The Customer Lead Engineer (CLE) role is a key position within the Customer Experience Engineering (CxE) CARE organization at Microsoft Security. This team focuses on enhancing customer success by providing technical guidance and support for Microsoft's security products. CLEs act as trusted advisors to strategic customers, helping them navigate complex technical challenges and ensuring operational excellence. The role requires a blend of deep technical expertise and strong customer relationship skills to drive positive outcomes.

• Bachelor's Degree in Engineering, Computer Science, Information Technology, Data Analytics/Science, Artificial Intelligence, or related field AND 4+ years experience in technology industry, cloud, technical support, and/or customer experience engineering OR equivalent experience.
• 7+ years in a customer-facing, deep technical security-oriented role with demonstrated experience with crisis management, Incident Response, or escalation handling.
• 5+ years of experience with Microsoft Security products and enterprise security operations.
• 5+ years of experience communicating in English language, demonstrating fluency in written and spoken communication.
• Participation in a 24x7x365 on-call rotation.
• Alignment with US-East Coast Time Zones for optimal customer coverage and team collaboration.
• Advanced Degree (e.g. Master’s, PhD).
• Communication skills with the ability to translate complex technical issues into clear business impacts.
• Growth mindset with a commitment to continuous learning and technical excellence.
• Familiarity with regulatory compliance frameworks, enterprise risk management, incident response and threat hunting.
• Certifications in Microsoft and/or competing Cloud Technologies in Security.
• Industry Certifications such as CISSP, CISM, CEH, CompTIA Security+, GIAC.
• Ability to mentor and develop technical skills in others.

• Serve as the primary technical point of contact for assigned strategic customers, developing a deep understanding of their security architecture, business goals, and operational environment.
• Directly engage and respond to technical escalations from Microsoft’s Mission Critical Security Customers as part of a 24/7 globally distributed engineering team.
• Lead the response to critical incidents, acting as Incident Commander when necessary.
• Own and manage technical escalations, ensuring swift resolution and transparent communication with both customers and internal stakeholders.
• Represent the voice of the customer within Microsoft Security Engineering.
• Collaborate closely with customers, account teams, product managers, core engineering, and support engineers to troubleshoot complex product issues.
• Identify systemic issues and contribute to long-term improvements in product quality, supportability, and customer experience.

• 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.