Security Customer Experience Engineer

Overview

The Microsoft Security organization's mission of making the world a safer place has never been more important. As threats become more frequent and sophisticated, we drive improvements into our security products that keep our customers, apps and their devices safe. The Microsoft Security Customer Experience Engineering (CxE) Team anticipates, amplifies, and systemically solves customer needs, to make the world a safer place for all. It does this by ensuring our product teams, such as Microsoft Entra, Microsoft Intune, Microsoft Defender, and Microsoft Purview are always on the front lines with customers, taking accountability for the end-to-end Microsoft Security customer experience, and that customers have what they need to be successful leveraging our Security suite of products. The CxE Security Care team has a dedicated Operations & Enablement team with a charter to drive operational excellence to scale our business and ensure a positive, predictable customer experience. We have an exciting opportunity for a technical product manager to drive a program that works with support and multiple product engineering teams to deliver a consistent and reliable support experience for our customers.

We deeply believe that having a variety of backgrounds, experiences, and abilities at every level of our team makes us better. We strive to be respectful and inclusive of all perspectives, constantly learn from each other and from our own mistakes, and collaborate closely within and across teams to create a better future for our employees as well as our customers. Come join us

Responsibilities

• Product/service definition
• Utilizes engineering tools, customer telemetry and/or direct customer input to identify and flag defects/signals in the product or product misuse, or an issue with the customer.
• Build and integrate AI Agentic power to improve and accelerate the customer's experience.
• Tracks customer incidents, engages with customers and partners to understand the issue, informs them about active cases, and communicates progress and next steps to customers.
• Contributes to or investigates and troubleshoots the issues using diagnostics.
• Gathers feedback from customers and partners to learn how customers and partners use the service and identify feature and knowledge gaps, misconfigurations, metrics, and KPIs in the current product.
• Implements new features/tools to improve products.
• Helps customers and partners stay current with best practices by sharing content via multiple forums.
• Identifies content improvement or troubleshooting guides.
• Helps implement automation of complex solutions for the team.
• Identifies and leverages potential developmental opportunities across product areas and business processes for professional growth and to develop and execute on technical intensity/skilling to resolve customer issues.
• Conducts health checks to ensure customer environment is optimized and configured for deployment.
• Provides guidance to customers on understanding and implementing new versions, software updates, and releases of platforms within Microsoft.
• Conducts feature reviews on new deployment to identify gaps.
• With managerial support, provides guidance to customers on designing configurations and deploying solutions on Microsoft platforms.

Relationship/Experience Management

• Serves as a connecting point between the engineering team and customer representatives throughout the solution lifecycle.
• Engages with customers to understand their business and availability needs to help develop guidance to meet deployment needs.
• Escalates issues to seniors or managers within the team, as needed.
• Communicates progress and keeps stakeholders aligned with respect to escalations.
• Handles escalations on customer issues from the support or field teams.
• Conducts root-cause analysis of the issues and follows up with the customers.
• Collaborates with relevant product and business groups on how customers use the product.
• Understands and identifies gaps in customer scenarios and product limitations.
• Provides details to the product and business groups on customer product experience and usage; acts as a voice of customers (VOCs) to inform product and business groups.
• Partners with other teams to review and unblock, and resolve customer incidents/issues.
• Collaborates with internal partner teams to support delivery of solutions back to the customer.

Qualifications

• Bachelor's Degree in Engineering, Computer Science, Information Technology (IT), Data Analytics/Science, Artificial Intelligence (AI), or related field.
• Proven experience in the technology industry, cloud, technical support, and/or customer experience engineering OR equivalent experience.

Additional/Preferred Qualifications

• Extensive experience in product/service/project/program management or software development.
• Bachelor's Degree in Engineering, Computer Science, Information Technology (IT), Data Analytics/Science, Artificial Intelligence (AI).
• Practical experience in a customer-facing environment.

Knowledge, Skills, Abilities

• Data Analysis
• Project Management
• Cloud Architectures and technologies
• System administration (Windows, Linux, xOS)
• Networking and Web technologies knowledge
• Quality Assurance
• Stakeholder Management
• Technical acumen
• Agility

Other Requirements

Ability to meet Microsoft, customer and/or government security screening requirements are required for this role. These requirements include, but are not limited to: Microsoft Cloud Background Check. This position will be required to pass the Microsoft background and Microsoft Cloud background check upon hire/transfer and every two years thereafter.

Equal Opportunity

Microsoft is an equal opportunity employer. Consistent with applicable law, all qualified applicants will receive consideration for employment without regard to age, ancestry, citizenship, color, family or medical care leave, gender identity or expression, genetic information, immigration status, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran or military status, race, ethnicity, religion, sex, or any other characteristic protected by applicable local laws, regulations and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations.

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