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Customer Experience Engineer II

Microsoft· Customer Experience Engineering
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Bangalore, Indiafull-timePosted 2w ago

About the role

Security-focused customer escalation engineer within Microsoft Security ( Defender portfolio ), owning end-to-end high-impact escalations, driving product reliability improvements, and transforming reactive processes into proactive, intelligence-led execution across teams.

Responsibilities

  • Own and drive resolution of mission-critical escalations for Microsoft Defender customers in a 24x7x365 environment.
  • Engage with customers via phone, email, and web channels, providing clear updates during high-severity incidents.
  • Act as a trusted technical advisor during complex, sensitive, high-pressure situations.
  • Restore and maintain customer confidence through transparency, accountability, and structured problem-solving.
  • Diagnose and resolve complex issues across the Microsoft Defender suite (Defender for Endpoint, Defender for Sentinel, Defender for Cloud, Defender for Office).
  • Collaborate with Software Engineers, Product Managers, Solution Architects, and Support Engineers to deliver durable resolutions.
  • Maintain hands-on technical depth and expand expertise in Microsoft Security and Compliance technologies.
  • Translate customer escalations and issue patterns into actionable insights for Engineering and Product teams.
  • Contribute to improvements in product reliability, diagnostics, documentation, and self-remediation guidance.
  • Participate in feature readiness reviews, validation testing, and design discussions to prevent future customer impact.
  • Influence product design and supportability by representing real customer experiences.
  • Apply structured, repeatable escalation management to improve consistency and time-to-mitigation.
  • Identify recurring pain points and propose proactive improvements, automation, and AI-assisted practices.
  • Leverage AI-based investigation and summarization capabilities to enhance service quality.
  • Scale best practices across teams to reduce recurrence and friction.
  • Partner with Engineering, CSS, CSU, Account Teams, Product Management, and UX to ensure aligned customer outcomes.
  • Share knowledge, best practices, and lessons learned to elevate technical capability across the organization.
  • Communicate complex technical concepts effectively to customers, partners, and senior stakeholders.

Qualifications

  • Bachelor's Degree in Engineering, Computer Science, Information Technology, Data Analytics/Science, Artificial Intelligence, or related field
  • 2+ years experience in technology industry, cloud, technical support, and/or customer experience engineering OR equivalent experience
  • Ability to meet Microsoft, customer and/or government security screening requirements (Microsoft Cloud Background Check)

Skills

Required:Customer escalation managementTechnical investigation and troubleshooting
Nice to have:Product feedback and advocacy
Last updated Oct 9, 2026. Interested? Apply on the company site.

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