Join Microsoft Security as a Customer Experience Engineer, deeply connected with customers and owning critical escalations within the Microsoft Defender portfolio. This role ensures timely resolution of complex issues, fostering customer confidence and driving product improvements. You will transition our team from reactive to proactive, intelligence-led operations by identifying patterns, implementing feedback loops, and enabling preventative measures. Success demands deep technical expertise in security, strong customer empathy, executive-level communication, and composure under pressure.

Microsoft's mission is to empower global achievement. We foster a growth mindset, innovate to empower others, and collaborate to achieve shared goals, guided by our values of respect, integrity, and accountability to create an inclusive culture.

Take ownership of mission-critical escalations for Microsoft Defender customers in a 24x7x365 environment, providing clear, confident updates via phone, email, and web. Act as a trusted technical advisor during high-severity incidents, restoring and maintaining customer confidence through transparency and structured problem-solving. Diagnose and resolve intricate issues across the Microsoft Defender suite, collaborating with Engineering, Product Managers, and Support Engineers. Translate customer challenges into actionable insights for product reliability and documentation improvements, influencing future designs by representing real customer experiences. Apply structured approaches to escalation management, identifying recurring pain points, and proposing proactive improvements, automation, and AI-assisted practices. Partner across internal teams to ensure aligned customer outcomes, sharing knowledge and best practices to enhance organizational technical capabilities.

Required qualifications include a Bachelor's Degree in Engineering, Computer Science, IT, Data Analytics/Science, AI, or a related field, coupled with at least 2 years of experience in the technology industry, cloud, technical support, or customer experience engineering.

Preferred qualifications include a Bachelor's Degree in a similar field and 5+ years of experience in the technology industry, cloud, technical support, or customer experience engineering, along with 1+ year of customer-facing experience.

Candidates must be eligible to meet Microsoft, customer, and/or government security screening requirements, including the Microsoft Cloud Background Check.