Security represents the most critical priorities for our customers in a world awash in digital threats, regulatory scrutiny, and estate complexity. Microsoft Security aspires to make the world a safer place for all. We want to reshape security and empower every user, customer, and developer with a security cloud that protects them with end to end, simplified solutions. The Microsoft Security organization accelerates Microsoft’s mission and bold ambitions to ensure that our company and industry is securing digital technology platforms, devices, and clouds in our customers’ heterogeneous environments, as well as ensuring the security of our own internal estate.
Senior Customer Experience Product Manager to join our team! Microsoft Defender for Endpoint is experiencing explosive growth and innovation protecting people, services, and devices around the world. Our vision of ‘security for all’ includes solutions that go beyond managing endpoints to secure the cloud, identities, and services of a customer’s security strategy, including solutions outside of the Microsoft Security portfolio.
The CARE organization for Microsoft 365 Defender is a crucial part of the success of the business. The organization is responsible for the support experience story of the business. The organization provides technical escalation level support for our customers as well as analysis of the support stuck, the issues the customers are experiencing with the product and the ways to reduce them or resolve them faster and better.
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.

REQUIRED/MINIMUM QUALIFICATIONS

• Bachelor’s Degree in Engineering, Computer Science, Information Technology (IT), Data Analytics/Science, Artificial Intelligence (AI), or related field AND 4+ years experience in technology industry, cloud, technical support, and/or customer experience engineering OR equivalent experience.
• 4+ years of Senior Technical Support or Senior Project Management experience, including experience in customer-facing or customer technical support.
• 4+ years of experience in leveraging data analytic tools (Azure Data Explorer, Power BI, AI based analysis leveraging CoPilot) for customer and product research.
• 4+ years of problem solving, troubleshooting skills, with the ability to use various data collection tools and methodologies to analyze problems to develop solutions.

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 Cloud background check upon hire/transfer and every two years thereafter.

• Analyze support trends by reviewing case data and community insights to identify recurring issues and drive product improvements.’
• This position requires high technical skills, data analysis skills, cross-group coordination and excellent oral and written communication skills. Attention to detail; and a highly organized, process-focused aptitude are required to manage the variety of responsibilities and deliverables. You should be able to work well under pressure with deadlines, while also exhibiting flexibility and adaptability across a broad organizational matrix.
• Document best practices, technical procedures, and support methodologies based on findings from problem management to empower support teams.
• Lead process optimization initiatives within the team and across the broader organization to enhance operational efficiency.
• Collaborate with Engineering to influence product features and scenarios that proactively reduce support case volume.
• Develop automated diagnostics to streamline issue isolation and resolution, simplifying the troubleshooting experience for both customers and support agents.
• Apply BI and AI technologies to accelerate support workflows and improve overall service velocity.
• Engage directly with top-tier Microsoft Security customers, ensuring their satisfaction and advocating for their needs within the product ecosystem.
• Embody our culture and values