The 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! **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. + 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. **Qualifications** **Required/minimum qualifications** + Bachelor's Degree Engineering, Computer Science, Information Technology (IT), Data Analytics/Science, Artificial Intelligence (AI), or related field AND 2+ years experience in technology industry, cloud, technical support, and/or customer experience engineering + OR equivalent experience. + 2+ years of hands on experience with Microsoft Defender for Endpoint - Anti Virus (AV), Endpoint Protection Platform (EPP) skills, EDR/XDR environments or similar + 1+ years of project management experience **Other Requirements** _Ability to meet Microsoft, customer and/or government security screening requirements are required for this role. These requirements include, but are not limited to the following specialized security screenings: Microsoft Cloud Background Check:_ _This position will be required to pass the Microsoft background and Microsoft Cloud background check upon hire/transfer and every two years thereafter._ **Additional or preferred qualifications** + Bachelor's Degree in Engineering, Computer Science, Information Technology (IT), Data Analytics/Science, Artificial Intelligence (AI), or related field AND 5+ years experience in technology industry, cloud, technical support, and/or customer experience engineering + OR equivalent experience. + 1+ year(s) of customer facing experience. + Experience with deeo dive data analysis, Project Management, Quality Assurance, Stakeholder Management + Networking and Web technologies knowledge + Cloud Architectures and technologies + Experi3ence working in an agie team or environment + Build and Integrate AI Agentic power to improve and accelerate customer's experience + Experience with System administration (Windows) and windows internals knowledge (registry, services, file system) + Experience with endpoint configuration, hardening, and GPO + Familiarity with Windows Security Center and Security Baselines + Understanding of Defender AV components: Real-time protection, Cloud-delivered protection, Tamper Protection, Attack surface reduction (ASR), etc. + Experience configuring Defender AV policies via: Microsoft Intune,Group Policy,Microsoft Endpoint Manager (MEM) + Knowledge of Defender’s protection layers (Behavioral, Heuristics, Cloud-based ML) + Ability to use Microsoft 365 Defender portal for hunting and investigations + Familiarity with Windows Defender Antivirus command-line tools Customer Experience Engineering IC3 - The typical base pay range for this role across the U.S. is USD $100,600 - $199,000 per year. There is a different range applicable to specific work locations, within the San Francisco Bay area and New York City metropolitan area, and the base pay range for this role in those locations is USD $131,400 - $215,400 per year. Certain roles may be eligible for benefits and other compensation. Find additional benefits and pay information here: https://careers.microsoft.com/us/en/us-corporate-pay Microsoft will accept applications for the role until August 6, 2025. \#MSFTSECURITY Microsoft is an equal opportunity employer. Consistent with applicable law, all qualified applicants will receive consideration for employment without regard to age, ancestry, citizenship, color, family or medical care leave, gender identity or expression, genetic information, immigration status, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran or military status, race, ethnicity, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable local laws, regulations and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations (https://careers.microsoft.com/v2/global/en/accessibility.html) .