Microsoft Sr Customer Experience Engineer 

India, Karnataka, Bengaluru 

892730772

• Bachelor's Degree or Masters in Computer Science, Engineering or Equivalent Experience.
• 7+ years' experience in deep technical role in IT (Information Technology), Technical Support, Consulting, Program Management or similar roles and hand-on experience with Microsoft Security & Compliance technologies such as Information Protection, Endpoint Data Loss Prevention, eDiscovery , Data Lifecycle Management, Insider Risk Management ,Information Barriers, Sensitive Information types and /or Microsoft Defender Security
• 4+ years’ 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.
• Demonstrated passion for data driven decision making to help diagnose, resolve, and improve service offerings
• Strong problem-solving skills. Ability to look beyond the problem and contribute to design improvements
• English Language: fluent in reading, writing, and speaking. If English is not native language, proficiency test results is a plus (e.g., TOEFL, TOEIC, Cambridge English Exams)

Preferred Qualifications

• Bachelors or Masters in Computer Science, Engineering 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 Microsoft Security & Compliance technologies and /or , Microsoft Defender Security.
• Multiple Certifications in Microsoft and/or competing Cloud Technologies and/or Security are desired.
• Expertise in the following cloud computing technologies related to Information & Data Security :
• • Information Protection
  • Data Loss Prevention / Endpoint Data Loss Prevention
  • Data lifecycle Management - Governance & Labelling , Classification
  • Policy Management
  • Insider Risk Management
  • eDiscovery & Records Management
  • Communication Compliance
  • Information Barriers
  • Records Management
  • Access & Security Controls
  • Experience with automation languages (PowerShell, etc.) / Power Automate
  • 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.

• 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. that eliminates reoccurring issues and transforms the customer experience.
• Collaborate with engineering on new feature design and testing to ensure customers success