Senior Customer Experience Engineer

Location: Atlanta, GA, Charlotte, NC, Reston, VA | Type: Full-time | Posted: 8/19/2026

About the role

The Senior Security Customer Experience Engineer role at Microsoft focuses on providing technical advocacy and crisis leadership for major enterprise customers in the security domain. This position requires a deep understanding of customer security architectures and operational environments, acting as a trusted advisor to enhance customer outcomes. The role emphasizes collaboration across teams to drive improvements in service delivery and customer health.

Requirements

• Bachelor's Degree in Engineering, Computer Science, Information Technology, Data Analytics/Science, Artificial Intelligence, or related field AND 4+ years experience in technology industry, cloud, technical support, and/or customer experience engineering.
• 7+ years of experience in a customer-facing technical security role, including leadership of high-severity product or service incidents.
• Ability to diagnose and scope complex technical issues across enterprise security environments.
• Deep working knowledge of at least two Microsoft Security solutions.
• Professional proficiency in written and spoken English.

Responsibilities

• Serve as the Customer Lead Engineer for assigned strategic customers, acting as the primary engineering advocate.
• Directly engage and swiftly respond to technical escalations from mission-critical security customers.
• Lead the coordinated response to high-severity product and service incidents as Incident Manager.
• Represent the voice of the customer within Microsoft Security Engineering to influence product roadmaps.
• Own and drive customer Service Improvement Plans and health reviews.

Benefits

Employees at Microsoft are often offered comprehensive, “world-class” benefits—including:

• Health and mental-wellness programs.
• Competitive pay with bonuses and stock awards.
• Retirement/savings options.
• Generous vacation and holidays, parental and caregiver leave, and flexible work schedules.
• Learning support, employee resource groups, product discounts, and matching-gifts/volunteering programs.

Specific benefits can vary by region.

Pay

$119,800 - $261,000 per year