Overview
The mission of the Microsoft Security organization—to make the world a safer place—has never been more critical. As cyber threats continue to grow in scale and sophistication, Microsoft Security continuously evolves its products to protect customers, applications, and devices globally.
The Microsoft Security Customer Experience Engineering (CxE) team plays a pivotal role in this mission by anticipating customer needs, amplifying customer feedback, and systematically resolving complex challenges. The team partners closely with product groups such as Microsoft Entra, Microsoft Intune, Microsoft Defender, and Microsoft Purview, ensuring they remain deeply connected to real-world customer scenarios. CxE takes end-to-end accountability for the Microsoft Security customer experience, enabling customers to successfully deploy, operate, and derive value from Microsoft’s security solutions.
Responsibilities
Key Responsibilities
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.
- With managerial support, advise customers on architecture, configuration, and deployment of Microsoft security platforms.
Relationship and Experience Management
- 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 from support and field teams with limited supervision.
- Escalate complex scenarios to senior engineers or leadership when additional expertise is required.
- Conduct root cause analysis and follow up with customers to ensure issues are fully addressed.
- Collaborate with product and business groups to understand real-world product usage and customer scenarios.
- Identify product limitations and gaps impacting customer experience and adoption.
- Represent the Voice of the Customer (VoC) by providing actionable insights to product and business teams.
- Partner cross functionally with program managers, software engineers, product teams, and Customer Service & Support (CSS) to unblock and resolve customer issues.
- Collaborate with internal teams to deliver solutions and improvements back to customers.
- Proactively build partnerships with internal technical teams to enhance troubleshooting resources.
- Leverage and integrate AI driven and agentic solutions to improve and accelerate the customer experience.
Qualifications
Required/Minimum Qualifications
- Bachelor's Degree in Sales, Marketing, Computer Science, Information Technology (IT), Data Science, Business Analytics, Business, Finance, Mathematics, Physical Sciences, Humanities, or related field AND 2+ years experience in consulting, change management, project management, customer engagement, sales/business engagement, relationship management, analytics, or customer feedback and intelligence program management OR equivalent experience.
Additional or Preferred Qualifications
- Bachelor's Degree AND 5+ years’ experience in product/service/project/program management or software development OR equivalent experience.
**Knowledge, Skills, and Abilities **
Technical Expertise
- Understands basic cloud architectures, email security concepts, and technologies as they relate to Microsoft Defender for Office 365 (MDO) or similar email/collaboration security platforms.
- Familiar with email protocols (SMTP, DNS/MX, SPF, DKIM, DMARC), mail flow architecture, and web technologies relevant to Exchange Online and Microsoft 365 collaboration security.
- Has hands-on experience with setup and configuration of Microsoft Defender for Office 365 policies (Safe Attachments, Safe Links, Anti-Phishing, Anti-Spam, Anti-Malware) or similar email security technologies.
- Exposed to integration of Microsoft Defender for Office 365 with Microsoft Defender XDR, and familiar with Security Copilot capabilities in the context of email threat investigation and response.
Security Solutions Integration
- Experienced in basic onboarding and configuration of Microsoft Defender for Office 365 protection policies and threat investigation workflows.
- Familiar with configuring mail flow rules, quarantine policies, tenant allow/block lists, and integration with Exchange Online Protection (EOP).
- Has worked with both preset security policies and custom policy configurations within Defender for Office 365, including attack simulation training.
Data Analysis and Troubleshooting
- Can collect and review email threat telemetry, message trace logs, and threat investigation data within Microsoft Defender for Office 365 and the Microsoft Defender portal.
- Familiarity with Advanced Hunting using Kusto Query Language (KQL) across email and collaboration threat data (EmailEvents, EmailAttachmentInfo, UrlClickEvents tables).
- Able to follow instructions to resolve basic email protection, mail flow, and threat detection configuration issues.
Analytical and Integration Skills
- Possesses basic skills for interpreting email threat reports, phishing simulation results, and security posture recommendations in Microsoft Defender for Office 365.
- Lead end-to-end investigations into false positive and false negative (FP/FN) detections, performing deep root-cause analysis across signal sources such as authentication, content, sender reputation, and tenant policy interactions to clearly identify detection failure modes.
- Serve as a technical authority on MDO detection philosophy, thoughtfully balancing security efficacy and business continuity, and advising on scenarios where perfect detection is not feasible, with an emphasis on pragmatic and scalable MDO operationalization.
Automation and Development
- Has some experience using automation languages (e.g., PowerShell, Exchange Online PowerShell module) and Power Automate for email security administration and response tasks.
- Exposed to development languages (PowerShell, .NET, Python) for creating custom reporting, automated incident response playbooks, or integration with Microsoft Graph Security API.
- Interested in learning about AI-driven solutions and Security Copilot capabilities to enhance customer experience with Microsoft Defender for Office 365.
Customer Experience Engineering IC3 - The typical base pay range for this role across the U.S. is USD $100,600 - $199,000 per year. There is a different range applicable to specific work locations, within the San Francisco Bay area and New York City metropolitan area, and the base pay range for this role in those locations is USD $131,400 - $215,400 per year.
Certain roles may be eligible for benefits and other compensation. Find additional benefits and pay information here: https://careers.microsoft.com/us/en/us-corporate-pay
This position will be open for a minimum of 5 days, with applications accepted on an ongoing basis until the position is filled.
Microsoft is an equal opportunity employer. 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 with religious accommodations and/or a reasonable accommodation due to a disability during the application process, read more about **requesting accommodations.**