Описание

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.

Responsibilities

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.
Diagnose and resolve complex issues across the Microsoft Defender suite, including Microsoft Defender for Endpoint, Microsoft Sentinel, Microsoft Defender for Cloud, and Microsoft Defender for Office.
Collaborate closely with Software Engineers, Product Managers, Solution Architects, and Support Engineers to deliver durable, high-quality resolutions.
Maintain solid hands-on technical depth and continuously expand expertise in Microsoft Security and Compliance technologies.
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.
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 effective practices across teams to reduce recurrence and operational friction.
Partner across Engineering, CSS, CSU, Account Teams, Product Management, and UX to ensure aligned customer outcomes.
Share knowledge, proven practices, and lessons learned to elevate technical capability across the organization.
Communicate complex technical concepts effectively to customers, partners, and tentured stakeholders.

Requirements

Bachelor's Degree in Engineering, 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.
2+ years of customer facing experience.
Ability to meet Microsoft, customer and/or government security screening requirements are required for this role.
This position will be required to pass the Microsoft background and Microsoft Cloud background check upon hire/transfer and every two years thereafter.

Nice to have

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.

We offer

Work site 3 days / week in-office.
Travel Less than 25%.

Hiring process

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