Most Loved Workplace® Certified JobSenior Customer Experience Engineer - Security
Assessed by Most Loved Workplace®About the Role
At Microsoft, a Most Loved Workplace® certified employer in the Technology space, Empowering every person and organization to achieve more through innovation.
The Mission Critical Services for Microsoft Security Cloud (MCSfMSC) organization supports 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 solutions that scale. Every engagement is built on trust, resilience, and long-term customer success, guided by a commitment to diversity, inclusion, and innovation. Here, generative AI solutions such as Microsoft Security Copilot help security and IT professionals respond to cyberthreats faster and process signals at scale. As a Senior Security Customer Experience Engineer, you'll serve as a trusted advisor and engineering advocate for a focused portfolio of Microsoft's largest global enterprise and regulated-industry customers, where a single escalation can reach product engineering leadership within hours. You'll provide proactive guidance, technical advocacy, and crisis leadership to help customers maximize their Microsoft Security investments, strengthen operational excellence, and collaborate seamlessly across Microsoft. This is a deeply technical, customer-focused, and relationship-driven role.
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Requirements
- Bachelor's degree in Cybersecurity, Computer Science, Computer or Software Engineering, Information Systems, or a related field, or equivalent practical experience.
- 7+ years of experience in a customer-facing technical security role, including leadership of high-severity product or service incidents, crisis situations, or complex technical escalations.
- Ability to diagnose and scope complex technical issues across enterprise security environments, including interpreting logs and telemetry, assessing product behavior, and reasoning across identity, endpoint, network, and cloud architecture to validate customer impact and engage the right engineering teams.
- Deep working knowledge of at least two Microsoft Security solutions (Purview, Defender, Entra, Intune, or Sentinel) sufficient to advise customers on capabilities, architecture, implementation, and operational considerations.
- Professional proficiency in written and spoken English sufficient to translate complex technical issues into clear business impacts and communicate effectively with customers, engineers, product teams, and executive stakeholders.
- Business fluency in both Japanese and English is required.
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