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Responsibilities
Key Responsibilities 1. 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. 2. 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. 3. 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, validation testing, and design discussions to prevent future customer impact. · Influence product design and supportability by representing real customer experiences. 4. Operational Excellence & Proactive Practices · Apply structured, repeatable approaches to escalation management to improve consistency and time-to-mitigation. · Identify recurring product or customer pain points and propose proactive improvements, automation strategies, and AI-assisted practices. · Leverage modern tooling, including AI-based investigation and summarization capabilities, to enhance service quality and operational efficiency. · Help scale best practices across teams to reduce recurrence and operational friction. 5. Collaboration & Team Enablement · Partner across Engineering, CSS, CSU, Account Teams, Product Management, and UX to ensure aligned customer outcomes. · Share knowledge, best practices, and lessons learned to elevate technical capability across the organization. · Communicate complex technical concepts effectively to customers, partners, and senior stakeholders.
Qualifications
Required: 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.
Other Requirements
- Other Requirements
- Ability to meet Microsoft, customer and/or government security screening requirements are required for this role. These requirements include, but are not limited to the following specialized security screenings: Microsoft Cloud Background Check:
- This position will be required to pass the Microsoft background and Microsoft Cloud background check upon hire/transfer and every two years thereafter.
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.
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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.
