Customer Experience Engineer

The Microsoft Security organization’s mission of making the world a safer place has never been more important. As threats become more frequent and sophisticated, we drive improvements into our security products that keep our customers, apps and their devices safe. The Microsoft Security Customer Experience Engineering (CxE) Team anticipates, amplifies, and systemically solves customer needs, to make the world a safer place for all. It does this by ensuring our product teams, such as Microsoft Entra, Microsoft Intune, Microsoft Defender, and Microsoft Purview are always on the front lines with customers, taking accountability for the end-to-end Microsoft Security customer experience, and that customers have what they need to be successful leveraging our Security suite of products.     

The CxE Security Care team has an Intune Product Health and Escalation team focused on providing customers with great experience using the Intune service and the best possible support experience.   

We are looking for an experienced Intune engineer who is passionate about customers, able to solve detailed technical problems, and has a thirst for knowledge. You will be equally happy talking to customers or developers and able to create clarity to allow faster progress. You’ll relish learning new things and love the prospect of using AI to drive greater impact.

Responsibilities: 

• Effectively leverage tools, telemetry, and deep product expertise as you resolve complex technical issues faced by our customers in critical environments. Partner with software engineering and production support teams to resolve customer issues in a timely manner.  

• Partner with Software Engineering to review architecture/design and provide feedback and guidance as it relates to customer experience, support & customer impact on an ongoing basis. 

• Flag product defects, feature gaps, usage patterns from direct patterns observed from customer usage that contribute to product and product quality. 

• Engage with critical customer accounts to provide Mission Critical Support to them as they leverage Intune to manage critical workloads  

• Drive bugs/DCRs stemming from product usage directly with Software Engineering – enable them to plan, prioritize and close key customer issues and asks. 

• Help customers and partners stay current with best practices by sharing content via multiple forums – be the voice of Microsoft Intune out there.  

• Voice of the Customer: Identify trends that generate customer calls, review community data, and use that data to drive improvements back into the product  

• Identify content improvement opportunities and develop troubleshooting guides that drive efficiency and support efficacy. Help implement automation of complex solutions for the team.  

• Drive process improvements within the team and the larger organization as a whole – document and drive continuous process improvements.  

• Gather feedback from customers and partners to learn ways in which they use our service and identify feature and knowledge gaps, misconfigurations, metrics and KPIs that we can track to provide better experience for our customers.  

• Lead supportability and troubleshooting availability of the service as applicable. Define metrics and analyze system performance 

• Experiment and build with AI and agentic AI on identified opportunities to simplify problem solving and amplify positive customer experience  

Required Qualificaitons:

• 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. 

Preferred Qualifications: 

• Sense of ownership and Customer obsession - Passion for customers and drive to help them succeed with our products.  <