Senior Security Customer Experience Engineer

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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.


As a Senior Security Customer Experience Engineer on the Product Health and Escalation team, you will own and resolve critical escalations from Microsoft’s top Security customers. You’ll respond to those customers’ escalation requests via phone, email, or web, representing a 24x7x365 Microsoft Security Engineering team. As a subject matter expert in Microsoft Entra, you’ll engage with feature teams, account teams, and leadership to manage deeply technical issues and ensure fast resolution and excellent customer experience

This role places you at the forefront of emerging technologies. As you grow, you’ll also contribute to the technical development of your peers. We’re looking for individuals who put customers first, show empathy, communicate effectively, and maintain deep technical expertise in the Microsoft Entra portfolio. Successful candidates will join one of Microsoft’s most customer-connected engineering teams.

The ideal candidate has extensive experience leading complex, high-stakes customer engagements. They’ve demonstrated situational leadership, negotiation skills, and the ability to communicate complex technical information clearly. They use data-driven decision-making, thrive in ambiguity, and quickly acquire new skills.

#EntraJobs #MicrosoftSecurity

#CXESECURITY

• 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

Preferred qualifications

Expertise in the following cloud computing technologies related to Microsoft Entra:

• Conditional Access Policies
• Privileged Identity Management (PIM)
• Microsoft Entra External ID
• Managed Identities & Federated Identity Credentials
• Azure AD Connect, Cloud Sync & Hybrid Identity Component
• Entra Registered Devices
• Entra integrations with other security products like Intune

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:

• This position will be required to pass the Microsoft background and Microsoft Cloud background check upon hire/transfer and every two years thereafter.
• 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.

• 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.