Security Customer Experience Engineer II

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 the resolution of mission-critical escalations for Microsoft Defender customers within a 24x7x365 environment.
• Engage directly with customers through phone, email, and web channels, providing clear, structured, and confident communication throughout high-severity incidents.
• Act as a trusted technical advisor during complex, sensitive, and high-pressure situations, helping to restore and maintain customer confidence through transparency, accountability, and structured problem-solving.
• Diagnose and resolve complex technical 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 hands-on technical depth while continuously developing knowledge across Microsoft Security and Compliance technologies.
• Translate customer escalations and recurring 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 help prevent future customer impact.
• Represent real customer experiences to influence improvements in product design and supportability.
• Apply structured and 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.
• Use modern tooling, including AI-based investigation and summarization capabilities, to improve service quality and operational efficiency.
• Share and scale effective practices across teams to help reduce recurring issues and operational friction.
• Partner across Engineering, CSS, CSU, Account Teams, Product Management, and UX to support aligned customer outcomes.
• Share knowledge, effective practices, and lessons learned to strengthen technical capability across the organization.
• Communicate complex technical concepts clearly and effectively to customers, partners, and key stakeholders.

Requirements

• 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.
• 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.
• Ability to meet Microsoft, customer and/or government security screening requirements are required for this role.