Security Customer Experience Engineer II

Microsoft

75d

About The Position

We are looking for a Security Customer Experience Engineer II to join the Product Health & Escalation team. You will be responsible to directly own and resolve critical escalations raised by Microsoft’s top Security customers focused on the Microsoft Purview and Security Copilot suite. You will manage response to customer escalation requests via phone, email, or web, representing a 24x7x365 available Microsoft Security Engineering team. As a member of this team, you will routinely engage with feature teams, account teams, solution architects, and senior leadership to manage deeply technical customer issues that result in 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 have opportunities to contribute to the technical growth of your peers.

Requirements

• Experience in a technical role leading complex and highly visible customer engagements.
• Demonstrated situational leadership and excellent negotiation skills.
• Ability to communicate complex technical information effectively through verbal and written communication.
• Experience with data-driven decision-making and comfort with ambiguity.
• Demonstrated aptitude for quickly acquiring new skills.

Nice To Haves

• Strong communication skills.
• Empathy and a customer-first mindset.
• Deep technical expertise in Microsoft Purview and/or Security Copilot portfolio of services.

Responsibilities

• Directly own and resolve critical escalations raised by Microsoft’s top Security customers.
• Manage response to customer escalation requests via phone, email, or web.
• Engage with feature teams, account teams, solution architects, and senior leadership.
• Manage deeply technical customer issues that result in product design improvement.
• Accelerate customer adoption of Microsoft Purview and Security Copilot suite.

What This Job Offers

• Career Level: Mid Level
• Number of Employees: 5,001-10,000 employees