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Security Customer Experience Engineer

Microsoft· Customer Experience Engineering
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Costa Rica, San JoséFull-timePosted 4d ago

About the role

Customer-focused technical role within Microsoft Security supporting customers using the Microsoft Defender portfolio and related security technologies. Acts as a bridge between customers, engineering teams, and product groups to investigate, troubleshoot, and resolve complex incidents while driving product reliability, supportability, and overall customer experience.

Responsibilities

  • Own and drive resolution of complex customer incidents and escalations.
  • Serve as a trusted technical point of contact, providing timely updates and clear communication.
  • Conduct root cause analysis and help implement long-term solutions.
  • Coordinate with internal teams to ensure customer issues are resolved efficiently.
  • Troubleshoot complex issues across Microsoft Defender, Sentinel, and related Security solutions.
  • Utilize telemetry, diagnostics, and engineering tools to identify and resolve technical problems.
  • Partner with Engineering, Product Management, Support, and Solution Architects to deliver customer outcomes.
  • Maintain and expand technical expertise across Microsoft Security technologies.
  • Gather customer feedback and identify recurring product, configuration, or usage challenges.
  • Act as a voice of the customer by sharing insights with Engineering and Product teams.
  • Contribute to improvements in product reliability, diagnostics, documentation, and supportability.
  • Support feature readiness and continuous improvement initiatives.
  • Apply structured escalation management practices to improve service quality and resolution timelines.
  • Identify opportunities for automation, proactive improvements, and operational efficiencies.
  • Leverage AI-enabled and data-driven tools to enhance investigation and customer outcomes.
  • Contribute knowledge, best practices, and reusable solutions to the broader organization.
  • Partner across Engineering, Product, Support, Account Teams, and other stakeholders to resolve customer issues.
  • Build strong relationships that support effective collaboration and issue resolution.
  • Communicate complex technical concepts clearly to customers, partners, and internal stakeholders.
  • Share technical knowledge and lessons learned to strengthen team capability.

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.
  • Professional proficiency in English, with the ability to communicate complex technical concepts effectively in both written and verbal formats.

Skills

Required:English proficiencyCustomer-facing experience
Last updated Oct 23, 2026. Interested? Apply on the company site.

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