Security Customer Experience Engineer II at Microsoft

, , United States -

Full Time

Start Date

Immediate

Expiry Date

14 Jan, 26

Salary

0.0

Posted On

16 Oct, 25

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Experience, Technical Expertise, Communication Skills, Empathy, Negotiation Skills, Data-Driven Decision Making, Situational Leadership, Problem Solving, Microsoft Purview, Security Copilot, Collaboration, Continuous Improvement, Emerging Technologies, Customer Advocacy, Escalation Management, Growth Mindset

Industry

Software Development

Description

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 (CxE) 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. We advocate and evangelize 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 of our customers and empower them to achieve success. About the role 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. In this role we are seeking individuals who put the customers first, demonstrate empathy, possess strong communication skills, have a growth mindset, and can maintain deep technical expertise in the Microsoft Purview and/or Security Copilot 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 team within Security Engineering that involves direct interaction with a varied set of stakeholders within Microsoft. This candidate should have experience in a technical role leading complex and highly visible customer engagements. Throughout their career, they must have managed situations where stakes were high, 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.

Responsibilities

You will be responsible for directly owning and resolving critical escalations raised by Microsoft’s top Security customers. This role involves managing responses to customer escalation requests and engaging with various teams to address technical customer issues.