Security Customer Experience Engineer

Overview The Microsoft Security Customer Value Creation (CVC) team anticipates, amplifies, and solves customer needs to help make the world a safer place. As a Senior Customer Experience Engineer specializing in Microsoft Intune, you will serve as a trusted technical leader for customers receiving Mission Critical Support services, ensuring rapid resolution of complex technical challenges while delivering an exceptional support experience.

In this role, you will work at the intersection of customers, support, engineering, and product teams to resolve high-impact incidents, drive product improvements, and strengthen customer confidence in Microsoft's security and endpoint management solutions. You will leverage technical expertise in Microsoft Intune, Microsoft Entra ID, endpoint management, and security technologies to troubleshoot complex issues, influence engineering outcomes, and proactively improve service quality.

Success in this role requires strong technical depth, customer obsession, excellent communication skills, and the ability to lead through ambiguity in high-pressure situations. You will help transform customer escalations into actionable insights that improve product reliability, operational excellence, and customer success at scale.

Responsibilities

• Serve as the technical lead for Microsoft Intune customers enrolled in Mission Critical Support services, delivering exceptional customer experiences during critical incidents and escalations.
• Own and drive resolution of complex technical issues involving Microsoft Intune, endpoint management, device compliance, application deployment, and Microsoft Entra ID.
• Coordinate across support, engineering, and product teams to ensure timely resolution of customer issues and effective communication throughout the support lifecycle.
• Drive bug investigations, Design Change Requests (DCRs), and problem management initiatives by partnering closely with engineering teams.
• Act as a trusted advisor to customers by providing technical guidance, best practices, and proactive recommendations to optimize their environments.
• Enable and mentor support engineers and partner teams through knowledge sharing, troubleshooting guidance, and technical leadership.
• Perform root cause analysis and translate customer issues into actionable feedback that improves product reliability, supportability, and customer experience.
• Leverage telemetry, diagnostics, and customer insights to identify recurring issues, trends, and opportunities for automation and operational improvement.
• Communicate effectively with technical and non-technical stakeholders, providing clear updates during critical customer situations.
• Contribute to continuous improvement initiatives, operational excellence programs, and the development of scalable support solutions that enhance service quality and efficiency.

Qualifications Required/minimum 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.

Additional or preferred qualifications

• Bachelor's Degree in Engineering, Computer Science, Information Technology (IT), Data Analytics/Science, Artificial Intelligence (AI), or related field AND 5+ years experience in technology industry, cloud, technical support, and/or customer experience engineering OR equivalent experience.
• 1+ year(s) of customer facing experience.

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.