Job description
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 Azure services? 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 excellent 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 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 which eliminates reoccurring issues and transforms the customer experience.
- Collaborate with engineering on new feature design and testing to ensure customers success.
Qualifications
Required/Minimum Qualifications:
- Bachelor's Degree in Computer Science, Engineering, Data Science, Math, Business, or related field AND 4+ years experience in engineering, product/technical program management, data analysis, or product development
- OR equivalent experience
- 4+ years’ experience directly engaging and managing customer relationships in consultative or account management-oriented roles
Preferred Qualifications:
- Bachelor's Degree in Computer Science, Engineering, Data Science, Math, Business, or related field AND 8+ years experience in engineering, product/technical program management, data analysis, or product development
- OR equivalent experience
- 8+ years' experience in deep technical role in IT (Information Technology), Technical Support, Consulting, Program Management or similar roles and hand-on experience with Identity and Access Management technologies, Microsoft Defender Security and/or Microsoft Endpoint Manager (Intune)
- Multiple Certifications in Microsoft and/or competing Cloud Technologies and/or Security are desired
- Experience in a deep technical role in IT (Information Technology), Technical Support, Consulting, Program Management or similar roles and hand-on experience with Identity and Access Management technologies, Microsoft Defender Security and/or Microsoft Endpoint Manager (Intune)
- 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
- Excellent problem-solving skills with the ability to look beyond the problem and contribute to design improvements
- Expertise in two or more of the following cloud computing technologies:
- Cloud Security & Identity Governance – experience with Azure KeyVault, Microsoft Defender, Microsoft Entra, Intune and/or related products.
- Authentication Protocols (Kerberos, PKI (public key infrastructure), OAuth, SSO (single sign-on), SAML, etc.)
- Development of applications using Single Sign-On (SSO),
- Access Management such MFA, Conditional Access, Device, and application management
- Development of applications using Single Sign-On (SSO), MSAL (Microsoft Authentication Library), or similar authentication libraries and technologies
- Federation - ADFS (Active Directory Federation Services), Shibboleth, CA (Azure Active Directory Conditional Access) SiteMinder, Okta, PING etc.
- Azure Core Platform (Compute, Storage, Networking)
- Data Platform: SQL Server, Azure SQL DB, Azure Cosmos DB, Azure Data Factory,
- Experience with automation languages (PowerShell, etc.)
- Experience with IDE and Development Languages (JAVA, .NET, Python)
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.
Customer Experience Engineering IC4 - The typical base pay range for this role across the U.S. is USD $112,000 - $218,400 per year. There is a different range applicable to specific work locations, within the San Francisco Bay area and New York City metropolitan area, and the base pay range for this role in those locations is USD $145,800 - $238,600 per year.
Microsoft has different base pay ranges for different work locations within the United States, which allows us to pay employees competitively and consistently in different geographic markets (see below). The range above reflects the potential base pay across the U.S. for this role (except as noted below); the applicable base pay range will depend on what ultimately is determined to be the candidate’s primary work location. Individual base pay depends on various factors, in addition to primary work location, such as complexity and responsibility of role, job duties/requirements, and relevant experience and skills. Base pay ranges are reviewed and typically updated each year. Offers are made within the base pay range applicable at the time.
At Microsoft certain roles are eligible for additional rewards, including merit increases, annual bonus and stock. These awards are allocated based on individual performance. In addition, certain roles also have the opportunity to earn sales incentives based on revenue or utilization, depending on the terms of the plan and the employee’s role. Benefits/perks listed here may vary depending on the nature of employment with Microsoft and the country work location. U.S.-based employees have access to medical, dental, and vision insurance, a 401(k) plan and company match, short-term and long-term disability coverage, basic life insurance, and wellbeing benefits, among others. U.S.-based employees also receive, per calendar year, up to 10 scheduled paid holidays, and up to 80 hours Holistic Health Time Off. Additionally, hourly/non-exempt employees accrue up to 120 hours paid vacation time, and salaried/exempt employees have Discretionary Time Off (DTO).
Our Commitment to Pay Equity
We are committed to the principle of pay equity – paying employees equitably for substantially similar work. To learn more about pay equity and our other commitments to increase representation and strengthen our culture of inclusion, check out our annual Diversity & Inclusion Report. ( https://www.microsoft.com/en-us/diversity/inside-microsoft/annual-report )
Understanding Roles at Microsoft
The top of this page displays the role for which the base pay ranges apply – Customer Experience Engineering IC4.
The way we define roles includes two things: discipline (the type of work) and career stage (scope and complexity). The career stage has two parts – the first identifies whether the role is a manager (M), an individual contributor (IC), an admin-technician-retail (ATR) job, or an intern. The second part identifies the relative seniority of the role – a higher number (or later letter alphabetically in the case of ATR) indicates greater scope and complexity.
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. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. 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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