Principal Security Customer Experience Engineer

Job description

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 a Principal Security Customer Engineer 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 Principal Security Customer Engineer 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, accelerated incident resolution, and seamless collaboration across Microsoft Security’s product portfolio with some of the most strategic customers.

As a Principal level leader, you will also be responsible lead initiatives to mature the program and helping to coach and grow other team members.

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.
 
The ideal candidate should have extensive 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 contributed to the maturity of the team used data-driven decision-making, are comfortable with ambiguity, and demonstrated aptitude for quickly acquiring new skills.



**Responsibilities**

• Maintain technical depth in Microsoft Security product(s) as you actively troubleshoot and resolve customer issues.
• Directly engage and respond to technical escalations from Microsoft’s Security customers as part of a 24x7x365 globally dispersed engineering team.
• Deeply engage with Customer Lead Engineers, 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.
• Identify and lead program-wide improvements
• Mentor and grow others
• Share insights and recommendations with customers, support, and account teams to ensure self-remediation to known product issues.
• Collaborate with software engineers on behalf of customer to diagnose, troubleshoot, and resolve complex product problems.
• 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 customer issues and testing to ensure customers success.

**Qualifications**

• Bachelor’s degree in computer science, Engineering, Information Technology, or related technical field OR equivalent experience.
• Solid experience in a 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.
• Proficient 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.

#MSFTSECURITY #CXESECURITY

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.

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

Other General