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 Value Creation (CVC) 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 CVC Excellence team has an Intune Agentic Support Engineering 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. 

• Partner with the Software Engineering team to review architecture/design and provide feedback and guidance as it relates to the customer experience, support & customer impact 

• Be the Intune technical lead for a customer in the Mission Critical Support service and elevate the support experience for that customer.  

• Lead supportability and troubleshoot the availability of the service 

• Drive process improvements within the team and the larger organization as a whole 

• Provide active coordination across multiple support teams 

• Partner with the software engineering and production support teams to resolve issues 

• Drive bugs/DCRs related to problem management tickets 

• Help to identify the cost associated with each problem management ticket 

• Document processes, best methodologies and technical instructions for Support Groups based off the problem management findings 

• Enable customer support teams and partners in a wide range of technical subjects 

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

• Passion for customers 

• Production experience in managing large environments using cloud-based services.  

• Demonstrated experience in Client Side Support, Hardware/OS, and Networking 
  Sound troubleshooting skills 

• Production system experience with Windows 11, Mobile Device Management and/or Autopilot based deployments.  

• Experience with iOS and Android devices and operating systems 

• Ability to deal with the ambiguity associated with working in a fast paced and changing environment. 

• Excellent written and oral communication skills 

• Familiarity with the Software Development Life Cycle (SDLC) in a faced paced, agile environment 

• Leadership: sound problem resolution, judgment, negotiating and decision making skills 

• 3+ years’ experience leading supportability and troubleshooting the availability of applications, properties, systems, networks, and servers for high availability enterprise systems