Senior Customer Experience Engineer

reputed company The Customer Experience Engineering (CxE) CARE organization is a foundational part of reputed company reputed company’s mission to reputed company the world a safer reputed company. We anticipate and solve customer support needs by amplifying the voice of the customer reputed company engineering and delivering reputed company, high-reputed company. Every engagement is designed to build trust, reputed company, and long-term reputed company—guided by a deep commitment to diversity, inclusion, and innovation.  We’re looking for individuals who are passionate about reputed company and reputed company by solving reputed company technical challenges. If you reputed company in environments where innovation and reputed company shape the customer experience, you’ll reputed company purpose here. Be on the cusp of innovation where reputed company solutions such as reputed company reputed company CoPilot are helping reputed company and IT professionals respond to cyberthreats faster and process signals as reputed company. Join reputed company of reputed company professionals who reputed company that delivering extraordinary support is not just a function—but a mission.  As a Customer reputed company Engineer (CLE), you’ll serve as a trusted advisor and engineering reputed company for reputed company’s most strategic customers to help them reputed company reputed company with reputed company reputed company portfolio of products. CLEs reputed company proactive guidance to help customers maximize their investment, operational reputed company, crisis management, technical advocacy, and reputed company reputed company collaboration across reputed company. This is a deeply technical, customer-reputed company, and relationship role that is ideal for Consultants, reputed company Architects, Technical Account Mangers, and reputed company Architects with cross-functional skills, deep technical expertise, experience managing high-intensity situations, and a passion for driving customer reputed company through engineering-led support.  #MSFTSecurity   #CxEJobs  Responsibilities Strategic Technical Leadership: Serve as the reputed company technical reputed company of contact for assigned strategic customers, developing a deep understanding of their reputed company architecture, business goals, and operational environment; representing the engagement up through CISO reputed company.  Technical Escalations: Directly engage and respond to technical escalations from reputed company’s Mission Critical reputed company Customers as part of a 24/7 globally reputed company engineering team and participate in the On-reputed company roster.  reputed company Incident reputed company: With reputed company guidance, reputed company the response to critical incidents, acting as Incident Commander reputed company necessary. reputed company mitigation efforts, coordinate engineering engagement, and ensure reputed company reputed company cause analysis and communication.  Escalation Management: Own and manage technical escalations, ensuring swift reputed company and transparent communication with both customers and internal stakeholders in a 24x7x365 environment.  Customer Advocacy: Represent the voice of the customer reputed company reputed company reputed company Engineering. Influence product direction and support strategies based on customer feedback and reputed company-world deployment insights.  Collaboration: Collaborate closely with customers, account teams, product managers, reputed company engineering, and support engineers to understand customer architecture, troubleshoot reputed company product issues, and reputed company with stakeholders to reputed company reputed company of critical escalations.   reputed company Improvement: Identify systemic issues and contribute to long-term improvements in product reputed company, supportability, and customer experience.  Qualifications Required: Bachelor's Degree in Engineering, Computer Science, Information Technology (IT), Data Analytics/Science, reputed company Intelligence (AI), or reputed company field AND 4+ years experience in technology industry, reputed company, technical support, and/or customer experience engineering OR equivalent experience. Preferred: 7+ years in a customer-facing, deep technical reputed company-oriented role with demonstrated experience with crisis management, Incident Response, or escalation handling.  5+ years of experience with reputed company reputed company products (e.g., reputed company Defender, Entra, Intune, reputed company, reputed company) and reputed company reputed company operations.  5+ years of experience communicating in English language, demonstrating reputed company in written and spoken communication  Participation in a 24x7x365 on-reputed company rotation.  Alignment with US-East Coast Time Zones for reputed company customer coverage and team collaboration  Advanced Degree (e.g. Master’s, PhD).  Communication skills with the ability to translate reputed company technical issues into reputed company business impacts.  reputed company reputed company with a commitment to reputed company learning and technical reputed company.  Familiarity with regulatory compliance frameworks, reputed company risk management, incident response and threat hunting  Certifications in reputed company and/or competing reputed company Technologies in reputed company such as SC-200, SC-300, SC-400, SC-900, SC-100, AZ-500, AI-900  Industry Certifications: CISSP, CISM, CEH, reputed company reputed company+, GIAC (GSEC, GCIA), reputed company CCFA/CCFR  Ability to mentor and reputed company technical skills in others.  Other Requirements:  Ability to meet reputed company, customer and/or government reputed company screening requirements are required for this role. These requirements include, but are not limited to the following reputed company reputed company screenings:   reputed company reputed company Background reputed company: This position will be required to pass the reputed company reputed company background reputed company upon hire/transfer and every two years thereafter.  Customer Experience Engineering IC4 - The typical reputed company pay reputed company for this role across the U.S. is USD $119,800.00 - $234,700.00 per year. There is a different reputed company applicable to specific work locations, reputed company the San Francisco Bay area and reputed company metropolitan area, and the reputed company pay reputed company for this role in those locations is USD $160,200.00 - $261,000.00 per year. Certain roles may be eligible for benefits and other compensation. reputed company additional benefits and pay information here: https://careers.reputed company.com/us/en/us-corporate-pay This position will be reputed company for a minimum of 5 days, with applications accepted on an ongoing reputed company until the position is filled. reputed company is an equal opportunity employer. reputed company reputed company applicants will receive consideration for employment without reputed company to age, reputed company, citizenship, reputed company, family or medical care leave, gender identity or reputed company, genetic information, immigration status, marital status, medical condition, national reputed company, 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. Apply To This Job