Security Operations Engineer - Customer Experience
Microsoft
Security Operations Engineer - Customer Experience
Redmond, Washington, United States
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Overview
The Cloud & AI 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. Our culture is centered on embracing a growth mindset, a theme of inspiring excellence, and encouraging teams and leaders to bring their best each day. In doing so, we create life-changing innovations that impact billions of lives around the world. Microsoft is one of the largest enterprise service companies in the world.
In doing so, we create life-changing innovations that impact billions of lives around the world. As Microsoft continues to evolve its secure infrastructure and elevate customer trust, the Secure Production Access (SPA) team is seeking a Security Operations Engineer– Customer Experience to lead the charge in delivering a world-class support experience for our customers. SPA is at the forefront of enabling secure access to production environments, ensuring that Microsoft services remain resilient, compliant, and secure. In this role, you will be the voice of the customer, owning customer experience end-to-end. This includes overseeing a team of support agents to deliver seamless, high-impact support services and driving product improvements to address common user pain points. You’ll work across engineering, operations, and customer support to ensure that every interaction with SPA tools and services is intuitive, efficient, and secure. Microsoft’s mission is to empower every person and every organization on the planet to achieve more. As employees we come together with a growth mindset, innovate to empower others, and collaborate to realize our shared goals. Each day we build on our values of respect, integrity, and accountability to create a culture of inclusion where everyone can thrive at work and beyond. In alignment with our Microsoft values, we are committed to cultivating an inclusive work environment for all employees to positively impact our culture every day.
Microsoft’s mission is to empower every person and every organization on the planet to achieve more. As employees we come together with a growth mindset, innovate to empower others, and collaborate to realize our shared goals. Each day we build on our values of respect, integrity, and accountability to create a culture of inclusion where everyone can thrive at work and beyond.
In alignment with our Microsoft values, we are committed to cultivating an inclusive work environment for all employees to positively impact our culture every day.
Qualifications
Minimum Qualifications:
Bachelor's Degree in Statistics, Mathematics, Computer Science or related field OR 5+ years of experience in software development lifecycle, large-scale computing, modeling, cyber security, anomaly detection, Security Operations Center (SOC) detection, threat analytics, security incident, and event management (SIEM), information technology (IT), and operations incident response.
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.
Preferred Qualifications:
- Masters Degree or Doctorate in Statistics, Mathematics, Computer Science or related field OR 7+ years of experience in software development lifecycle, large-scale computing, modeling, cyber security, and anomaly detection.
- CISSP CISA CISM SANS GCIA GCIH OSCP Security+
- 2+ years experience taking a product, feature, or experience to market (e.g., design, addressing product market fit, and launch, internal tool/framework).
- 4+ years experience improving product metrics for a product, feature, or experience in a market (e.g., growing customer base, expanding customer usage, avoiding customer churn).
- 4+ years experience disrupting a market for a product, feature, or experience (e.g., competitive disruption, taking the place of an established competing product).
- 5+ years of Technical Product Management or Security Operations experience
- 3+ years of experience leading projects or contractor teams
- 3+ years of experience leading support or customer focus initiatives
- 3+ years of experience with data pipeline tooling such as PowerBI, SQL, Kusto or Azure Data Factory
- 1+ years of Cybersecurity experience in hardware, software, cloud or similar domains
- 1+ years of Software Engineering experience
- Understanding of the Azure ecosystem and engineering best practices
- Prior experience in tackling complex problems in a self-driven, solution-oriented manner
- Proven ability to create world-class customer experiences
Security Operations Engineering IC4 - The typical base pay range for this role across the U.S. is USD $119,800 - $234,700 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 $158,400 - $258,000 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 August 31, 2025.
Responsibilities
Voice of the Customer
- Own the Support Experience for the secure device program, ensuring customer satisfaction and effective issue resolution across all support layers
- Build customer feedback mechanisms and implement continuous improvement efforts to quickly address customer pain points
- Define, communicate and measure key success metrics to monitor program success
- Create high quality, customer-facing documentation for onboarding, program processes, and self-help solutions
Product Excellence
- Develop a deep understanding of the product and its engineering infrastructure to enable seamless collaboration with product engineers
- Analyze support ticket data to identify common support issues and drive fixes with product engineering to address root causes
- Translate customer feedback into actionable features, and partner with engineering to deliver meaningful improvements to customer experience
Support Team Management
- Lead a team of contractor support agents to provide front-line customer support services
- Build troubleshooting guides and standard operating procedures for ticket resolution
- Track supplier performance against program success metrics, and address any gaps in service
- Foster an environment of learning to develop product and service experts within the team
Lead with Data
- Implement telemetry and reporting pipelines across the program ecosystem to monitor program health, measure feature success, and inform roadmap planning
- Effectively communicate status to key stakeholders, and make data-driven decisions
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