Customer Experience Engineer II

Microsoft • Redmond, WA

1d

About The Position

Do you want to help customers secure their environment and maximize the value of Microsoft cloud services? Are you eager to interact with clients and protect their data? Join us in one of Microsoft's fastest-growing businesses where our mission is to make the world a safe place. We are the Product Health & Escalation team, within the Security Customer Experience Engineering organization at Microsoft. We are here to deliver exceptional customer experience by leveraging our team’s diverse strengths and unwavering commitment to empathy, integrity, and continuous improvement. We advocate and evangelize for our customers within Microsoft, ensuring their product needs are met through proactive escalation management and effective collaboration within engineering and partner teams. By being there when our customers need us the most, and boldly doing the right thing, we retain trust. About the role As a Security Customer Experience Engineer II within the Product Health & Escalation team, you will be responsible for owning and resolving critical escalations raised by Microsoft’s top Security customers focused on Microsoft Entra. You will manage response to customer escalation requests via phone, email, or web, representing a 24x7x365 available Microsoft Security Engineering team through an on-call rotation. As a subject matter expert in Microsoft Entra, you will routinely engage with feature teams, account teams, solution architects, and senior leadership to manage deeply technical customer issues that result in overall product design improvement and accelerate customer adoption. You will have an opportunity to be at the forefront of emerging technologies, and as you learn and grow, you will have opportunities to contribute to the technical growth of your peers. In this role we are seeking individuals who put the customers first, demonstrate empathy, possess strong communication skills, have a growth mindset, and can maintain deep technical expertise in Microsoft Entra. Successful candidates will join one of the most customer-connected engineering teams at Microsoft. This is a technical role in a fast-paced team within Security Engineering that involves direct interaction with a varied set of stakeholders within Microsoft. The ideal candidate has experience supporting complex customer environments in a technical, customer-facing capacity. You can coordinate across teams to drive progress, keep stakeholders aligned, and provide clear status and recommendations. You use data to inform decisions, work well in ambiguity, and continuously grow your technical depth.

Requirements

• Bachelor's Degree Engineering, Computer Science, Information Technology (IT), Data Analytics/Science, Artificial Intelligence (AI), or related field AND 2+ years' experience in technology industry, cloud, technical support, and/or customer experience engineering OR equivalent experience.
• Experience with Identity and Access Management and Zero Trust principles, preferably using Microsoft Entra or similar identity platforms.
• 5+ years’ experience in a deep technical role in IT, Technical Support, Consulting, Program Management, or similar roles, with hands-on experience in Identity and Access Management and Zero Trust principles using Microsoft Entra (or similar identity platforms), including: Conditional Access; authentication methods and MFA; SSO and federation (SAML/OIDC/OAuth); and sign-in issues.
• 2+ years’ experience directly engaging and managing customer relationships in consultative or account management-oriented roles.

Nice To Haves

• Hands-on experience with Microsoft Security and Microsoft Entra in enterprise environments, including Conditional Access; authentication methods and MFA; SSO and federation (SAML/OIDC/OAuth); and sign-in issues.
• Microsoft Entra platform depth across multiple areas such as Global Secure Access; app registrations and enterprise applications (service principals, consent, permissions); hybrid identity (Microsoft Entra Connect and/or Microsoft Entra Cloud Sync); Microsoft Entra registered and Microsoft Entra joined devices; Privileged Identity Management (PIM); Microsoft Entra External ID; managed identities and federated identity credentials; and integrations with Microsoft Intune.
• 4+ years of experience directly engaging and managing customer relationships in consultative or account management-oriented roles, including communicating effectively with senior stakeholders.
• Exceptional written and verbal communication skills, with the ability to tailor messaging to diverse audiences.
• Proven ability to collaborate across teams and overcome obstacles to resolve issues beyond organizational boundaries.
• Demonstrated passion for data-driven decision making to help diagnose, resolve, and improve service offerings.
• Interest in adopting and learning new AI tools to enhance efficiency and customer outcomes.

Responsibilities

• Directly engage and respond to technical escalations from Microsoft’s Mission Critical Security Customers as part of a 24x7x365 global Microsoft Entra engineering team.
• Deeply engage with Solution Architects, Product Managers, and Support Engineers to understand customer architecture, break/fix issues, and business operations as you help resolve critical escalations in a rapid manner.
• Share insights and recommendations with customers, support, and account teams as well as help contribute to customer-facing documentation to ensure self-remediation to known product issues.
• Collaborate with software engineers to diagnose and resolve complex product problems.
• Maintain technical depth in Microsoft Entra as you actively investigate and resolve customer issues pertaining to identity, authentication, authorization, and hybrid identity.
• Utilize your knowledge and expertise to mentor others and support the technical development of an international team.
• Communicate with stakeholders 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 new feature testing to ensure customer success.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 5,001-10,000 employees