About this role

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, solid 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. 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. Responsibilities 1. Customer Escalation OwnershipOwn 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.2. Deep Technical Problem SolvingDiagnose 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.3. Product Feedback & Continuous ImprovementTranslate 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.4. Operational Excellence & Proactive PracticesApply 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.5. Collaboration & Team EnablementPartner 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. Qualifications Required QualificationsBachelor'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. Additional QualificationsBachelor'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. 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. 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. 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. <hr> Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, citizenship, color, family or medical care leave, gender identity or expression, genetic information, immigration status, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran or military status, race, ethnicity, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable local laws, regulations and ordinances. If you need assistance with religious accommodations and/or a reasonable accommodation due to a disability during the application process, read more about <a href="https://careers.microsoft.com/v2/global/en/accessibility.html">requesting accommodations.</a>