Senior Customer Experience Engineer

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.

• 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

• 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.
• Strong problem-solving skills. Ability to look beyond the problem and contribute to design improvements.
• English Language: fluent in reading, writing and speaking. If English is not native language, proficiency test results is a plus (e.g., TOEFL, TOEIC, Cambridge English Exams)
• Bachelors or Masters Degree in Computer Science, Engineering or Equivalent Experience.
• 8+ 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.
• 5+ year experience directly engaging and managing customer relationships in consultative or account management-oriented roles.
• Multiple Certifications in Microsoft and/or competing Cloud Technologies and/or Security is desired.
• Expertise in the following cloud computing technologies related to Information & Data Security :
• Information Protection
• Data Loss Prevention / Endpoint Data Loss Prevention
• Data lifecycle Management - Governance & Labelling, Classification
• Policy Management
• Insider Risk Management
• eDiscovery & Records Management
• Communication Compliance
• Information Barriers
• Records Management
• Access & Security Controls
• Experience with automation languages (PowerShell, etc.) / Power Automate
• Experience with IDE and Development Languages (JAVA, .NET, Python)

• Health insurance
• Flexible work
• Discounts on products and services
• Savings and investments
• Maternity and paternity leave
• Generous time away
• Giving programs
• Opportunities to network and connect

We are the Customer Escalation Management team, within the Security Customer Experience Engineering organization at Microsoft. We are here to deliver exceptional customer experience by leveraging our team’s diverse strengths and unwavering commitment to empathy, integrity, and continuous improvement.