Security Customer Experience Engineer II

About this role

Product and Service Excellence Leverage engineering tools, customer telemetry, and direct customer feedback to identify product defects, usage issues, misconfigurations, and emerging signals. Resolve highly complex, mission critical technical issues in a 24x7x365 operational environment. Independently track and manage customer incidents, engaging customers and partners to understand issues, provide status updates, and communicate progress and next steps

Investigate and troubleshoot issues using advanced diagnostics with minimal guidance. Gather and synthesize customer and partner feedback to identify feature gaps, knowledge gaps, configuration issues, and key performance indicators (KPIs). Design, implement, or contribute to new features, tools, and automation to improve product quality and customer outcomes

Share best practices and technical guidance through multiple forums to help customers and partners remain current. Identify opportunities to improve troubleshooting content and drive automation of complex solutions. Proactively pursue professional development opportunities across product areas and business processes (e.g., mentoring, shadowing, training) to strengthen technical depth and impact

Conduct proactive health checks to ensure customer environments are optimized and deployment ready. Guide customers through new releases, updates, and platform changes with minimal oversight. Perform feature reviews on new deployments to identify gaps and recommend improvements

Act as a trusted technical liaison between engineering teams and customer stakeholders throughout the solution lifecycle. Engage customers to understand business requirements, operational constraints, and availability needs, translating them into actionable deployment guidance. Coordinate and escalate customer issues to appropriate internal teams to drive timely resolution

Communicate clearly and consistently with stakeholders on issue status, risks, and resolution progress. Handle escalations

Apply for this role on Microsoft’s official careers site.