Microsoft · 9 hours ago
Customer Experience Engineer II
United States
Full-time
Remote
Mid, Senior Level
$101K/yr - $199K/yr
2+ years expMicrosoft is a leading technology company, and they are seeking a Customer Experience Engineer II to join their Product Health & Escalation team. The role involves directly owning and resolving critical escalations for Microsoft’s top Security customers, focusing on the Microsoft Purview suite while collaborating with various teams to enhance customer experience and product design.
Agentic AIApplication Performance ManagementArtificial Intelligence (AI)Business DevelopmentDevOpsInformation ServicesInformation TechnologyManagement Information SystemsNetwork SecuritySoftware
Responsibilities
Directly engage and respond to technical escalations from Microsoft’s Mission Critical Security Customers as part of a 24x7x365 global 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
Qualification
Required
Bachelor's Degree Engineering, Computer Science, Information Technology (IT), Data Analytics/Science, Artificial Intelligence (AI), or related field AND 2+ years experience in technology industry, cloud, technical support, and/or customer experience engineering OR equivalent experience
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
Preferred
Bachelor's Degree in Engineering, Computer Science, Information Technology (IT), Data Analytics/Science, Artificial Intelligence (AI), or related field AND 5+ years experience in technology industry, cloud, technical support, and/or customer experience engineering OR equivalent experience
1+ year(s) of customer facing 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
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
Company
Microsoft
Microsoft is a software corporation that develops, manufactures, licenses, supports, and sells a range of software products and services.
10001+ employees
H1B Sponsorship
Microsoft has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (9192)
2024 (9343)
2023 (7677)
2022 (11403)
2021 (7210)
2020 (7852)
Funding
Current Stage
Public CompanyTotal Funding
$1MKey Investors
Technology Venture Investors
2022-12-09Post Ipo Equity
1986-03-13IPO
1981-09-01Series Unknown· $1M
Leadership Team
Satya Nadella
Chairman and CEO
Vukani Mngxati
Chief Executive Officer - Microsft South Africa
Recent News
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