Security Customer Experience Engineer II

$153,600 - $250,200/Yr

Microsoft - Redmond, WA

Full-time - Mid Level

Redmond, WA

Publishing Industries

About the position

The Security Customer Experience Engineer II role at Microsoft involves directly managing and resolving critical escalations from top Security customers. This position is part of the Customer Escalation Management team within the Security Customer Experience Engineering organization, focusing on delivering exceptional customer experiences through proactive escalation management and collaboration with engineering and partner teams. The role requires deep technical expertise in Microsoft Purview and involves engaging with various stakeholders to address complex customer issues, ultimately contributing to product design improvements and customer success.

Responsibilities

• Directly engage and respond to technical escalations from Microsoft's 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 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 in Engineering, Computer Science, or related field AND 2+ years experience in software industry experience related to technology 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.
• Ability to meet Microsoft, customer and/or government security screening requirements.

Nice-to-haves

• 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.

Benefits

• Competitive salary based on experience and location.
• Ongoing professional development opportunities.
• Health and wellness benefits including medical, dental, and vision insurance.
• Retirement savings plan with company matching contributions.
• Flexible work arrangements and a culture of inclusion.