Customer Experience Engineer II

<b>Overview</b><br><p><span>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.<br><br>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.</span></p><br><br><b>Responsibilities</b><br><div><div><ul><li><span>Own escalated customer support cases</span><span> </span></li></ul></div><div><ul style="list-style-type: disc;"><li><p><span>Take ownership of complex support cases escalated from frontline support to Microsoft Security Engineering and see them through to resolution as part of a 24x7x365 global team. This role is part of a team wide on call rotation.</span><span> </span></p></li></ul></div><div><ul style="list-style-type: disc;"><li><p><span>Work directly with customers by phone, email and Teams to understand their environment, reproduce the issue and confirm the fix.</span><span> </span></p></li></ul></div><div><ul style="list-style-type: disc;"><li><p><span>Give clear, honest updates to customers and stakeholders, setting expectations and keeping their trust while the work is underway.</span><span> </span></p></li></ul></div><div><p><span>Troubleshoot hard break/fix problems</span><span> </span></p></div><div><ul style="list-style-type: disc;"><li><p><span>Diagnose and resolve complex product issues across the Microsoft Defender portfolio, including Microsoft Defender for Endpoint, Microsoft Defender for Office 365, Microsoft Defender for Cloud and Microsoft Sentinel.</span><span> </span></p></li></ul></div><div><ul style="list-style-type: disc;"><li><p><span>Analyze logs, traces, telemetry and customer configurations to isolate the root cause.</span><span> </span></p></li></ul></div><div><ul style="list-style-type: disc;"><li><p><span>Work with software engineers, product managers and support engineers to confirm bugs and deliver fixes that last.</span><span> </span></p></li></ul></div><div><p><span>Pioneer AI in support</span><span> </span></p></div><div><ul style="list-style-type: disc;"><li><p><span>Use and shape AI tools that speed up troubleshooting, including AI-assisted log analysis, case summaries, suggested next steps and knowledge retrieval.</span><span> </span></p></li></ul></div><div><ul style="list-style-type: disc;"><li><p><span>Find repetitive troubleshooting work that AI agents and automation could handle, then help design, test and roll out those solutions.</span><span> </span></p></li></ul></div><div><ul style="list-style-type: disc;"><li><p><span>Turn what you learn from resolved cases into knowledge that both people and AI tools can use, so the next customer gets an answer faster.</span><span> </span></p></li></ul></div><div><ul style="list-style-type: disc;"><li><p><span>Help measure how AI affects resolution time, quality and customer experience, and share what works across the organization.</span><span> </span></p></li></ul></div><div><p><span>Turn customer pain into product improvements</span><span> </span></p></div></div><div><div><ul style="list-style-type: disc;"><li><p><span>Spot trends across support cases and turn them into clear, evidence-based feedback for Engineering and Product teams.</span><span> </span></p></li></ul></div><div><ul style="list-style-type: disc;"><li><p><span>Improve product diagnostics, error messages, documentation and self-help guidance so customers can fix common issues themselves.</span><span> </span></p></li></ul></div><div><ul style="list-style-type: disc;"><li><p><span>Take part in feature readiness reviews, validation testing and design discussions, bringing the support point of view.</span><span> </span></p></li></ul></div><div><p><span>Work across teams and share what you know</span><span> </span></p></div><div><ul style="list-style-type: disc;"><li><p><span>Partner with Engineering, Customer Support (CSS), Customer Success (CSU), account teams, Product Management and UX to get customers the right outcome.</span><span> </span></p></li></ul></div><div><ul style="list-style-type: disc;"><li><p><span>Share troubleshooting techniques, lessons learned and best practices to raise technical skills across the team.</span><span> </span></p></li></ul></div><div><ul style="list-style-type: disc;"><li><p><span>Explain complex technical issues clearly to customers, partners and senior stakeholders.</span></p></li></ul></div></div><br><br><b>Qualifications</b><br><p> </p><div><div><p><span>Required</span><span> </span></p></div><div><ul style="list-style-type: disc;"><li><p><span>Required Level YYY in ZZZ technology including the ability to collect logs and complete technical troubleshooting and root cause analysis of support cases.</span><span> </span></p></li></ul></div><div><ul style="list-style-type: disc;"><li><p><span>Experience working directly with customer in either an Enterprise B2B and/or Security product setting</span><span> </span></p></li></ul></div><div><ul style="list-style-type: disc;"><li><p><span>Bachelor's Degree in Engineering, Computer Science, Information Technology (IT), Data Analytics/Science, Artificial Intelligence (AI), or related field AND experience in technology industry, cloud, technical support, and/or customer experience engineering OR equivalent experience.</span><span> </span></p></li></ul></div><div><p><span>Other requirements</span><span> </span></p></div><div><p><span>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.</span><span> </span></p></div><div><p><span>Preferred</span><span> </span></p></div><div><ul style="list-style-type: disc;"><li><p><span>Bachelor's Degree in Engineering, Computer Science, Information Technology (IT), Data Analytics/Science, Artificial Intelligence (AI), or related field AND experience in technology industry, cloud, technical support, and/or customer experience engineering OR equivalent experience.</span><span> </span></p></li></ul></div><div><ul style="list-style-type: disc;"><li><p><span>Hands-on experience troubleshooting enterprise software: deployment, configuration, connectivity and performance across Windows, Linux or macOS endpoints and cloud services.</span><span> </span></p></li></ul></div><div><ul style="list-style-type: disc;"><li><p><span>Experience with Microsoft Defender, Microsoft Sentinel, Microsoft Entra or Intune.</span><span> </span></p></li></ul></div><div><ul style="list-style-type: disc;"><li><p><span>Comfort analyzing logs and data with tools such as KQL, PowerShell or Python.</span><span> </span></p></li></ul></div><div><ul style="list-style-type: disc;"><li><p><span>Experience using or building AI-assisted tools, automation or agents to improve troubleshooting or support work.</span><span> </span></p></li></ul></div></div><div><div><ul style="list-style-type: disc;"><li><p><span>A structured, curious approach to problem solving and calm, clear communication when the pressure is on.</span><span> </span></p></li></ul></div></div><p><strong> #MSFTSecurity</strong></p><p> </p> <br><p>This position will be open for a minimum of 5 days, with applications accepted on an ongoing basis until the position is filled.</p><br><hr><br><p>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"><b><u>requesting accommodations.</u></b></a></p>