Security Customer Experience Engineer

4 weeks ago

Dublin, Dublin City, Ireland Microsoft Full time
Responsibilities (Text Only)

Product/service definition - Utilizes engineering tools, customer telemetry and/or direct customer input to identify and flag defects, signals, product misuse, or customer issues.

Builds and integrates AI Agentic power to enhance and accelerate the customer experience.

Tracks customer incidents, engages with customers and partners to understand issues, informs them about active cases, and communicates progress and next steps.

Contributes to troubleshooting issues using diagnostics.

Gathers feedback from customers and partners to identify feature gaps, misconfigurations, metrics, and KPIs in the current product.

Implements new features and tools to improve products.

Shares content via multiple forums to help customers and partners stay current with best practices.

Identifies content improvements or troubleshooting guides.

Helps automate complex solutions for the team.

Identifies developmental opportunities across product areas and processes for professional growth and technical skill development.

Conducts health checks to ensure customer environments are optimized and properly configured.

Provides guidance on understanding and implementing new versions, updates, and releases of Microsoft platforms.

Reviews new deployment features to identify gaps.

Supports customers in designing configurations and deploying solutions on Microsoft platforms with managerial support.

Relationship/Experience Management

Serves as a link between engineering teams and customer representatives throughout the solution lifecycle.

Engages with customers to understand their needs and develop deployment guidance.

Escalates specific customer issues to appropriate teams and communicates progress to stakeholders.

Handles escalations from support or field teams and conducts root-cause analysis.

Collaborates with product and business groups to understand customer usage and identify gaps.

Provides feedback to inform product improvements and acts as a voice of the customer.

Partners with internal teams to support delivery and resolution of customer issues.

Builds partnerships with technical teams to update troubleshooting resources.

Supports resolving customer issues by working with relevant groups.

Qualifications (Text Only)

Required Qualifications

  • Bachelor's Degree in Engineering, Computer Science, IT, Data Analytics/Science, AI, or related field.
  • Proven experience in the technology industry, cloud, technical support, or customer experience engineering, or equivalent experience.

Additional or Preferred Qualifications

  • Extensive experience in product, service, project, or program management, or software development.
  • Bachelor's Degree in Engineering, Computer Science, IT, Data Analytics/Science, 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
  • Quality Assurance
  • Stakeholder Management
  • Technical Acumen
  • Agility

Other Requirements

Ability to meet Microsoft, customer, and/or government security screening requirements, including Microsoft Cloud Background Check, upon hire and every two years.

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