Security Customer Experience Engineer

About the role

The Security Customer Experience Engineer is a customer-focused technical role within Microsoft Security, supporting customers who use the Microsoft Defender portfolio and related security technologies. It connects customers, engineering teams and product groups, helping resolve complex technical issues and improve product reliability, supportability and customer experience. The role works with customers, support teams, software engineers, product managers and other stakeholders to investigate, troubleshoot and resolve mission-critical incidents.

Key responsibilities

• Own and drive resolution of complex customer incidents and escalations, acting as a trusted technical point of contact with timely updates
• Conduct root cause analysis and help implement long-term solutions, coordinating with internal teams
• Troubleshoot issues across Microsoft Defender, Sentinel and related security solutions using telemetry, diagnostics and engineering tools
• Partner with Engineering, Product Management, Support and Solution Architects to deliver customer outcomes
• Gather customer feedback, share insights with Engineering and Product teams, and contribute to product reliability, diagnostics, documentation and supportability
• Identify automation opportunities and operational efficiencies, and share knowledge and reusable solutions with the wider organization
• Communicate complex technical concepts clearly to customers, partners and internal stakeholders

Required profile

• Bachelor's degree in Engineering, Computer Science, IT, Data Analytics/Science, AI or a related field, plus 2+ years of experience in the technology industry, cloud, technical support and/or customer experience engineering (or equivalent)
• Professional proficiency in English, able to explain complex technical concepts in writing and verbally
• Preferred: 5+ years of experience and 1+ year of customer-facing experience