Senior Security Customer Experience Engineer Israel Tel Aviv Herzliya

Job description

1. 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. Collaborate closely with Software Engineers, Product Managers, Solution Architects, and Support Engineers to deliver durable, high-quality resolutions. 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 effective 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, proven practices, and lessons learned to elevate technical capability across the organization. Communicate complex technical concepts effectively to customers, partners, and tentured stakeholders. 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. Master's Degree in Engineering, or related field AND 6+ years experience in technology industry, cloud, technical support, and/or customer experience engineering OR Bachelor's Degree in Engineering, Computer Science, Information Technology (IT), Data Analytics/Science, Artificial Intelligence (AI), or related field AND 8+ years experience in technology industry, cloud, technical support, and/or customer experience engineering OR equivalent experience. MSFTSecurity This position will be open for a minimum of 5 days, with applications accepted on an ongoing basis until the position is filled. *