Senior Security Customer Experience Engineer at Microsoft

Dublin, Leinster, Ireland -

Full Time

Start Date

Immediate

Expiry Date

05 Mar, 26

Salary

0.0

Posted On

05 Dec, 25

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Success, Technical Leadership, Crisis Management, Incident Response, Escalation Handling, Microsoft Security Products, Communication, Regulatory Compliance, Risk Management, Threat Hunting, Mentoring, Continuous Learning, Technical Excellence, Cloud Technologies, Security Certifications, Problem Solving

Industry

Software Development

Description

Overview The Customer Experience Engineering (CxE) CARE organization 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. We’re looking for individuals who are passionate about customer success and energized by solving complex technical challenges. If you thrive in environments where innovation and empathy shape the customer experience, you’ll find purpose here. Be on the cusp of innovation where generative AI solutions such as Microsoft Security CoPilot are helping security and IT professionals respond to cyberthreats faster and process signals as scale. Join a team of cloud professionals who believe that delivering extraordinary support is not just a function—but a mission. As a Customer Lead Engineer (CLE), you’ll serve as a trusted advisor and engineering advocate for Microsoft’s most strategic customers up through CISO/Executive levels. You’ll lead proactive guidance, rapid incident resolution, and seamless collaboration across Microsoft Security’s product portfolio. This role is ideal for engineers with strong cross-functional skills, deep technical expertise, experience managing high-intensity situations, and a passion for driving customer outcomes through engineering-led support. Responsibilities Strategic Technical Leadership: Serve as the primary technical point of contact for assigned strategic customers, developing a deep understanding of their security architecture, business goals, and operational environment; representing the program up through CISO levels. Technical Escalations: Directly engage and respond to technical escalations from Microsoft’s Mission Critical Security Customers as part of a 24/7 globally distributed engineering team and participate in the On-Call roster. Accelerated Incident Resolution: With minimal guidance, lead the response to critical incidents, acting as Incident Commander when necessary. Drive mitigation efforts, coordinate engineering engagement, and ensure timely root cause analysis and communication. Escalation Management: Own and manage technical escalations, ensuring swift resolution and transparent communication with both customers and internal stakeholders in a 24x7x365 environment. Customer Advocacy: Represent the voice of the customer within Microsoft Security Engineering. Influence product direction and support strategies based on customer feedback and real-world deployment insights. Collaboration: Collaborate closely with customers, account teams, product managers, core engineering, and support engineers[SO1.1] to understand customer architecture, troubleshoot complex product issues, and align with stakeholders to drive resolution of critical escalations. Continuous Improvement: Identify systemic issues and contribute to long-term improvements in product quality, supportability, and customer experience. Qualifications Required Qualification: • Bachelor’s degree in computer science, Engineering, Information Technology, or related technical field OR equivalent experience. • Seasoned experience in customer-facing, deep technical security-oriented role with demonstrated experience with crisis management, Incident Response, and escalation handling (e.g., Security Operations Analyst, Cloud Service Engineer, Technical Account Manager, or Security Engineer). • Strong experience with Microsoft Security products (e.g., Microsoft Defender, Entra, Intune, Sentinel, Purview) and enterprise security operations. • Extensive experience communicating in English language, demonstrating fluency in written and spoken communication • Willingness to participate in a 24x7x365 on-call rotation. Preferred: • Advanced Degree (e.g. Master’s, PhD). • Strong communication skills with the ability to translate complex technical issues into clear business impacts. • Growth mindset with a commitment to continuous learning and technical excellence.[SV2.1][BM2.2][SV2.3] • Familiarity with regulatory compliance frameworks, enterprise risk management, incident response and threat hunting • Certifications in Microsoft and/or competing Cloud Technologies in Security such as SC-200, SC-300, SC-400, SC-900, SC-100, AZ-500 • Industry Certifications: CISSP, CISM, CEH, CompTIA Security+, GIAC (GSEC, GCIA), CrowdStrike CCFA/CCFR • Ability to mentor and develop technical skills in others. • Preferred alignment with US-East Coast or US-Central Time Zones for optimal team collaboration. 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. #MSFTSECURITY 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.

Responsibilities

Serve as the primary technical point of contact for strategic customers, leading incident resolution and collaboration across Microsoft Security’s product portfolio. Advocate for customer needs within engineering to influence product direction and support strategies.