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Senior Customer Experience Engineer - Security

日本マイクロソフト株式会社

テック　記載なし　企業サイト　掲載 9/5

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勤務地
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雇用形態
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働き方
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年間休日
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要約求人票をもとにAIがまとめたものです

Serve as the Customer Lead Engineer for assigned strategic customers, acting as the primary engineering advocate and technical lead for the MCSfMSC engagement. Lead responses to high-severity incidents and escalations, drive customer service improvement plans and health reviews, and use engagement insights to improve mission-critical services.

応募資格

必須

  • Bachelor's degree in Cybersecurity, Computer Science, Computer or Software Engineering, Information Systems, or a related field, or equivalent practical experience.
  • 7+ years of experience in a customer-facing technical security role, including leadership of high-severity product or service incidents, crisis situations, or complex technical escalations.
  • Ability to diagnose and scope complex technical issues across enterprise security environments, including interpreting logs and telemetry, assessing product behavior, and reasoning across identity, endpoint, network, and cloud architecture to validate customer impact and engage the right engineering teams.
  • Professional proficiency in written and spoken English sufficient to translate complex technical issues into clear business impacts and communicate effectively with customers, engineers, product teams, and executive stakeholders.
  • Business fluency in both Japanese and English is required.
  • Advanced degree (such as a Master's or PhD) in Cybersecurity, Computer Science, Computer or Software Engineering, Information Systems, or a related field, or demonstrated advanced specialization through substantial technical leadership, applied research, or recognized professional expertise.
  • Proven ability to develop service improvement plans, conduct customer health reviews, analyze operational signals, or create technical readiness content.
  • Applied knowledge of regulatory compliance and enterprise risk management frameworks, combined with IT Service Management (ITSM) practices based on ITIL or comparable industry standards, including major incident management, problem management, change enablement, and continual improvement.
  • One or more relevant security, cloud, AI, or service management certifications or comparable industry credentials.
  • Examples include: 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.
  • Ability to participate in a shared, scheduled 24x7x365 on-call rotation, including occasional work outside standard business hours and on weekends.

募集要項最終確認 9/25

職種
カスタマーエンジニア
雇用形態
記載なし
給与
記載なし
勤務地
記載なし
働き方
記載なし
経験年数
7年以上
学歴
大学卒業以上
掲載日
2026/09/05 12:31（24日前）
最終確認
2026/09/25 20:58（4日前）

仕事内容

Strategic Technical Leadership

Serve as the Customer Lead Engineer (CLE) for assigned strategic customers, acting as the primary engineering advocate and technical lead for the MCSfMSC engagement.

Develop a deep understanding of each customer's security architecture, business goals, and operational environment, and represent the engagement with stakeholders up to and including the CISO level.

Accelerated Incident Resolution

With minimal guidance, lead the coordinated response to high-severity product and service incidents and major escalations, serving as Incident Manager both for your assigned customers and through participation in a rotational incident management function.

Drive mitigation, engineering engagement, stakeholder alignment, executive communications, and timely root-cause analysis while maintaining clear accountability boundaries with product engineering and support teams.

Proactive Engagement

Own and drive customer Service Improvement Plans, health reviews, and outcome-based improvement tracking.

Analyze customer telemetry, product-health signals, support trends, and escalation patterns to identify systemic risks and recommend improvements to resilience, security posture, operational readiness, and product supportability.

Continuous Improvement

Identify systemic issues and use insights from customer engagements to improve how MCSfMSC delivers mission-critical services.

Develop and scale better practices, tools, technical readiness materials, playbooks, and lessons learned that strengthen product quality, supportability, customer experience, business operations, and future incident response.

Mentor peers and share technical expertise to raise engineering capability across the team.

この求人は日本マイクロソフト株式会社の採用ページの掲載内容をもとに構成しています。応募条件の最新情報は募集元をご確認ください。

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