Senior Customer Experience Engineer
Microsoft · Posted Nov 4
Software, cloud computing, artificial intelligence, and hardware services
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About the role
The Agentic Support Engineering team within Microsoft Security provides 24x7x365 engineering support for Microsoft’s Mission Critical Security customers. The role focuses on the Microsoft Purview suite, including information protection, data loss prevention, data lifecycle management, and governance. As a Senior Customer Experience Engineer, you will own and resolve critical technical escalations, collaborate with engineering and account teams, and feed customer insights back into product design and adoption.
What you will do
- 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
Skills used in this role
What the employer is looking for
- 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.
- 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.
- 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.
Benefits and support
- Compensation and benefits are detailed in the job posting
About Microsoft
Microsoft Corporation is a multinational technology company that develops, licenses, and supports a wide range of software products, services, and hardware devices. Best known for its Windows operating systems, Microsoft 365 productivity suite, and Xbox gaming consoles, the company has expanded heavily into enterprise cloud computing via Azure and advanced artificial intelligence solutions. As one of the world's most valuable public enterprises, it empowers individuals and businesses globally through innovative digital transformation.
- Industry
- Software
- Company size
- 228,000+ employees
- Founded
- April 4, 1975
- Location
- Redmond, Washington, USA
- Funding stage
- Public Company
Leadership
Chairman and Chief Executive Officer
Chief Financial Officer
Vice Chair and President
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