The Security Customer Experience Engineer II role is part of the Product Health & Escalation team at Microsoft, focusing on enhancing customer experiences with Microsoft Entra. This position involves managing critical escalations from top security customers and requires strong technical expertise and customer engagement skills. The role emphasizes collaboration with various stakeholders to resolve complex issues and improve product design. Candidates should demonstrate empathy, communication skills, and a commitment to continuous learning in a fast-paced environment.

• Bachelor's Degree in Engineering, Computer Science, Information Technology, Data Analytics/Science, Artificial Intelligence, or a related field.
• 2+ years of experience in the technology industry, cloud, technical support, or customer experience engineering.
• Experience with Identity and Access Management and Zero Trust principles, preferably using Microsoft Entra or similar identity platforms.
• 5+ years of experience in a deep technical role in IT, Technical Support, Consulting, or Program Management.
• 2+ years of experience directly engaging and managing customer relationships in consultative or account management-oriented roles.

• Directly engage and respond to technical escalations from Microsoft’s Mission Critical Security Customers.
• Deeply engage with Solution Architects, Product Managers, and Support Engineers to resolve critical escalations.
• Share insights and recommendations with customers and contribute to customer-facing documentation.
• Collaborate with software engineers to diagnose and resolve complex product problems.
• Maintain technical depth in Microsoft Entra while investigating and resolving customer issues.

• Employees at Microsoft are often offered comprehensive, “world-class” benefits—including health and mental-wellness programs, competitive pay with bonuses and stock awards, and retirement/savings options. Time-off and flexibility are common, with generous vacation and holidays, parental and caregiver leave, and flexible work schedules, alongside learning support, employee resource groups, product discounts, and matching-gifts/volunteering programs. Specific benefits can vary by region.