Security Customer Experience Engineer

Technology, Data & Digital · Software & Web Development · Software Engineering · Data Analysis

In short

The Security Customer Experience Engineer is a customer-focused role within Microsoft Security, managing critical escalations for the Microsoft Defender portfolio. This role involves deep technical problem-solving, translating customer feedback into product improvements, and driving operational excellence to enhance service quality and customer 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.
Diagnose and resolve complex issues across the Microsoft Defender suite.
Collaborate closely with Software Engineers, Product Managers, Solution Architects, and Support Engineers.
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.
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.
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.

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.
Ability to pass the Microsoft background and Microsoft Cloud background check upon hire/transfer and every two years thereafter.

Desired Qualifications

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.

Benefits

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

Skills

Microsoft Defender for EndpointMicrosoft SentinelMicrosoft Defender for CloudMicrosoft Defender for OfficeAI

#security#customer experience#escalation management#technical support#microsoft defender#cloud#engineering

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