Security Customer Experience Engineer II

Overview

The mission of the Microsoft Security organization-to make the world a safer place-has never been more critical. As cyber threats continue to grow in scale and sophistication, Microsoft Security continuously evolves its products to protect customers, applications, and devices globally.

The Microsoft Security Customer Experience Engineering (CxE) team plays a pivotal role in this mission by anticipating customer needs, amplifying customer feedback, and systematically resolving complex challenges. The team partners closely with product groups such as Microsoft Entra, Microsoft Intune, Microsoft Defender, and Microsoft Purview, ensuring they remain deeply connected to real-world customer scenarios. CxE takes end-to-end accountability for the Microsoft Security customer experience, enabling customers to successfully deploy, operate, and derive value from Microsoft's security solutions.

Responsibilities

Key Responsibilities

Product and Service Excellence

* Leverage engineering tools, customer telemetry, and direct customer feedback to identify product defects, usage issues, misconfigurations, and emerging signals.

* Resolve highly complex, mission critical technical issues in a 24x7x365 operational environment.

* Independently track and manage customer incidents, engaging customers and partners to understand issues, provide status updates, and communicate progress and next steps.

* Investigate and troubleshoot issues using advanced diagnostics with minimal guidance.

* Gather and synthesize customer and partner feedback to identify feature gaps, knowledge gaps, configuration issues, and key performance indicators (KPIs).

* Design, implement, or contribute to new features, tools, and automation to improve product quality and customer outcomes.

* Share best practices and technical guidance through multiple forums to help customers and partners remain current.

* Identify opportunities to improve troubleshooting content and drive automation of complex solutions.

* Proactively pursue professional development opportunities across product areas and business processes (e.g., mentoring, shadowing, training) to strengthen technical depth and impact.

* Conduct proactive health checks to ensure customer environments are optimized and deployment ready.

* Guide customers through new releases, updates, and platform changes with minimal oversight.

* Perform feature reviews on new deployments to identify gaps and recommend improvements.

* With managerial support, advise customers on architecture, configuration, and deployment of Microsoft security platforms.

Relationship and Experience Management

* Act as a trusted technical liaison between engineering teams and customer stakeholders throughout the solution lifecycle.

* Engage customers to understand business requirements, operational constraints, and availability needs, translating them into actionable deployment guidance.

* Coordinate and escalate customer issues to appropriate internal teams to drive timely resolution.

* Communicate clearly and consistently with stakeholders on issue status, risks, and resolution progress.

* Handle escalations from support and field teams with limited supervision.

* Escalate complex scenarios to senior engineers or leadership when additional expertise is required.

* Conduct root cause analysis and follow up with customers to ensure issues are fully addressed.

* Collaborate with product and business groups to understand real-world product usage and customer scenarios.

* Identify product limitations and gaps impacting customer experience and adoption.

* Represent the Voice of the Customer (VoC) by providing actionable insights to product and business teams.

* Partner cross functionally with program managers, software engineers, product teams, and Customer Service & Support (CSS) to unblock and resolve customer issues.

* Collaborate with internal teams to deliver solutions and improvements back to customers.

* Proactively build partnerships with internal technical teams to enhance troubleshooting resources.

* Leverage and integrate AI driven and agentic solutions to improve and accelerate the customer experience.

Qualifications

Required/Minimum…