Security Customer Experience Engineer

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.

• 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.

• Bachelor's Degree Engineering, Computer Science, Information Technology (IT), Data Analytics/Science, Artificial Intelligence (AI), or related field, experience in a technology industry, cloud, technical support, and/or customer experience engineering OR equivalent experience
• 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
• Strong problem-solving mindset and passion for data-driven decision making, with the ability to diagnose complex issues, understand customer impact, and improve support experiences

• Health insurance
• Discounts on products and services
• Generous time away
• Giving programs
• Opportunities to network and connect

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.