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 Qualifications

+ Bachelor's Degree in Sales, Marketing, Computer Science, Information Technology (IT), Data Science, Business Analytics, Business, Finance, Mathematics, Physical Sciences, Humanities, or related field AND 2+ years experience in consulting, change management, project management, customer engagement, sales/business engagement, relationship management, analytics, or customer feedback and intelligence program management OR equivalent experience.

Additional or

Preferred Qualifications

+ Bachelor's Degree AND 5+ years' experience in product/service/project/program management or software development OR equivalent experience.

** Knowledge, Skills, and Abilities*
* ** Technical Expertise*
* + Understands basic cloud architectures, email security concepts, and…