Customer Experience Engineer II

About the role

The Security Customer Experience Engineer is a highly customer-connected engineering role within Microsoft Security, focused on the Microsoft Defender portfolio. This role carries end-to-end ownership of high-impact, mission-critical customer escalations, ensuring not only timely resolution but also sustained customer confidence during complex and sensitive situations.

What you'll do

• Key Responsibilities 1. Customer Escalation Ownership
• Engage directly with customers via phone, email, and web channels, providing clear, structured, and confident updates during high-severity incidents
• Act as a trusted technical advisor during complex, sensitive, and high-pressure situations
• Restore and maintain customer confidence through transparency, accountability, and structured problem-solving. 2. Deep Technical Problem Solving
• Collaborate closely with Software Engineers, Product Managers, Solution Architects, and Support Engineers to deliver durable, high-quality resolutions

What you need

• 2–5 years in customer support & success
• Escalation handling
• CSS
• Problem solving
• B.Tech or B.E. or B.Sc or BCA