Security Customer Experience Engineer 2

As a Senior Customer Experience Engineer in Microsoft Security, you are responsible for your Customer's support experience. You will work with customers and Product Managers to deploy solutions to secure their environment, closely monitor customer health, and own the response to customer support requests in a 24x7x365 environment via phone, email or web. You will collaborate with subject matter experts across engineering teams, customer service and support, account teams, and management to ensure customer issues are resolved. You will develop deep technical expertise, have an opportunity to learn new emerging technologies, and facilitate learning and growth of your peers. As you learn, you will apply an engineering approach to defining processes, analyzing data, and working with feature teams and leadership to continuously improve customer experience.

Key Responsibilities: • Directly engage and support top Security customers to resolve technically complex and critical technical issues in a 24x7x365 global support team. • Go technically deep across multiple Microsoft Security technologies Microsoft Defender Suite as you actively seek solutions to customer needs. • Leverage knowledge and experience to mentor, model customer engagement skills, and contribute to technical growth of a global team. • Deeply engage with Product Managers, Account Managers, and your customers to understand their architecture and operations as you improve their overall support experience. • Define and implement proactive customer health monitoring leveraging service monitoring tools. • Adjust working hours according to business needs, including weekends, and participation in on-call rotations. • Share support insights and recommendations with engineering, customers, and account teams to prevent repetition of similar issues. • Collaborate with engineering on new feature design and testing to ensure customer success.

Qualifications: • Proven years of experience in deep technical role in IT, Technical Support, Consulting, Program Management or similar roles. • Hands-on experience with Microsoft Security such as Defender for Endpoint and Microsoft Defender for Cloud Apps. • Experience directly engaging in and managing customer relationships in consultative or account management-oriented roles. • Exceptional written and verbal communication skills with ability to adjust communication style based on the audience. • Ability to collaborate across teams and overcome obstacles by resolving issues regardless of team boundaries. • Passion for data-driven decision making to help diagnose, resolve, and improve service offerings. • Strong problem-solving skills and ability to contribute to design improvements. • Fluency in English (reading, writing, and speaking).

This role offers the opportunity to be at the center of Microsoft's cloud security initiatives, interact directly with customers, learn new technologies, and contribute to one of Microsoft's fastest-growing businesses.