Customer Experience Engineer II

Microsoft · India · Remote · Refreshed 9 days ago

About this role

Overview The Security Customer Experience Engineer 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. Beyond resolving incidents, the engineer plays a strategic role in strengthening product reliability and supportability by working closely with Engineering and Product teams, translating real-world customer challenges into actionable improvements that enhance overall service quality and trust. The position extends well beyond traditional escalation management. It actively contributes to transforming our team within Customer Value Creation from a reactive, case-driven function into a proactive, intelligence-led execution model. By identifying patterns, driving structured feedback loops, and enabling preventative improvements, the engineer helps improve customer outcomes, accelerate engineering responsiveness, and elevate operational efficiency across the organization. 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. Microsoft’s mission is to empower every person and every organiz

Listings may come from company or aggregator sources. Confirm current availability and requirements on the original application page.