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About the Role

As a Senior Security Customer Experience Engineer, you will serve as a trusted advisor and engineering advocate for Microsoft's largest global enterprise and regulated-industry customers. You will 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 role is deeply technical, customer-focused, and relationship-driven, utilizing generative AI solutions like Microsoft Security Copilot to help security and IT professionals respond to cyber threats faster.

Responsibilities

Serve as the Customer Lead Engineer (CLE) for assigned strategic customers, acting as the primary engineering advocate and technical lead.
Develop a deep understanding of each customer's security architecture, business goals, and operational environment.
Represent the engagement with stakeholders up to the CISO level.
Directly engage and swiftly respond to technical escalations from Microsoft's mission-critical security customers.
Lead the coordinated response to high-severity product and service incidents and major escalations.
Serve as Incident Manager for assigned customers and through a rotational incident management function.
Drive mitigation, engineering engagement, stakeholder alignment, executive communications, and timely root-cause analysis.
Represent the voice of the customer within Microsoft Security Engineering, influencing product roadmaps, engineering priorities, and support strategies.
Partner with customers, account teams, product managers, core engineering, and support engineers to troubleshoot complex product issues.
Align stakeholders across Microsoft on shared customer priorities.
Own and drive customer Service Improvement Plans, health reviews, and outcome-based improvement tracking.
Analyze customer telemetry, product-health signals, support trends, and escalation patterns to identify systemic risks.
Recommend improvements to resilience, security posture, operational readiness, and product supportability.
Identify systemic issues and use insights from customer engagements to improve MCSfMSC service delivery.
Develop and scale better practices, tools, technical readiness materials, playbooks, and lessons learned.
Mentor peers and share technical expertise to raise engineering capability across the team.

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.
Deep working knowledge of at least two Microsoft Security solutions (Purview, Defender, Entra, Intune, or Sentinel).
Professional proficiency in written and spoken English.
Business fluency in both Japanese and English is required.
Ability to participate in a shared, scheduled 24x7x365 on-call rotation.
Ability to meet Microsoft, customer, and government security-screening requirements.

Skills

Microsoft Security solutions (Purview, Defender, Entra, Intune, or Sentinel)
Diagnosing and scoping complex technical issues
Interpreting logs and telemetry
Assessing product behavior
Reasoning across identity, endpoint, network, and cloud architecture
Customer advocacy
Incident management
Technical leadership
Generative AI technologies (preferred)
Regulatory compliance and enterprise risk management frameworks (preferred)
IT Service Management (ITSM) practices (preferred)
Microsoft Copilot

Location

Globally distributed

Work Type

Flexible work arrangements
On-call rotation

Experience Level

Senior

Education Level

Bachelor's degree in Cybersecurity, Computer Science, Computer or Software Engineering, Information Systems, or a related field, or equivalent practical experience.
Advanced degree (such as a Master's or PhD) in Cybersecurity, Computer Science, Computer or Software Engineering, Information Systems, or a related field, or demonstrated advanced specialization (preferred).

About the Company

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.

Equal Opportunity

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.