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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. 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.
Job Responsibility:
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 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
Requirements:
Bachelor's Degree in Engineering, Computer Science, Information Technology (IT), Data Analytics/Science, Artificial Intelligence (AI), or related field AND 4+ years experience in technology industry, cloud, technical support, and/or customer experience engineering OR equivalent experience
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
3+ year experience directly engaging and managing customer relationships in consultative or account management-oriented roles
The ability to meet Microsoft, customer and/or government security screening requirements are required for this role
Nice to have:
Bachelor's Degree in Engineering, Computer Science, or related field
6+ year(s) experience in software industry experience related to technology 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
6+ 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