Security Customer Experience Engineer II
 Microsoft | |
 United States, Texas, Irving | |
| 7000 State Highway 161 (Show on map) | |
 Jul 24, 2025 | |
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OverviewThe 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.We are looking for a Security Customer Exeprerience Engineer II to join The CxE Security Care team which 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 a 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!
ResponsibilitiesUtilizes 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.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.With minimal guidance, implements new features/tools to improve products.Identifies content improvement or troubleshooting guides. Helps implement automation of complex solutions for the team.Identifies and leverages potential developmental opportunities across product areas and business processes (e.g., mentorships, shadowing, trainings) for professional growth and to develop and execute on technical intensity/skilling to resolve customer issues.Conducts health checks to ensure customer environment (e.g., product, service, feature) is optimized and configured for deployment. With minimal guidance, provides guidance to customers on understanding and implementing new versions, software updates, and releases of platforms within Microsoft.Conducts feature reviews on new deployment to identify gaps. With managerial support, provides guidance to customers on designing configurations and deploying solutions on Microsoft platforms.With minimal guidance, serves as a connecting point between the engineering team and customers representatives throughout the solution lifecycle.With minimal guidance, engages with customers to understand their business and availability needs to then help develop guidance to meet deployment needs.Communicates progress and keeps stakeholders aligned with respect to escalations.Escalates issues to seniors or managers within the team, if more assistance is needed.Provides details to the product and business groups on customer product experience and usage.With minimal supervision, acts as a voice of customers (VOCs) to inform product and business groups on customer product experience and usage.With minimal guidance, partners with other teams (e.g., program managers, software engineers, product, customer service support [CSS] teams) to review and unblock, and resolve customer incidents/issues.Collaborates with internal partner teams to supports delivery of solutions back to the customers.Informs stakeholders on customer progression including issues.With minimal guidance, works with the relevant product and business groups to resolve customer issues.Build and Integrate AI Agentic power to improve and accelerate customer's experience. | |