Security Solutions Engineer
Há 1 mês
Job Overview: As a Senior Customer Experience Engineer in Microsoft Security, you will be responsible for delivering exceptional support experiences to our customers. This role requires a deep understanding of Microsoft Security technologies, excellent communication skills, and the ability to collaborate with cross-functional teams to resolve complex customer issues.
About the Role: As a Senior Customer Experience Engineer, you will partner with our customers and Product Managers to deploy solutions that secure their environments. You will closely monitor customer health, own the response to customer support requests, and collaborate with subject matter experts to ensure customer issues are resolved.
Key Responsibilities:
- Directly engage and support top Security customers to resolve technically complex and critical technical issues.
- Go technically deep across multiple Microsoft Security technologies to 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 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.
Requirements:
- Proven years' experience in deep technical roles in IT, Technical Support, Consulting, Program Management, or similar roles.
- Hands-on experience with Microsoft Security technologies, 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.
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