Empower organizations and individuals to achieve more with Microsoft's mission. Join a dynamic team focused on customer success within the Security Engineering division. This role offers the chance to work at the cutting edge of technology, contributing to product enhancement and customer adoption.

As a Senior Customer Experience Engineer, you will be instrumental in resolving critical escalations for Microsoft's premier Security customers, specifically focusing on the Microsoft Purview suite. You will represent a global, 24x7x365 engineering team, managing customer interactions via various channels.

This position is ideal for individuals who prioritize customer needs, exhibit strong empathy and communication, possess a growth mindset, and maintain profound technical expertise in Microsoft Purview. You'll be part of a team that fosters close customer connections and drives significant technical advancements.

Directly manage and resolve urgent technical escalations from high-priority Microsoft Security customers.

Collaborate closely with Solution Architects, Product Managers, and Support Engineers to thoroughly understand customer environments and quickly address critical issues.

Contribute to customer-facing documentation and share actionable insights to promote self-service resolution of common product challenges.

Partner with software engineers to diagnose and resolve complex product defects.

Maintain and deepen expertise in the Microsoft Purview suite, focusing on information protection, data loss prevention, lifecycle management, and governance.

Mentor team members and contribute to the technical development of an international engineering group.

Communicate proactively with customers to provide status updates and gather necessary information.

Provide valuable feedback to Engineering and Product Management teams to drive continuous improvement and innovation.

A Bachelor's Degree in Engineering, Computer Science, or a related field is required, along with a minimum of 2 years of software industry experience in a technology-related role, or equivalent practical experience.

Demonstrate 4+ years of experience in a deep technical capacity within IT, Technical Support, Consulting, or Program Management, including hands-on experience with Microsoft Security and Compliance technologies like Information Protection, Endpoint DLP, eDiscovery, Data Lifecycle Management, Insider Risk Management, Sensitive Information Types, Exchange, Office 365, and Microsoft Defender.

Possess 2+ years of direct experience managing customer relationships in consultative or account management settings.

Highlight exceptional written and verbal communication abilities, with a proven capacity to tailor communication style to diverse audiences.

Showcase a strong ability to collaborate effectively across teams, resolving issues irrespective of organizational boundaries.

Exhibit a passion for data-driven decision-making to effectively diagnose, resolve, and enhance service offerings.