Security Customer Experience Engineer

The company Security organizations 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 company 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 our company Entra, our company Intune, our company Defender, and our company Purview are always on the front lines with customers, taking accountability for the end-to-end our company 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 customers 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.