Customer Experience Engineer II

Microsoft is a leading technology company, and they are seeking a Customer Experience Engineer II to join their Product Health & Escalation team. The role involves directly owning and resolving critical escalations for Microsoft’s top Security customers, focusing on the Microsoft Purview suite while collaborating with various teams to enhance customer experience and product design.

Responsibilities:

• Directly engage and respond to technical escalations from Microsoft’s Mission Critical Security Customers as part of a 24x7x365 global Purview engineering team
• Deeply engage with Solution Architects, Product Managers, and Support Engineers to understand customer architecture, break/fix issues, and business operations as you help resolve critical escalations in a swift manner
• Share insights and recommendations with customers, support, and account teams as well as help contribute to customer-facing documentation to ensure self-remediation to known product issues
• Collaborate with software engineers to diagnose, troubleshoot, and resolve complex product problems
• Maintain technical depth in the Microsoft Purview suite as you actively troubleshoot and resolve customer issues pertaining to information protection, data loss prevention, data lifecycle management and governance
• Utilize your knowledge and expertise to mentor others and support the technical development of an international team
• Communicate with customers to provide updates and gather additional information as needed
• Provide insights and feedback to Engineering and Product Management teams to drive continuous improvement
• Collaborate with engineering on new feature design and testing to ensure customers success

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
• The 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
• Bachelor's Degree in Engineering, Computer Science, Information Technology (IT), Data Analytics/Science, Artificial Intelligence (AI), or related field AND 5+ years experience in technology industry, cloud, technical support, and/or customer experience engineering OR equivalent experience
• 1+ year(s) of customer facing experience
• 4+ year experience in deep technical role in IT, Technical Support, Consulting, Program Management or similar roles and hands-on experience with Microsoft Security and Compliance technologies such as Information Protection, Endpoint Data Loss Prevention, eDiscovery, Data Lifecycle Management, Insider Risk Management, Sensitive Information Types and/or Exchange, Office 365, and Microsoft Defender
• 2+ year experience directly engaging and managing customer relationships in consultative or account management-oriented roles
• Demonstrated exceptional written and verbal communication skills with ability to adjust communication style based on the audience
• Demonstrated ability to collaborate across teams and overcome obstacles by resolving issues regardless of team boundaries
• Demonstrated passion for data driven decision making to help diagnose, resolve, and improve service offerings