The Security Customer Experience Engineer is a highly customer-connected engineering role within Microsoft Security, focused on the Microsoft Purview portfolio. This role carries end-to-end ownership of high-impact, mission-critical customer escalations, ensuring not only timely resolution but also sustained customer confidence during complex and sensitive situations. Beyond resolving incidents, the engineer plays a strategic role in strengthening product reliability and supportability by working closely with Engineering and Product teams, translating real-world customer challenges into actionable improvements that enhance overall service quality and trust.
The position extends well beyond traditional escalation management. It actively contributes to transforming CXE Care from a reactive, case-driven function into a proactive, intelligence-led execution model. By identifying patterns, driving structured feedback loops, and enabling preventative improvements, the engineer helps improve customer outcomes, accelerate engineering responsiveness, and elevate operational efficiency across the organization. Success in this role requires deep technical expertise across security and compliance technologies, strong customer empathy, executive-level communication skills, and the ability to navigate ambiguity and high-pressure environments with clarity, composure, and accountability.
Responsibilities
1. Customer Escalation Ownership
- Own and drive resolution of mission-critical escalations for Microsoft Purview customers in a 24x7x365 environment.
- Engage directly with customers via phone, email, and web channels, providing clear, structured, and confident updates during high-severity incidents.
- Act as a trusted technical advisor during complex, sensitive, and high-pressure situations.
- Restore and maintain customer confidence through transparency, accountability, and structured problem-solving.
2. Deep Technical Problem Solving
- Diagnose and resolve complex issues across the Microsoft Purview suite, including:
- Information Protection
- Data Loss Prevention (DLP)
- eDiscovery
- Data Lifecycle Management
- Governance and Compliance
- Collaborate closely with Software Engineers, Product Managers, Solution Architects, and Support Engineers to deliver durable, high-quality resolutions.
- Maintain strong hands-on technical depth and continuously expand expertise in Microsoft Security and Compliance technologies.
3. Product Feedback & Continuous Improvement
- Translate customer escalations and issue patterns into actionable insights for Engineering and Product teams.
- Contribute to improvements in product reliability, diagnostics, documentation, and self-remediation guidance.
- Participate in feature readiness reviews, validation testing, and design discussions to prevent future customer impact.
- Influence product design and supportability by representing real customer experiences.
4. Operational Excellence & Proactive Practices
- Apply structured, repeatable approaches to escalation management to improve consistency and time-to-mitigation.
- Identify recurring product or customer pain points and propose proactive improvements, automation strategies, and AI-assisted practices.
- Leverage modern tooling, including AI-based investigation and summarization capabilities, to enhance service quality and operational efficiency.
- Help scale best practices across teams to reduce recurrence and operational friction.
5. Collaboration & Team Enablement
- Partner across Engineering, CSS, CSU, Account Teams, Product Management, and UX to ensure aligned customer outcomes.
- Share knowledge, best practices, and lessons learned to elevate technical capability across the organization.
- Communicate complex technical concepts effectively to customers, partners, and senior stakeholders.
- Success in This Role
Success is demonstrated by:
- Predictable and timely resolution of high-priority Purview escalations.
- Reduced recurrence of customer-impacting issues through strong engineering collaboration and feedback loops.
- High levels of customer trust and satisfaction during critical incidents.
- Visible impact on product quality, supportability, and operational rigor across CXE Care.
Qualifications
Required Qualifications
- Bachelor’s degree in engineering, Computer Science, or equivalent practical experience.
- 5+ years of experience in technical roles such as Support Engineering, Consulting, or Program Management.
- Strong experience with Microsoft Security and Compliance technologies, including Microsoft Purview.
- 3+ years of experience engaging customers in high-impact, consultative technical roles.
- Excellent written and verbal communication skills, with the ability to explain complex technical concepts clearly.
Preferred Qualifications
- Experience collaborating directly with Product Engineering teams to improve product quality and supportability.
- Passion for data-driven problem solving and continuous service improvement.
- Experience using AI, automation, and modern tooling to improve investigation workflows and operational efficiency.
- Demonstrated ability to mentor peers and positively influence technical practices.
Microsoft Culture & Inclusion
The ability to meet Microsoft, customer and/or government security screening requirements is mandatory for this role. These requirements may include specialised security screenings.
Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment irrespective of age, ancestry, colour, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances. If you need assistance or reasonable accommodation due to a disability during the application or recruitment process, please submit a request via the Accommodation request form.
Benefits and perks listed may vary depending on your employment terms with Microsoft and your country of work.
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.
