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.

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Senior Security Customer Experience Engineer

Job Description