About this role
Customer
Experience
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Engineer II
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India, Karnataka, Bangalore
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Job description
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Company and benefits
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Job number
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200053365
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Date posted
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Oct 05, 2026
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Work site
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0 days / week in-office – remote
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Travel
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Less than 25%
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Profession
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Program Management
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Discipline
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Customer
Experience
- Engineering
- Role type
- Individual Contributor
- Employment type
- Full-Time
Overview
The Security Customer
Experience
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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. Beyond resolving incidents, the engineer plays a strategic role in strengthening product reliability and supportability by working closely with Engineering and Product teams, translating real-world customer challenges into actionable improvements that enhance overall service quality and trust. The position extends well beyond traditional escalation management. It actively contributes to transforming our team within Customer Value Creation from a reactive, case-driven function into a proactive, intelligence-led execution model. By identifying patterns, driving structured feedback loops, and enabling preventative improvements, the engineer helps improve customer outcomes, accelerate engineering responsiveness, and elevate operational efficiency across the organization. Success in this role requires deep technical expertise across security and compliance technologies, strong customer empathy, executive-level communication skills, and the ability to navigate ambiguity and high-pressure environments with clarity, composure, and accountability.
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Microsoft’s mission is to empower every person and every organization on the planet to achieve more. As employees we come together with a growth mindset, innovate to empower others, and collaborate to realize our shared goals. Each day we build on our values of respect, integrity, and accountability to create a culture of inclusion where everyone can thrive at work and beyond.
Responsibilities
Key Responsibilities
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- Customer Escalation Ownership
- Own and drive resolution of mission-critical escalations for Microsoft Defender customers in a 24x7x365 environment.
- 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.
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- Deep Technical Problem Solving
- Diagnose and resolve complex issues across the Microsoft Defender suite, including:
- Microsoft Defender for Endpoint
- Microsoft Sentinel
- Microsoft Defender for Cloud
- Microsoft Defender for Office
- Collaborate closely with Software Engineers, Product Managers, Solution Architects, and Support Engineers to deliver durable, high-quality resolutions.
- Maintain strong hands-on technical depth and continuously expand expertise in Microsoft Security and Compliance technologies.
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- Product Feedback & Continuous Improvement
- Translate customer escalations and issue patterns into actionable insights for Engineering and Product teams.
- Contribute to improvements in product reliability, diagnostics, documentation, and self-remediation guidance.
- Participate in feature readiness reviews.