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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.

The CxE Security Care team 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 Customer Experience Engineer who is a customer-obsessed and AI-curious problem-solver who thrives in an inclusive, collaborative global team. Our team is focused on deflecting customer cases away from Support by responding to customer issues in both Communities channels and Social media in addition to other proactive customer-facing initiatives alongside other teams in Microsoft Security Division.

We deeply believe that having a variety of backgrounds, experiences, and abilities at every level of our team makes us better. We are keen on the culture of growth mindset, empowerment and Innovation in defining who we are, what we do and how we succeed in driving successful outcomes for our Customers and Microsoft - Come Join our team!

Responsibilities

Role Overview : In this role, you will take part in Security Issues Response Management (SIRM) by Proactively and Reactively responding to customers questions on support channels to deflect cases away from support. The Support Channels in scope right now are Social or Community Channels. You will also take part in projects and initiatives that improve the team’s efficiency, embrace learning and change management.

Key responsibilities include but not limited to:

• Engage directly with developers and customers (IT professionals, et.al) within Communities and Social Channels such as Microsoft Q&A, Stack Overflow, X & Reddit to provide timely and thorough assistance.

• Gain insights into how our customers and developers use Microsoft Security products and services to inform business and development teams effectively.

• Proactively identify and address customer needs, communicate trends to leadership, and propose innovative solutions.

• Collaborate with Engineering and other cross-functional teams to address specific user-related issues and bugs.

• Build prototype tools and models for analyzing customer issues data with the aim of enhancing operational efficiency.

• Serve as a tireless advocate for our customers, identifying areas for improvement and taking appropriate action.

• Develop quick-start and how-to guides to facilitate customer comprehension of intricate product scenarios in addition to ensuring consistent and high-quality support standards.

• Learning it all, Innovating and pushing the boundaries for what is possible today for the benefit of our customers and Microsoft.

Other

• Embody our culture and values

Qualifications

Required/Minimum Qualifications

• Bachelor’s Degree AND 4+ years’ experience in product/service/project/program management or software development

• OR equivalent experience.

Preferred Knowledge and Experiences

• Demonstrated technology acumen and product knowledge within Microsoft Entra ID, Microsoft Intune P1 and Intune Suite.

• Technical curiosity, acumen and aptitude to quickly understand product capabilities, technology, technical issues, and customer/partner needs.

• Experience in developing and deploying solutions on Azure platform.

• Self-driven and the ability to work autonomously and ability to prioritize allocated work.

• Proven track record of collaborating with technical communities through social media engagement and blogging.

• Proficiency in Azure Machine Learning services, complemented by direct expertise in Azure AI services.

• Exceptional interpersonal and communication skills, with a dedication to delivering outstanding customer experiences.

Other Qualifications

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 Cloud Background Check upon hire/transfer and every two years thereafter.

#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) .