Senior Security Engineer
3 weeks ago
Overview
We are seeking a highly skilled Senior Customer Experience Engineer to join our Microsoft Security team. As a key member of our team, you will be responsible for delivering exceptional customer support and ensuring the highest level of satisfaction for our top Security customers.
About the Role
As a Senior Customer Experience Engineer, you will work closely with our customers and Product Managers to deploy solutions that secure their environment, monitor customer health, and own the response to customer support requests in a 24x7x365 environment. You will collaborate with subject matter experts across engineering teams, customer service, and support to ensure customer issues are resolved.
Responsibilities
- Directly engage and support top Security customers to resolve technically complex and critical technical issues.
- Go technically deep across multiple Microsoft Security technologies, actively seeking 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, improving 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 participate in on-call rotations.
- Share support insights and recommendations with engineering, customers, and account teams to prevent repetition of similar issues.
- Collaborate with engineering on new feature design and testing to ensure customer success.
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