Security Customer Experience Engineer

Overview

The Microsoft Security organization’s mission of making the world a safer place has never been more important. As threats become more frequent and sophisticated, we drive improvements into our security products that keep our customers, apps and their devices safe. The Microsoft Security Customer Experience Engineering (CxE) Team anticipates, amplifies, and systemically solves customer needs, to make the world a safer place for all. It does this by ensuring our product teams, such as Microsoft Entra, Microsoft Intune, Microsoft Defender, and Microsoft Purview are always on the front lines with customers, taking accountability for the end-to-end Microsoft Security customer experience, and that customers have what they need to be successful leveraging our Security suite of products.

The CxE Security Care team has a dedicated Operations & Enablement team with a charter to drive operational excellence to scale our business and ensure a positive, predictable customer experience. We have an exciting opportunity for a technical product manager to drive a program that works with support and multiple product engineering teams to deliver consistent and reliable support experience for our customers.

We deeply believe that having a variety of backgrounds, experiences, and abilities at every level of our team makes us better. We strive to be respectful and inclusive of all perspectives, constantly learn from each other and from our own mistakes, and collaborate closely within and across teams to create a better future for our employees as well as our customers. Come join us!

Responsibilities

• Utilizes engineering tools, customer telemetry and/or direct customer input to identify and flag the defects/signals in the product or product misuse, or an issue with the customer.

• Build and Integrate AI Agentic power to improve and accelerate customer’s experience

• Tracks customer incidents and with minimal oversight, engages with customers and partners to understand the issue, inform them about the active cases, and communicate progress and next steps to customers.

• With minimal guidance, contributes to or investigates and troubleshoots the issues using diagnostics.

• Gathers feedback from the customers and partners to learn ways in which customers and partners use the service and identify feature and knowledge gaps, misconfigurations, metrics, and key performance indicators (KPIs) in the current product.

Qualifications

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
3+ year(s) of customer facing experience
Cloud Architectures and technologies
Project Management

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
Build and Integrate AI Agentic power to improve and accelerate customer’s experience
Data Analysis
System administration (Windows, Linux, xOS)
Networking and Web technologies knowledge
Quality Assurance
Stakeholder Management
Technical Communication

Other Requirements
Ability to meet Microsoft, customer and/or government security screening requirements are required for this role. These requirements include, but are not limited to the following specialized security screenings: Microsoft Cloud Background Check:

This position will be required to pass the Microsoft background and Microsoft Cloud background check upon hire/transfer and every two years thereafter.

#MSFTSECURITY

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.