Security Customer Experience Engineer II

Job description

Do you want to help customers secure their environments and maximize the value of Microsoft cloud services?

Are you eager to interact with clients and protect their data?

Join us in one of Microsoft's fastest-growing businesses where our mission is to make the world a safe place.

We are the Product Health & Escalation team, within the Security Customer Experience Engineering (CxE) organization at Microsoft.

We are here to deliver exceptional customer experience by leveraging our team’s diverse strengths and unwavering commitment to empathy, integrity, and continuous improvement.

We advocate and evangelize for our customers within Microsoft, ensuring their product needs are met through proactive escalation management and effective collaboration within engineering and partner teams.

By being there when our customers need us the most, and boldly doing the right thing, we retain trust of our customers and empower them to achieve success.

About the role

We are looking for a Security Customer Experience Engineer II to join the Product Health & Escalation team.

You will be responsible to directly own and resolve critical escalations raised by Microsoft’s top Security customers focused on the Microsoft Purview and Security Copilot suite.

You will manage response to customer escalation requests via phone, email, or web, representing a 24x7x365 available Microsoft Security Engineering team.

As a member of this team, 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 Purview and/or Security Copilot portfolio of services.

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.

This candidate should have 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.

**Responsibilities**

+ Directly engage and respond to technical escalations from Microsoft’s Mission Critical Security Customers as part of a 24x7x365 globally dispersed Purview and Security Copilot engineering teams.
+ Deeply engage with Solution Architects, Product Managers, and Support Engineers to understand customer architecture, break/fix issues, and business operations as you help resolve critical escalations in a swift manner.
+ Share insights and recommendations with customers, support, and account teams as well as help contribute to customer-facing documentation to ensure self-remediation to known product issues.
+ Collaborate with software engineers to diagnose, troubleshoot, and resolve complex product problems.
+ Maintain technical depth in the Microsoft Purview suite and/or Security Copilot as you actively troubleshoot and resolve customer issues pertaining to information protection, data loss prevention, data lifecycle management and governance.
+ Utilize your knowledge and expertise to mentor others and support the technical development of an international team.
+ Communicate with customers to provide updates and gather additional information as needed.
+ Provide insights and feedback to Engineering and Product Management teams to drive continuous improvement.
+ Collaborate with engineering on new feature design and testing to ensure customers success.
+ Embody our culture and values

**Qualifications**

**Required/minimum qualifications**

+ Bachelor's Degree 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.
+ 2+ years of experience with Microsoft Purview (or similar) technologies such as Information Protection, Endpoint Data Loss Prevention, eDiscovery, Data Lifecycle Management, Insider Risk Management, Sensitive Information Types and/or Security Copilot, Exchange, Office 365, Sentinel, or Microsoft Defender.
+ 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 background and Microsoft Cloud background check upon hire/transfer and every two years thereafter.

**Additional or preferred qualifications**

+ Bachelor's Degree in Engineering, Computer Science, Information Technology (IT), Data Analytics/Science, Artificial Intelligence (AI), or related field AND 5+ years experience in technology industry, cloud, technical support, and/or customer experience engineering
+ OR equivalent experience.
+ 4+ year experience directly engaging and managing customer relationships in consultative or account management-oriented roles
+ 5+ years of hands-on experience with Microsoft Security and Compliance technologies such as Information Protection, Endpoint Data Loss Prevention, eDiscovery, Data Lifecycle Management, Insider Risk Management, Sensitive Information Types and/or Security Copilot, Exchange, Office 365, Sentinel, or Microsoft Defender.

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

Microsoft will accept applications for the role until October 25, 2025.

#PurviewJobs #MicrosoftSecurity **#MSCareerEvents25**

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 (https://careers.microsoft.com/v2/global/en/accessibility.html) .

Required Skill Profession

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