Customer Experience Engineer II

Overview of the Role

Do you want to help customers secure their environments and maximize the value of Microsoft cloud services? Are you eager to interact with clients and protect their data? Join us in one of Microsoft's fastest-growing businesses where our mission is to make the world a safe place.

We are the Product Health & Escalation team, within the Security Customer Experience Engineering organization at Microsoft. Our mission is to deliver exceptional customer experience by leveraging our team’s diverse strengths and unwavering commitment to empathy, integrity, and continuous improvement. We advocate for our customers within Microsoft, ensuring their product needs are met through proactive escalation management and effective collaboration within engineering and partner teams. By being there when our customers need us the most, and boldly doing the right thing, we retain trust and empower them to achieve success.

As a Customer Experience Engineer II, you will be responsible for directly owning and resolving critical escalations raised by Microsoft’s top Security customers, specifically focusing on the Microsoft Purview suite. You will manage responses to customer escalation requests via phone, email, or web, representing a 24x7x365 available Microsoft Security Engineering team. As a subject matter expert in Microsoft Purview, you will routinely engage with feature teams, account teams, solution architects, and senior leadership to manage deeply technical customer issues that contribute to overall product design improvement and accelerate customer adoption. You will have an opportunity to be at the forefront of emerging technologies, and as you learn and grow, you will contribute to the technical growth of your peers.

We are seeking individuals who prioritize customers, demonstrate empathy, possess strong communication skills, have a growth mindset, and can maintain deep technical expertise in the Microsoft Purview portfolio of services. Successful candidates will join one of the most customer-connected engineering teams at Microsoft. This is a technical role in a fast-paced Security Engineering team that involves direct interaction with a varied set of stakeholders within Microsoft.

The ideal candidate should have extensive experience in a technical role leading complex and highly visible customer engagements. Throughout their career, they must have managed high-stakes situations, exhibited situational leadership, developed excellent negotiation skills, and refined their ability to communicate complex technical information effectively through verbal and written communication. They will have used data-driven decision-making, are comfortable with ambiguity, and demonstrated aptitude for quickly acquiring new skills.

Key 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, and 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 customer success.

Qualifications

Required/Minimum Qualifications

• Bachelor's Degree in Engineering, Computer Science, Information Technology (IT), Data Analytics/Science, Artificial Intelligence (AI), or a related field AND 2+ years experience in the 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: Microsoft Cloud Background Check upon hire/transfer and every two years thereafter.

Additional or Preferred Qualifications

• Bachelor's Degree in Engineering, Computer Science, Information Technology (IT), Data Analytics/Science, Artificial Intelligence (AI), or a 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+ years experience in a 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+ years experience directly engaging and managing customer relationships in consultative or account management-oriented roles.
• 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.

Key Skills/Competency

• Microsoft Purview
• Customer Experience
• Technical Escalation Management
• Cloud Security
• Data Loss Prevention (DLP)
• Information Protection
• Data Lifecycle Management
• Troubleshooting
• Stakeholder Communication
• Product Health