Security Customer Experience 2 in Melbourne, Australia

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 Customer Escalation Management 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.

As a Security Customer Experience Engineer II within the Customer Escalation Management team, you will be responsible to directly own and resolve critical escalations raised by Microsoft’s top Security customers. You will manage response to customer escalation requests via phone, email, or web, representing a 24x7x365 available Microsoft Security Engineering team. As a subject matter expert in Microsoft Purview, you will routinely engage with feature teams, account teams, solution architects, and senior leadership to manage deeply technical customer issues that result in overall product design improvement and accelerate customer adoption. You will have an opportunity to be at the forefront of emerging technologies, and as you learn and grow you will have opportunities to contribute to the technical growth of your peers.

In this role we are seeking individuals who put the customers first, demonstrate empathy, possess effective communication skills, have a growth mindset, and can maintain deep technical expertise in the Microsoft Purview portfolio of services. Successful candidates will join one of the most customer-connected engineering teams at Microsoft. This is a technical role within Security Engineering that involves direct interaction with a varied set of stakeholders within Microsoft.

Candidates should have extensive experience in a technical role leading complex and highly visible customer engagements. Throughout their career, they must have managed situations where stakes were high, exhibited situational leadership, developed excellent negotiation skills, and refined their ability to communicate complex technical information effectively through verbal and written communication. They will have used data-driven decision-making, are comfortable with ambiguity, and demonstrated aptitude for quickly acquiring new skills.

Microsoft’s mission is to empower every person and every organization on the planet to achieve more. As employees we come together with a growth mindset, innovate to empower others andcollaborate to realize our shared goals. Each day we build on our values of respect, integrity, and accountability to create a culture of inclusion where everyone can thrive at work and beyond.

Responsibilities

• Directly engage and respond to technical escalations from Microsoft’s Mission Critical Security Customers as part of a 24x7x365 globally dispersed 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.

• Embody our culture and values

Qualifications

Required Qualifications:

• Bachelor’s Degree in Engineering, Computer Science, or related field AND 2+ years experience in software industry experience related to technology

• OR equivalent experience.

• 4+ 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.

• 2+ year experience directly engaging and managing customer relationships in consultative or account management-oriented roles.

Additional or Preferred Qualifcations:

• Bachelor’s Degree in Engineering, Computer Science, or related field

• 4+ year(s) experience in software industry experience related to technology

• 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.

• 4+ 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.

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. 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 (including pregnancy), sexual orientation, 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 (https://careers.microsoft.com/v2/global/en/accessibility.html) .