Customer Success Engineer for Microsoft Security

4 weeks ago

Sydney, New South Wales, Australia Microsoft Full time

**Overview of the Role**

We are seeking an experienced Customer Success Engineer to join our Microsoft Security team. As a key member of our team, you will be responsible for delivering exceptional customer experience by resolving critical escalations and providing technical expertise to our customers.

In this role, you will work closely with our customers, product teams, and support engineers to understand customer architecture, break/fix issues, and business operations. You will also collaborate with software engineers to diagnose, troubleshoot, and resolve complex product problems.

The ideal candidate will have extensive experience in a technical role leading complex and highly visible customer engagements. 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.

**Key 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.

**Requirements:**

  • Extensive experience in a technical role leading complex and highly visible customer engagements.
  • Excellent negotiation skills and ability to communicate complex technical information effectively through verbal and written communication.
  • Experience working in a 24x7x365 environment and ability to manage multiple priorities and deadlines.
  • Strong understanding of security products and technologies, including Microsoft Purview.

**Benefits:**

This is a salaried position with a competitive salary range of $120,000 - $180,000 per year, depending on experience. We also offer a comprehensive benefits package, including medical, dental, and vision insurance, 401(k) matching, and paid time off.

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