Principal Customer Experience Engineer

Security represents the most critical priorities for our customers in a world awash in digital threats, regulatory scrutiny, and estate complexity. Microsoft Security aspires to make the world a safer place for all. We want to reshape security and empower every user, customer, and developer with a security cloud that protects them with end to end, simplified solutions. The Microsoft Security 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.

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 innovation.

Our Mission Critical Services (MCS) for Microsoft Security Cloud offering is scaling globally. We are seeking a Principal Customer Experience Engineer who can operate across the full engagement lifecycle-from CISO/Executive pre-sales conversations through delivery ownership to driving program-level improvements to join our team. This role will work partner with field sellers throughout the pre- and post sales process to architect the right level offerings to ensure success with Microsoft Security portfolio. This role focuses on solution architecture, onboarding, delivery, and program improvements.

The candidate is a principallevel technical leader who is a systems thinker who thrives on the intersection of business and technology, presales architecture, operational rigor, technical depth and crossfunctional influence. They are comfortable operating at the intersection of Sales, Account Teams, Delivery, and Engineering, and they bring a track record of turning complex, ambiguous motions into repeatable, scalable operating models.

• 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 engagement up through C-Suite levels.
• Pre-Sales Engagement: Collaborate closely with field sellers to understand customer needs and directly support customer engagements with CISO/Executives; making commitments on behalf of the team and program that ensure customer success with Microsoft Security products while ensuring deal hygiene.
• Collaboration: Collaborate closely with customers, account teams, product managers, core engineering, and support engineers to understand customer architecture, troubleshoot complex product issues, and align with stakeholders to drive resolution of critical escalations.
• 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.
• Continuous Improvement: Identify systemic issues and contribute to long-term improvements to pre-sales engagement, program/offering development, and operations through the adaption and usage of Artificial Intelligence (AI) to improve repeatability and scale.
• 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.

Required qualifications:

• Bachelor's Degree in Engineering, Computer Science, Information Technology (IT), Data Analytics/Science, Artificial Intelligence (AI), or related field AND 6+ years experience in technology industry, cloud, technical support, and/or customer experience engineering
  • OR equivalent experience.
• 1+ year(s) of customer facing experience.

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.

Additional qualifications:

• Bachelor's Degree AND 10+ years of experience in technical presales, solution architecture, customer engineering, support/services program leadership, or equivalent enterprise technical roles
  
  • OR equivalent experience.
• 7+ years of experience with Microsoft Security products (e.g., Microsoft Defender, Entra, Intune, Sentinel, Purview) or related enterprise security operations.
• 7+ years' experience communicating in English language, demonstrating fluency in written and spoken communication at executive levels
• Participation in a 24x7x365 on-call rotation.
• Able to adapt working schedules to accommodate customer meetings globally.
• Advanced Degree (e.g. Master's, PhD)
• 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-401,[AW1.1] SC-900, SC-100, AZ-500, AI-900, AB-730, AB-731, AB-100[AW2.1]
• Industry Certifications: CISSP, CISM, CEH, CompTIA Security+, GIAC (GSEC, GCIA), CrowdStrike CCFA/CCFR
• Ability to mentor and develop technical skills in others.

Customer Experience Engineering IC5 - The typical base pay range for this role across the U.S. is USD $139,900 - $274,800 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 $188,000 - $304,200 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

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.