Overview
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.
Responsibilities
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 e
