Security Customer Experience Engineer II

Microsoft is a leading technology company dedicated to making the world a safer place through its cloud services. They are seeking a Security Customer Experience Engineer II to manage critical customer escalations and ensure exceptional customer experiences with the Microsoft Purview suite.

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
• 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
• 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, or related field
• 4+ year(s) experience in software industry experience related to technology OR equivalent experience
• 6+ 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
• 4+ 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