Customer Experience Engineer

Microsoft•Redmond, WA

About The Position

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.

Requirements

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.

Nice To Haves

Sense of ownership and Customer obsession - Passion for customers and drive to help them succeed with our products.
Production experience in managing large environments using cloud-based services.
Demonstrated experience and hands-on expertise in Intune/Microsoft management solutions with the ability to go deep, troubleshoot and debug complex issues.
Experience with Client-Side Support, Hardware/OS, and Networking.
Sound troubleshooting and logical problem-solving skills
Production system experience with Windows 11, Mobile Device Management and/or Autopilot based deployments.
Experience with iOS and Android devices and operating systems and managing them at scale
Ability to deal with the ambiguity associated with working in a fast paced and changing environment.
Excellent written and oral communication skills – Strong stakeholder management skills and ability to manage up & across.
Familiarity with the Software Development Life Cycle (SDLC) in a faced paced, agile environment
Leadership: sound problem resolution, judgment, negotiating and decision-making skills
Hands on knowledge & familiarity with Microsoft SCIM technologies
3+ years’ experience leading supportability and troubleshooting the availability of applications, properties, systems, networks, and servers for high availability enterprise systems

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