This role pays more than
56%
of similar roles. Most pay
$147,268–$217,725
— the shaded band above.
At the midpoint, this role pays about
$177k
versus about
$182k
for comparable roles.
Based on 240 similar postings.
Employer
About Microsoft
Microsoft Corporation is a global technology leader producing software, hardware, and cloud services including Windows, Office 365, Azure cloud platform, Xbox gaming, and Surface devices. Industry: Software & Cloud Computing
Microsoft currently has
598 open roles
on FindRole.
Listed pay typically runs
$119,800–$234,700
across 586 roles with salary data.
Senior Customer Experience Engineer
The Senior Customer Experience Engineer joins the Mission Critical Services for Microsoft Security Cloud team as a trusted advisor and engineering advocate for large global enterprise and regulated-industry customers. This role involves managing high-severity product incidents, providing technical escalation management, and leading coordinated responses to critical service issues. You will serve as the primary engineering lead for assigned portfolios, translating complex technical issues into business impacts while influencing product roadmaps based on customer insights. Day-to-day responsibilities include developing service improvement plans, analyzing telemetry and support trends, and creating technical readiness materials. The role requires expertise in Microsoft Security solutions like Purview, Defender, Entra, Intune, or Sentinel. Candidates must possess skills in incident management, cloud architecture, and risk management frameworks while utilizing tools such as Microsoft Copilot to enhance operational efficiency and resolve complex security challenges.
Act as the primary engineering advocate and technical lead for a portfolio of large enterprise customers.
Manage high-severity product incidents by leading coordinated responses, stakeholder alignment, and root-cause analysis.
Respond to and resolve technical escalations from mission-critical customers within a global follow-the-sun team.
Represent the voice of the customer to influence product roadmaps and engineering priorities.
Develop and manage customer Service Improvement Plans based on telemetry and support trends.
Identify systemic issues to create playbooks, tools, and training materials that improve internal operations.
Mentor peers and share technical expertise to enhance team capabilities across the organization.
What we're looking for
Bachelor's degree in Engineering, Computer Science, IT, Data Analytics, AI, or a related field (or equivalent experience).
4+ years of experience in the technology industry, cloud, technical support, and/or customer experience engineering.
Ability to participate in a shared, scheduled 24x7x365 on-call rotation.
Ability to pass the Microsoft Cloud Background Check.
Bachelor's degree in Cybersecurity, Computer Science, or Software Engineering (preferred).
7+ years of experience in a customer-facing technical security role involving high-severity incident leadership (preferred).
Proficiency in diagnosing complex issues across enterprise security environments and knowledge of at least two Microsoft Security solutions (preferred).
Professional proficiency in written and spoken English to communicate with customers and executive stakeholders (preferred).
Advanced degree, relevant certifications (e.g., CISSP, ITIL), or experience with generative AI tools (preferred).
Windows 365
Azure Virtual Desktop
Microsoft 365
Intune
Microsoft Endpoint Manager
Configuration Manager
Azure Active Directory
Azure
Remote Desktop Services
Networking
Compute
Data Analysis
Microsoft Sentinel
Microsoft Defender
Microsoft Entra
Microsoft Purview
Security Copilot
Azure
Microsoft 365 E5/G5
AI Security
Zero Trust
Identity and Access Management
Data Security
Endpoint Security
Cloud Security
CMMC
NIST SP 800-171
FedRAMP
GCC High
CISSP
CCSP
CISM
Microsoft Sentinel
Microsoft Defender for Cloud
Defender for Endpoint
Defender for Office
Defender for Identity
Entra ID
Purview Data Security
SIEM
XDR
Cloud Security
Data Loss Prevention (DLP)
Information Rights Management (IRM)
Azure
Cybersecurity
Security Architecture