Customer Experience Engineer II

Overview

The Security Customer Experience Engineer is a highly customer-connected engineering role within Microsoft Security, focused on the Microsoft Defender 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. The position extends well beyond traditional escalation management.

It actively contributes to transforming our team within Customer Value Creation 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.

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.

Key Responsibilities 1. Customer Escalation Ownership

• Own and drive resolution of mission-critical escalations for Microsoft Defender customers in a 24x7x365 environment.
• Engage directly with customers via phone, email, and web channels, providing clear, structured, and confident updates during high-severity incidents.
• Act as a trusted technical advisor during complex, sensitive, and high-pressure situations.
• Restore and maintain customer confidence through transparency, accountability, and structured problem-solving. 2. Deep Technical Problem Solving
• Diagnose and resolve complex issues across the Microsoft Defender suite, including:
• Microsoft Defender for Endpoint
• Microsoft Sentinel
• Microsoft Defender for Cloud
• Microsoft Defender for Office
• Collaborate closely with Software Engineers, Product Managers, Solution Architects, and Support Engineers to deliver durable, high-quality resolutions.
• Maintain strong hands-on technical depth and continuously expand expertise in Microsoft Security and Compliance technologies. 3. Product Feedback & Continuous Improvement
• Translate customer escalations and issue patterns into actionable insights for Engineering and Product teams.
• Contribute to improvements in product reliability, diagnostics, documentation, and self-remediation guidance.
• Participate in feature readiness reviews, validation testing, and design discussions to prevent future customer impact.
• Influence product design and supportability by representing real customer experiences. 4. Operational Excellence & Proactive Practices
• Apply structured, repeatable approaches to escalation management to improve consistency and time-to-mitigation.
• Identify recurring product or customer pain points and propose proactive improvements, automation strategies, and AI-assisted practices.
• Leverage modern tooling, including AI-based investigation and summarization capabilities, to enhance service quality and operational efficiency.
• Help scale best practices across teams to reduce recurrence and operational friction. 5. Collaboration & Team Enablement
• Partner across Engineering, CSS, CSU, Account Teams, Product Management, and UX to ensure aligned customer outcomes.
• Share knowledge, best practices, and lessons learned to elevate technical capability across the organization.
• Communicate complex technical concepts effectively to customers, partners, and senior stakeholders.

Qualifications

Required: Required/minimum qualifications - Bachelor's Degree Engineering, Computer Science, Information Technology (IT), Data Analytics/Science, Artificial Intelligence (AI), or related field AND 2+ years experience in technology industry, cloud, technical support, and/or customer experience engineering OR equivalent experience.

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 background and Microsoft Cloud background check upon hire/transfer and every two years thereafter.

Additional information

Additional or preferred qualifications - Bachelor's Degree in Engineering, Computer Science, Information Technology (IT), Data Analytics/Science, Artificial Intelligence (AI), or related field AND 5+ years experience in technology industry, cloud, technical support, and/or customer experience engineering OR equivalent experience. 1+ year(s) of customer facing experience.

#MSFTSecurity

This position will be open for a minimum of 5 days, with applications accepted on an ongoing basis until the position is filled.