Customer Experience Engineer II
Microsoft · Posted Oct 5
Software, cloud computing, artificial intelligence, and hardware services
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About the role
The Security Customer Experience Engineer is a highly customer-connected engineering role within Microsoft Security, focused on the Microsoft Defender portfolio and the Customer Value Creation team. The team owns end-to-end resolution of mission-critical customer escalations while driving proactive, intelligence-led improvements to product reliability, diagnostics, and supportability. This role works directly with customers and with Engineering, Product, and Support partners to diagnose complex issues across Microsoft Defender for Endpoint, Microsoft Sentinel, Microsoft Defender for Cloud, and Microsoft Defender for Office.
What you will do
- 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
- 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.
- 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 best 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, best practices, and lessons learned to elevate technical capability across the organization.
- Communicate complex technical concepts effectively to customers, partners, and senior stakeholders.
Skills used in this role
What the employer is looking for
- 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.
- 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.
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.
Benefits and support
- Compensation and benefits are detailed in the job posting
About Microsoft
Microsoft Corporation is a multinational technology company that develops, licenses, and supports a wide range of software products, services, and hardware devices. Best known for its Windows operating systems, Microsoft 365 productivity suite, and Xbox gaming consoles, the company has expanded heavily into enterprise cloud computing via Azure and advanced artificial intelligence solutions. As one of the world's most valuable public enterprises, it empowers individuals and businesses globally through innovative digital transformation.
- Industry
- Software
- Company size
- 228,000+ employees
- Founded
- April 4, 1975
- Location
- Redmond, Washington, USA
- Funding stage
- Public Company
Leadership
Chairman and Chief Executive Officer
Chief Financial Officer
Vice Chair and President
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