Senior Security Customer Experience Engineer

Job ID: 200053131Posted: 2026-09-08Location: Costa Rica, San José, San JoséEmployment type: Full-TimeWork site: 0 days / week in-office – remoteRole type: Individual ContributorTravel: Less than 25%Profession: Program ManagementDiscipline: Customer Experience EngineeringCompany: MicrosoftOverviewThe Mission Critical Services for Microsoft Security Cloud (MCSfMSC) organization supports Microsoft Security's mission to help organizations protect their people, data, and operations in an increasingly complex threat landscape. The team works closely with strategic and high-impact customers to improve service reliability, accelerate issue resolution, and drive successful adoption of Microsoft Security solutions. As a Senior Security Customer Experience Engineer, you will serve as a trusted technical advisor and customer advocate for a portfolio of strategic enterprise customers. You will leverage customer insights, operational telemetry, and engineering collaboration to proactively identify risks, improve customer health, and resolve complex technical challenges. In this role, you will partner across support, engineering, product, and account teams to drive customer outcomes, influence product improvements, and strengthen service excellence. Success in this role requires strong technical problem-solving capabilities, the ability to manage complex customer situations, and a passion for transforming customer feedback into actionable improvements that scale across Microsoft Security products. ResponsibilitiesCustomer Solution Lifecycle Management Serve as the primary technical lead and customer advocate for assigned strategic customers. Manage complex technical escalations, coordinate incident response activities, and drive resolution across engineering, support, and product teams. Conduct root cause analysis and translate customer issues into service improvement opportunities. Proactively perform health reviews and analyze operational signals to identify risks, improve customer readiness, and optimize service adoption. Guide customers in understanding platform capabilities, product changes, service updates, and deployment considerations. Relationship & Experience Management Act as the Voice of the Customer (VOC) by gathering and synthesizing customer feedback, usage patterns, and operational insights. Partner with product groups, engineering teams, and customer-facing organizations to improve customer experience and influence product direction. Build trusted relationships with customer stakeholders and internal partners to drive alignment and successful outcomes. Communicate technical issues, risks, and recommendations clearly to both technical and business audiences. Facilitate discussions and stakeholder engagement during customer escalations, service reviews, and improvement initiatives. Technical Leadership & Continuous Improvement Collaborate with support and engineering teams to prioritize, investigate, and resolve systemic product and service challenges. Analyze customer telemetry, trends, incidents, and product signals to identify recurring issues and opportunities for improvement. Contribute to the development of readiness content, technical guidance, troubleshooting resources, and operational best practices. Share knowledge, mentor peers, and support the continuous growth of engineering capability across the team. Drive operational excellence through automation, process improvements, and scalable customer success practices. QualificationsRequired/minimum qualifications Bachelor's Degree in Cybersecurity, Computer Science, Information Technology (IT), Data Analytics/Science, Artificial Intelligence (AI), or related field AND 4+ years experience in technology industry, cloud, technical support, and/or customer experience engineering OR equivalent experience. Professional proficiency in written and spoken English and Spanish, with the ability to communicate complex technical concepts, customer issues, and business impacts effectively to customers, engineering teams, and executive stakeholders. Additional or preferred qualifications Master's Degree in Engineering, or related field AND 6+ years experience in technology industry, cloud, technical support, and/or customer experience engineering OR Bachelor's Degree in Engineering, Computer Science, Information Technology (IT), Data Analytics/Science, Artificial Intelligence (AI), or related field AND 8+ years experience in technology industry, cloud, technical support, and/or customer experience engineering OR equivalent experience. 2+ years of customer facing experience in a service delivery, account management, or consulting role. One or more relevant security, cloud, AI, or service management certifications or comparable industry credentials. Examples include: Microsoft Security: SC-100 (Cybersecurity Architect Expert), SC-200 (Security Operations Analyst), SC-300 (Identity & Access Administrator), SC-401 (Information Security Administrator), SC-500 (Cloud and AI Security Engineer Associate), MD-102 (Endpoint Administrator Associate) Microsoft AI: AI-900 (Azure AI Fundamentals), AB-900 (Copilot & Agent Administration Fundamentals) Industry security certifications: ISC² CISSP, ISC² CCSP, ISACA CISM, GIAC GDSA, GIAC GSTRT, GIAC GCIH Service management: ITIL 4 Foundation, advanced ITIL certifications, or comparable ITSM credentials. This position will be open for a minimum of 5 days, with applications accepted on an ongoing basis until the position is filled.Microsoft 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.