Role Overview
The Customer Experience Engineer II is a highly customer-connected engineering role within Microsoft Security, focused on the Microsoft Defender portfolio. This role carries end-to-end ownership of high-impact, mission-critical customer escalations, ensuring not only timely resolution but also sustained customer confidence during complex and sensitive situations.
What You Will Do
Own escalated customer support cases, troubleshoot hard break/fix problems, pioneer AI in support, turn customer pain into product improvements, and work across teams to get customers the right outcome.
Why It Might Be a Fit
Success in this role requires deep technical expertise across security and compliance technologies, strong customer empathy, executive-level communication skills, and the ability to navigate ambiguity and high-pressure environments with clarity, composure, and accountability.
Requirements
- Required Level YYY in ZZZ technology including the ability to collect logs and complete technical troubleshooting and root cause analysis of support cases.
- Experience working directly with customer in either an Enterprise B2B and/or Security product setting
- Bachelor’s Degree in Engineering, Computer Science, Information Technology (IT), Data Analytics/Science, Artificial Intelligence (AI), or related field AND experience in technology industry, cloud, technical support, and/or customer experience engineering OR equivalent experience.
To apply for this job please visit apply.careers.microsoft.com.
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