Security Customer Experience Engineer II

$153,600 - $250,200/Yr

Microsoft - Redmond, WA

Full-time - Mid Level

Remote - Redmond, WA

Publishing Industries

About the position

The Security Customer Engineer II role is focused on helping customers secure their environments and maximize the value of cloud services. This position involves direct interaction with clients to resolve critical escalations and ensure their product needs are met through effective collaboration with engineering and partner teams. The role requires a strong commitment to customer experience, empathy, and technical expertise in security technologies, particularly in the Purview portfolio.

Responsibilities

• Directly engage and respond to technical escalations from mission-critical security customers as part of a 24x7x365 globally dispersed Purview engineering team.
• Deeply engage with Solution Architects, Product Managers, and Support Engineers to understand customer architecture, break/fix issues, and business operations to resolve critical escalations swiftly.
• Share insights and recommendations with customers, support, and account teams, and contribute to customer-facing documentation to ensure self-remediation of known product issues.
• Collaborate with software engineers to diagnose, troubleshoot, and resolve complex product problems.
• Maintain technical depth in the Purview suite while actively troubleshooting and resolving customer issues related to information protection, data loss prevention, data lifecycle management, and governance.
• Utilize 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 customer success.
• Embody the company's culture and values.

Requirements

• Bachelor's Degree in Engineering, Computer Science, or related field AND 2+ years of experience in the software industry related to technology or equivalent experience.
• 4+ years of experience in a deep technical role in IT, Technical Support, Consulting, Program Management, or similar role with hands-on experience in 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 Defender.
• 2+ years of experience directly engaging and managing customer relationships in a consultative or account management-oriented role.
• Ability to meet customer and/or government security screening requirements, including passing a Cloud Background Check upon hire/transfer and every two years thereafter.

Nice-to-haves

• Bachelor's Degree in Engineering, Computer Science, or related field (preferred).
• 6+ years of experience in a deep technical role in IT, Technical Support, Consulting, Program Management, or similar role with hands-on experience in Security and Compliance technologies.
• 4+ years of experience directly engaging and managing customer relationships in a consultative or account management-oriented role.
• Demonstrated exceptional written and verbal communication skills with the 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.

Benefits

• Industry-leading healthcare
• Educational resources
• Discount on products and services
• Savings and investment options
• Maternity and paternity leave
• Generous time away
• Giving program
• Opportunities to network and connect