Security Customer Experience Engineer

Overview
Do you want to be at the center of the three Microsoft clouds empowering customers and partners to secure their environments and realize the full value of Microsoft Security Stack? Are you looking for a deeply technical role where you can interact directly with customers, learn new technologies, drive product improvement through customer feedback, and help improve our Customer's overall security posture? Do you want to contribute to one of Microsoft's fastest growing businesses? If so, then we are looking for you!

About the role…
As a Senior Customer Experience Engineer in Microsoft Security, you are responsible for your Customer's support experience. You will partner with our 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.

We are looking for individuals with strong verbal and written communication skills as well as strong technical acumen across a varied set of technologies within the security space to join one of the most customer connected engineering teams at Microsoft.

An ideal candidate for this role has experience in deeply technical customer-facing roles leading complex and highly visible customer engagements. Along the way, you have managed situations where the stakes are high, learned how to negotiate, developed strong verbal and written communication skills especially when sharing deeply technical information, and have an ability to collaborate across a globally dispersed team.
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 that eliminates reoccurring issues and transforms the customer experience.
• Collaborate with engineering on new feature design and testing to ensure customer success.
Qualifications • Proven years' experience in deep technical role in IT (Information Technology), Technical Support, Consulting, Program Management or similar roles and 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.
• 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.
• Strong problem-solving skills. Ability to look beyond the problem and contribute to design improvements.
• English Language: fluent in reading, writing, and speaking. If English is not native language, proficiency test results is a plus (e.g., TOEFL, TOEIC, Cambridge English Exams).
Preferred Qualifications • Bachelors or Masters in Computer Science, Engineering or Equivalent Experience.
• Proven years' experience in deep technical role in IT (Information Technology), Technical Support, Consulting, Program Management or similar roles and hands-on experience with Microsoft Security & Compliance technologies and/or Microsoft Defender Security.
• Experience and clear understanding of cybersecurity principles, threat detection, and response strategies.
• Familiarity with security information and event management (SIEM) and extended detection and response (XDR) platforms.
• Experience with data analysis to identify patterns, driving product and process improvement while collaborating with multiple teams.
• Skilled in collaborating and building strong relationships with diverse stakeholders.
• Proficiency in the following technologies:
- SMTP
- Email messaging protection
- Managing and troubleshooting experience with Exchange Online
- Security information and event management (SIEM) and extended detection and response (XDR) platforms
- KQL
• Relevant certifications, such as CompTIA Security+ or Certified Information Systems Security Professional (CISSP), are a plus.
• Familiarity with automation languages (e.g., PowerShell), Power BI, and/or Azure AD administration is desirable.

The ability to meet Microsoft, customer and/or government security screening requirements are required for this role. These requirements include, but are not limited to the following specialized security screenings:

Microsoft Cloud Background Check: This position will be required to pass the Microsoft Cloud Background Check upon hire/transfer and every two years thereafter.
Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request via the Accommodation request form.
Benefits/perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work.

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