{"id":4064024,"url":"https://alion.io/job/microsoft-customer-experience-engineer-7","title":"Customer Experience Engineer","company":{"id":18,"name":"Microsoft","domain":"microsoft.com","url":"https://alion.io/company/microsoft","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Eightfold","truth_index":{"grade":"A","score":85,"open_postings":487,"ghost_share":0.006,"stale_share":0.563,"repost_share":0.047,"time_to_fill_p50_days":29,"computed_at":"2026-11-11T05:49:22Z"}},"role":"Industrial Engineering","role_family":"Industrial Engineering","seniority":"senior","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Australia"],"countries":["AU"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":5,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"DLP","optional":false}],"status":"live","first_seen_at":"2026-11-09T19:47:57Z","employer_posted_date":"2026-11-11","last_verified_at":"2026-11-11T10:13:18Z","board_verified":true,"closed_at":null,"days_open":1,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":1},"description":"OverviewThe Security Customer Experience Engineer is a highly customer-connected engineering role within Microsoft Security, focused on the Microsoft Purview portfolio. This role carries end-to-end ownership of high-impact, mission-critical customer escalations, ensuring not only timely resolution but also sustained customer confidence during complex and sensitive situations. Beyond resolving incidents, the engineer plays a strategic role in strengthening product reliability and supportability by working closely with Engineering and Product teams, translating real-world customer challenges into actionable improvements that enhance overall service quality and trust.\nThe position extends well beyond traditional escalation management. It actively contributes to transforming CXE Care from a reactive, case-driven function into a proactive, intelligence-led execution model. By identifying patterns, driving structured feedback loops, and enabling preventative improvements, the engineer helps improve customer outcomes, accelerate engineering responsiveness, and elevate operational efficiency across the organization. Success in this role requires deep technical expertise across security and compliance technologies, strong customer empathy, executive-level communication skills, and the ability to navigate ambiguity and high-pressure environments with clarity, composure, and accountability.\nResponsibilities\n1. Customer Escalation Ownership\nOwn and drive resolution of mission-critical escalations for Microsoft Purview customers in a 24x7x365 environment.\nEngage directly with customers via phone, email, and web channels, providing clear, structured, and confident updates during high-severity incidents.\nAct as a trusted technical advisor during complex, sensitive, and high-pressure situations.\nRestore and maintain customer confidence through transparency, accountability, and structured problem-solving.\n2. Deep Technical Problem Solving\nDiagnose and resolve complex issues across the Microsoft Purview suite, including:\nInformation Protection\nData Loss Prevention (DLP)\neDiscovery\nData Lifecycle Management\nGovernance and Compliance\nCollaborate closely with Software Engineers, Product Managers, Solution Architects, and Support Engineers to deliver durable, high-quality resolutions.\nMaintain strong hands-on technical depth and continuously expand expertise in Microsoft Security and Compliance technologies.\n3. Product Feedback & Continuous Improvement\nTranslate customer escalations and issue patterns into actionable insights for Engineering and Product teams.\nContribute to improvements in product reliability, diagnostics, documentation, and self-remediation guidance.\nParticipate in feature readiness reviews, validation testing, and design discussions to prevent future customer impact.\nInfluence product design and supportability by representing real customer experiences.\n4. Operational Excellence & Proactive Practices\nApply structured, repeatable approaches to escalation management to improve consistency and time-to-mitigation.\nIdentify recurring product or customer pain points and propose proactive improvements, automation strategies, and AI-assisted practices.\nLeverage modern tooling, including AI-based investigation and summarization capabilities, to enhance service quality and operational efficiency.\nHelp scale best practices across teams to reduce recurrence and operational friction.\n5. Collaboration & Team Enablement\nPartner across Engineering, CSS, CSU, Account Teams, Product Management, and UX to ensure aligned customer outcomes.\nShare knowledge, best practices, and lessons learned to elevate technical capability across the organization.\nCommunicate complex technical concepts effectively to customers, partners, and senior stakeholders.\nSuccess in This Role\nSuccess is demonstrated by:\nPredictable and timely resolution of high-priority Purview escalations.\nReduced recurrence of customer-impacting issues through strong engineering collaboration and feedback loops.\nHigh levels of customer trust and satisfaction during critical incidents.\nVisible impact on product quality, supportability, and operational rigor across CXE Care.\nQualifications\nRequired Qualifications\nBachelor’s degree in engineering, Computer Science, or equivalent practical experience.\n5+ years of experience in technical roles such as Support Engineering, Consulting, or Program Management.\nStrong experience with Microsoft Security and Compliance technologies, including Microsoft Purview.\n3+ years of experience engaging customers in high-impact, consultative technical roles.\nExcellent written and verbal communication skills, with the ability to explain complex technical concepts clearly.\nPreferred Qualifications\nExperience collaborating directly with Product Engineering teams to improve product quality and supportability.\nPassion for data-driven problem solving and continuous service improvement.\nExperience using AI, automation, and modern tooling to improve investigation workflows and operational efficiency.\nDemonstrated ability to mentor peers and positively influence technical practices.\nMicrosoft Culture & Inclusion\nThe ability to meet Microsoft, customer and/or government security screening requirements is mandatory for this role. These requirements may include specialised security screenings.\nMicrosoft is an equal opportunity employer. All qualified applicants will receive consideration for employment irrespective of age, ancestry, colour, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances. If you need assistance or reasonable accommodation due to a disability during the application or recruitment process, please submit a request via the Accommodation request form.\nBenefits and perks listed may vary depending on your employment terms with Microsoft and your country of work.\nThis position will be open for a minimum of 5 days, with applications accepted on an ongoing basis until the position is filled.\nMicrosoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, citizenship, color, family or medical care leave, gender identity or expression, genetic information, immigration status, marital status, medical condition, national origin, 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.","description_format":"text","description_chars":7033,"description_truncated":false,"requirements":{"experience_years_min":5,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":true},"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Cloud Platforms (IaaS & PaaS)","Office & Productivity Software","Gaming Consoles","Developer Tools"],"lifecycle":[{"event":"open","at":"2026-11-11T10:13:18Z"}],"visa":[],"liveness":{"score":86,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.86,"p_room":1,"age_days":1,"expected_fill_days":29,"reasons":["conf:0","win:early","comp:brand"],"computed_at":"2026-11-11T11:10:55Z"},"pay":null,"html_url":"https://alion.io/job/microsoft-customer-experience-engineer-7","json_url":"https://alion.io/job/microsoft-customer-experience-engineer-7.json","meta":{"generated_at":"2026-11-11T11:10:55Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":19380,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-12T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.1,"usd":0.01,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":18},"rest":"https://alion.io/mcp/rest/get_company?id=18"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fmicrosoft-customer-experience-engineer-7"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":2,"usd":0.2},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fmicrosoft-customer-experience-engineer-7"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.1,"usd":0.01},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fmicrosoft-customer-experience-engineer-7"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/microsoft-customer-experience-engineer-7\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fmicrosoft-customer-experience-engineer-7"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":4064024}},{"tool":"search_jobs","arguments":{"company":"microsoft.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":4064024},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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