New 
Security Customer Experience Engineer II
 Microsoft | |
 United States, Texas, Irving | |
| 7000 State Highway 161 (Show on map) | |
 Jul 26, 2025 | |
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OverviewThe 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 the Product Health & Escalation team, within the Security Customer Experience Engineering organization at Microsoft. We are here to deliver exceptional customer experience by leveraging our team's diverse strengths and unwavering commitment to empathy, integrity, and continuous improvement. We advocate and evangelize for our customers within Microsoft, ensuring their product needs are met through proactive escalation management and effective collaboration within engineering and partner teams. By being there when our customers need us the most, and boldly doing the right thing, we retain trust of our customers and empower them to achieve success.As a Security Customer Experience Engineer II within the Product Health & Escalation team, you will be responsible to directly own and resolve critical escalations raised by Microsoft's top Security customers focused on the Microsoft Purview suite. You will manage response to customer escalation requests via phone, email, or web, representing a 24x7x365 available Microsoft Security Engineering team. As a subject matter expert in Microsoft Purview, you will routinely engage with feature teams, account teams, solution architects, and senior leadership to manage deeply technical customer issues that result in overall product design improvement and accelerate customer adoption. You will have an opportunity to be at the forefront of emerging technologies, and as you learn and grow you will have opportunities to contribute to the technical growth of your peers.In this role we are seeking individuals who put the customers first, demonstrate empathy, possess communication skills, have a growth mindset, and can maintain deep technical expertise in the Microsoft Purview portfolio of services. Successful candidates will join one of the most customer-connected engineering teams at Microsoft. This is a technical role in a fast-paced team within Security Engineering that involves direct interaction with a varied set of stakeholders within Microsoft.This candidate should have extensive experience in a technical role leading complex and highly visible customer engagements. Throughout their career, they must have managed situations where stakes were high, exhibited situational leadership, developed excellent negotiation skills, and refined their ability to communicate complex technical information effectively through verbal and written communication. They will have used data-driven decision-making, are comfortable with ambiguity, and demonstrated aptitude for quickly acquiring new skills.
ResponsibilitiesDirectly engage and respond to technical escalations from Microsoft's Mission Critical Security Customers as part of a 24x7x365 globally dispersed Purview engineering team.Deeply engage with Solution Architects, Product Managers, and Support Engineers to understand customer architecture, break/fix issues, and business operations as you help resolve critical escalations in a swift manner.Share insights and recommendations with customers, support, and account teams as well as help contribute to customer-facing documentation to ensure self-remediation to known product issues.Collaborate with software engineers & developers to diagnose, troubleshoot, and resolve complex product problems.Maintain technical depth in the Microsoft Purview suite as you actively troubleshoot and resolve customer issues pertaining to information protection, data loss prevention, data lifecycle management and governance.Utilize your knowledge and expertise to mentor others and support the technical development of an international team.Communicate with customers to provide updates and gather additional information as needed.Provide insights and feedback to Engineering and Product Management teams to drive continuous improvement.Collaborate with engineering on new feature design and testing to ensure customers success.Embody our culture and values | |