Customer Experience Engineering Role
The Customer Experience Engineering team plays a pivotal role in Microsoft Security's mission to create a safer world. We anticipate and resolve customer support needs by amplifying their voice within engineering, delivering scalable, high-impact solutions that foster trust, resilience, and long-term success.
This Senior Customer Experience Engineer will directly own and resolve critical escalations raised by Microsoft's top Security customers. They will manage responses to customer escalation requests via phone, email, or web, representing a 24x7x365 available Microsoft Security Engineering team.
As a subject matter expert, they will engage with feature teams, account teams, solution architects, and senior leadership to manage deeply technical customer issues that result in overall product design improvement and accelerate customer adoption.
In this role, we seek individuals who put customers first, demonstrate empathy, possess strong communication skills, have a growth mindset, and maintain deep technical expertise in Microsoft Security products.
Responsibilities:
* Maintain technical depth in designated Microsoft Security products while troubleshooting and resolving customer issues.
* Directly engage and respond to technical escalations from Microsoft's Security customers as part of a 24x7x365 globally dispersed engineering team.
* Engage with Customer Lead Engineers, Product Managers, and Support Engineers to understand customer architecture, break/fix issues, and business operations.
Required Skills and Qualifications:
* Bachelor's Degree in Engineering, Computer Science, Information Technology, Data Analytics/Science, Artificial Intelligence, or related field.
* 4+ years experience in technology industry, cloud, technical support, cybersecurity consulting, and/or customer experience engineering.
* 4+ years in a customer-facing, deep technical security-oriented role with demonstrated experience with crisis management, Incident Response, and escalation handling.
Benefits:
* Industry leading healthcare
* Educational resources
* Discounts on products and services
* Savings and investments
* Maternity and paternity leave
* Generous time away
* Giving programs
* Opportunities to network and connect