours and on weekends. MSFTSecurity This position will be open for a minimum of 5 days, with applications accepted on an ongoing basis until the position is filled. *

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