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Job Details
Posted date: Aug 26, 2025
Category: Security Engineering
Location: Redmond, WA
Estimated salary: $188,900
Range: $119,800 - $258,000
Employment type: Full-Time
Work location type: Up to 50% work from home
Role: Individual Contributor
Description
The Cloud & AI organization accelerates Microsoft’s mission and bold ambitions to ensure that our company and industry is securing digital technology platforms, devices, and clouds in our customers’ heterogeneous environments, as well as ensuring the security of our own internal estate. Our culture is centered on embracing a growth mindset, a theme of inspiring excellence, and encouraging teams and leaders to bring their best each day. In doing so, we create life-changing innovations that impact billions of lives around the world. Microsoft is one of the largest enterprise service companies in the world.In doing so, we create life-changing innovations that impact billions of lives around the world. As Microsoft continues to evolve its secure infrastructure and elevate customer trust, the Secure Production Access (SPA) team is seeking a Security Operations Engineer– Customer Experience to lead the charge in delivering a world-class support experience for our customers. SPA is at the forefront of enabling secure access to production environments, ensuring that Microsoft services remain resilient, compliant, and secure. In this role, you will be the voice of the customer, owning customer experience end-to-end. This includes overseeing a team of support agents to deliver seamless, high-impact support services and driving product improvements to address common user pain points. You’ll work across engineering, operations, and customer support to ensure that every interaction with SPA tools and services is intuitive, efficient, and secure. Microsoft’s mission is to empower every person and every organization on the planet to achieve more. As employees we come together with a growth mindset, innovate to empower others, and collaborate to realize our shared goals. Each day we build on our values of respect, integrity, and accountability to create a culture of inclusion where everyone can thrive at work and beyond. In alignment with our Microsoft values, we are committed to cultivating an inclusive work environment for all employees to positively impact our culture every day.
Microsoft’s mission is to empower every person and every organization on the planet to achieve more. As employees we come together with a growth mindset, innovate to empower others, and collaborate to realize our shared goals. Each day we build on our values of respect, integrity, and accountability to create a culture of inclusion where everyone can thrive at work and beyond.
In alignment with our Microsoft values, we are committed to cultivating an inclusive work environment for all employees to positively impact our culture every day.
Voice of the Customer
Own the Support Experience for the secure device program, ensuring customer satisfaction and effective issue resolution across all support layersBuild customer feedback mechanisms and implement continuous improvement efforts to quickly address customer pain pointsDefine, communicate and measure key success metrics to monitor program successCreate high quality, customer-facing documentation for onboarding, program processes, and self-help solutions
Product Excellence
Develop a deep understanding of the product and its engineering infrastructure to enable seamless collaboration with product engineersAnalyze support ticket data to identify common support issues and drive fixes with product engineering to address root causesTranslate customer feedback into actionable features, and partner with engineering to deliver meaningful improvements to customer experience
Support Team Management
Lead a team of contractor support agents to provide front-line customer support servicesBuild troubleshooting guides and standard operating procedures for ticket resolutionTrack supplier performance against program success metrics, and address any gaps in serviceFoster an environment of learning to develop product and service experts within the team
Lead with Data
Implement telemetry and reporting pipelines across the program ecosystem to monitor program health, measure feature success, and inform roadmap planningEffectively communicate status to key stakeholders, and make data-driven decisions
Other
Embody our Culture and Values
Qualifications
Minimum Qualifications:Bachelor's Degree in Statistics, Mathematics, Computer Science or related field OR 5+ years of experience in software development lifecycle, large-scale computing, modeling, cyber security, anomaly detection, Security Operations Center (SOC) detection, threat analytics, security incident, and event management (SIEM), information technology (IT), and operations incident response.
Other Requirements:
Ability to meet Microsoft, customer and/or government security screening requirements are required for this role. These requirements include, but are not limited to the following specialized security screenings:
• Microsoft Cloud Background Check: This position will be required to pass the Microsoft Cloud background check upon hire/transfer and every two years thereafter.
Preferred Qualifications:
Masters Degree or Doctorate in Statistics, Mathematics, Computer Science or related field OR 7+ years of experience in software development lifecycle, large-scale computing, modeling, cyber security, and anomaly detection.CISSP CISA CISM SANS GCIA GCIH OSCP Security+2+ years experience taking a product, feature, or experience to market (e.g., design, addressing product market fit, and launch, internal tool/framework).4+ years experience improving product metrics for a product, feature, or experience in a market (e.g., growing customer base, expanding customer usage, avoiding customer churn).4+ years experience disrupting a market for a product, feature, or experience (e.g., competitive disruption, taking the place of an established competing product).5+ years of Technical Product Management or Security Operations experience3+ years of experience leading projects or contractor teams3+ years of experience leading support or customer focus initiatives3+ years of experience with data pipeline tooling such as PowerBI, SQL, Kusto or Azure Data Factory1+ years of Cybersecurity experience in hardware, software, cloud or similar domains1+ years of Software Engineering experience Understanding of the Azure ecosystem and engineering best practicesPrior experience in tackling complex problems in a self-driven, solution-oriented mannerProven ability to create world-class customer experiences
Security Operations Engineering IC4 - The typical base pay range for this role across the U.S. is USD $119,800 - $234,700 per year. There is a different range applicable to specific work locations, within the San Francisco Bay area and New York City metropolitan area, and the base pay range for this role in those locations is USD $158,400 - $258,000 per year.
Certain roles may be eligible for benefits and other compensation. Find additional benefits and pay information here:
https://careers.microsoft.com/us/en/us-corporate-pay
Microsoft will accept applications for the role until August 31, 2025.
Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, 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. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request via the Accommodation request form.
Benefits/perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work.
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