Join our Mission Critical Services for Microsoft Security Cloud (MCSfMSC) team, dedicated to maximizing the reliability and business value of enterprise Microsoft security investments. We provide expert technical guidance and coordinated support across the Microsoft security portfolio, acting as a vital escalation partner during critical incidents. Our mission is to empower customers by strengthening their security posture, preparing them for operational risks, accelerating adoption, and ensuring swift recovery from urgent issues.

As a Customer Lead Engineer, you will blend deep cloud security expertise with exceptional customer leadership. You'll translate complex technical challenges into clear business impacts, orchestrate Microsoft teams to resolve issues, and maintain confidence with senior stakeholders throughout proactive and critical situations. We seek individuals who are accountable, composed under pressure, and proactive in identifying and mitigating risks, driving durable solutions and advocating effectively for both customers and Microsoft.

Serve as the primary engineering advocate and technical lead for assigned strategic customers within the MCSfMSC engagement. Deeply understand each customer's security architecture, business objectives, and operational environment, representing the engagement effectively to CISO-level stakeholders.

Swiftly respond to and manage technical escalations from mission-critical security customers as part of a global, follow-the-sun engineering team. Lead coordinated responses to high-severity product and service incidents, acting as Incident Manager and driving mitigation, engineering engagement, and executive communications.

Act as a strong customer advocate within Microsoft Security Engineering, influencing product roadmaps and support strategies with customer insights. Collaborate with customers, account teams, product managers, and engineers to troubleshoot complex issues and align stakeholders on shared priorities. Drive proactive engagements, including Service Improvement Plans and health reviews, analyzing telemetry and trends to identify systemic risks and recommend enhancements for resilience and security posture.

Continuously improve MCSfMSC service delivery by identifying systemic issues and leveraging insights from customer engagements. Develop and scale best practices, tools, readiness materials, and lessons learned to enhance product quality, supportability, and customer experience. Mentor peers and share technical expertise to elevate the team's engineering capabilities.

A Bachelor's degree in Cybersecurity, Computer Science, Computer or Software Engineering, Information Systems, or a related field, or equivalent practical experience is required.

We are looking for a minimum of 7 years of experience in a customer-facing technical security role, with proven leadership in managing high-severity incidents, crisis situations, or complex technical escalations.

Demonstrate deep working knowledge of at least two Microsoft Security solutions (e.g., Purview, Defender, Entra, Intune, Sentinel) to advise on capabilities, architecture, and operations. The ability to diagnose and scope complex technical issues across enterprise security environments, including log analysis and telemetry interpretation, is essential.

Professional proficiency in written and spoken English is necessary to effectively communicate complex technical issues and their business impact to diverse audiences, including customers, engineers, product teams, and executive stakeholders. Must be able to pass Microsoft background checks and participate in a shared, scheduled 24x7x365 on-call rotation.