New 
Security Customer Engineer
 Microsoft | |
 United States, Texas, Irving | |
| 7000 State Highway 161 (Show on map) | |
 Aug 03, 2025 | |
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OverviewThe Customer Experience Engineering (CxE) CARE organization is a foundational part of 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 scalable, high-impact solutions. Every engagement is designed to build trust, resilience, and long-term success-guided by a deep commitment to diversity, inclusion, and innovation.We're looking for Security Customer Engineers who are passionate about customer success and energized by solving complex technical challenges. If you thrive in environments where innovation and empathy shape the customer experience, you'll find purpose here. Be on the cusp of innovation where generative AI solutions such as Microsoft Security CoPilot are helping security and IT professionals respond to cyberthreats faster and process signals as scale. Join a team of cloud professionals who believe that delivering extraordinary support is not just a function-but a mission.As a Security Customer Engineer, or Customer Lead Engineer (CLE), you'll serve as a trusted advisor and engineering advocate for Microsoft's most strategic customers up through CISO/Executive levels. You'll lead proactive guidance, rapid incident resolution, and seamless collaboration across Microsoft Security's product portfolio. This role is ideal for engineers with strong cross-functional skills, deep technical expertise, experience managing high-intensity situations, and a passion for driving customer outcomes through engineering-led support.The ideal candidate should have extensive experience in a technical role leading complex and highly visible customer engagements. Throughout their career, they must have managed situations where stakes were high, exhibited situational leadership, developed excellent negotiation skills, and refined their ability to communicate complex technical information effectively through verbal and written communication. They will have used data-driven decision-making, are comfortable with ambiguity, and demonstrated aptitude for quickly acquiring new skills.
ResponsibilitiesMaintain technical depth in your designated Microsoft Security product as you actively troubleshoot and resolve customer issues.Directly engage and respond to technical escalations from Microsoft's Security customers as part of a 24x7x365 globally dispersed engineering team.Deeply engage with Customer Lead Engineers, Product Managers, and Support Engineers to understand customer architecture, break/fix issues, and business operations as you help resolve critical escalations in a swift manner.Share insights and recommendations with customers, support, and account teams to ensure self-remediation to known product issues.Collaborate with software engineers on behalf of customer to diagnose, troubleshoot, and resolve complex product problems.Utilize your knowledge and expertise to mentor others and support the technical development of an international team.Communicate with customers to provide updates and gather additional information as needed.Provide insights and feedback to Engineering and Product Management teams to drive continuous improvement. Collaborate with engineering on customer issues and testing to ensure customers success. | |