Security Customer Experience Engineer

About the role

The Security Customer Experience Engineer joins Microsoft’s Security Customer Value Creation team to provide mission‑critical support for Microsoft Intune and related security solutions. You will act as a trusted technical leader, guiding customers through high‑impact incidents while ensuring a seamless support experience.

Key responsibilities

• Lead technical resolution for Intune customers enrolled in Mission Critical Support services.
• Own complex issues across endpoint management, device compliance, application deployment, and Microsoft Entra ID.
• Coordinate with support, engineering, and product teams to drive timely issue resolution and clear communication.
• Conduct bug investigations, design change requests, and problem‑management initiatives.
• Provide advisory guidance, best‑practice recommendations, and proactive optimization advice to customers.
• Mentor support engineers and partner teams through knowledge sharing and technical leadership.
• Perform root‑cause analysis and translate findings into actionable product improvements.
• Leverage telemetry and diagnostics to identify trends, recurring issues, and automation opportunities.

Required profile

• Strong technical depth in Microsoft security and endpoint management solutions.
• Customer‑obsessed mindset with excellent communication skills.
• Ability to lead through ambiguity and high‑pressure situations.
• Experience influencing engineering outcomes and driving operational excellence.

Required skills

• Microsoft Intune
• Microsoft Entra ID
• Endpoint management
• Device compliance
• Application deployment
• Telemetry
• Diagnostics