Security Customer Experience Engineer

Microsoft · San José

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The Security Customer Experience Engineer is a customer-focused technical role within Microsoft Security that supports customers using the Microsoft Defender portfolio and related security technologies. This role serves as a critical connection point between customers, engineering teams, and product groups, driving the resolution of complex technical issues while helping improve product reliability, supportability, and overall customer experience.

The engineer partners closely with customers, support teams, software engineers, product managers, and other stakeholders to investigate, troubleshoot, and resolve mission-critical incidents. Through customer engagements, telemetry analysis, and technical diagnostics, the role identifies product defects, usage patterns, configuration challenges, and opportunities for improvement. The engineer acts as a voice of the customer, translating customer feedback and operational insights into actionable recommendations that influence product quality, feature readiness, and service enhancements.

Success in this role requires strong technical expertise across Microsoft Security solutions, exceptional problem-solving abilities, customer advocacy, effective communication skills, and the ability to operate successfully in fast-paced and complex environments. The role also contributes to operational excellence by promoting proactive practices, automation opportunities, knowledge sharing, and continuous improvement initiatives that help enhance customer outcomes and organizational efficiency.

Customer Escalation Management

• Own and drive resolution of complex customer incidents and escalations.
• Serve as a trusted technical point of contact, providing timely updates and clear communication.
• Conduct root cause analysis and help implement long-term solutions.
• Coordinate with internal teams to ensure customer issues are resolved efficiently.

Technical Investigation & Resolution

• Troubleshoot complex issues across Microsoft Defender, Sentinel, and related Security solutions.
• Utilize telemetry, diagnostics, and engineering tools to identify and resolve technical problems.
• Partner with Engineering, Product Management, Support, and Solution Architects to deliver customer outcomes.
• Maintain and expand technical expertise across Microsoft Security technologies.

Customer Advocacy & Product Improvement

• Gather customer feedback and identify recurring product, configuration, or usage challenges.
• Act as a voice of the customer by sharing insights with Engineering and Product teams.
• Contribute to improvements in product reliability, diagnostics, documentation, and supportability.
• Support feature readiness and continuous improvement initiatives.

Operational Excellence

• Apply structured escalation management practices to improve service quality and resolution timelines.
• Identify opportunities for automation, proactive improvements, and operational efficiencies.
• Leverage AI-enabled and data-driven tools to enhance investigation and customer outcomes.
• Contribute knowledge, best practices, and reusable solutions to the broader organization.

Collaboration & Communication

• Partner across Engineering, Product, Support, Account Teams, and other stakeholders to resolve customer issues.
• Build strong relationships that support effective collaboration and issue resolution.
• Communicate complex technical concepts clearly to customers, partners, and internal stakeholders.
• Share technical knowledge and lessons learned to strengthen team capability.

Required/minimum qualifications

• 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.
• Professional proficiency in English, with the ability to communicate complex technical concepts effectively in both written and verbal formats.

Additional or 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.

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

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 requesting accommodations.

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