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, troubleshoot issues, and support business operations in resolving critical escalations swiftly.
* Share insights and recommendations with customers, support, and account teams; contribute to customer-facing documentation to facilitate self-remediation of known product issues.
* Collaborate with software engineers to diagnose, troubleshoot, and resolve complex product problems.
* Maintain technical expertise in the Microsoft Purview suite, troubleshooting issues related to information protection, data loss prevention, data lifecycle management, and governance.
* Mentor team members and support the technical development of an international team.
* Communicate with customers to provide updates and gather additional information as needed.
* Provide feedback to Engineering and Product Management teams for continuous improvement.
* Collaborate with engineering on new feature design and testing to ensure customer success.
Qualifications
* Experience in a deep technical role in IT, Technical Support, Consulting, Program Management, or similar, with hands-on experience in Microsoft Security and Compliance technologies such as Information Protection, Endpoint Data Loss Prevention, eDiscovery, Data Lifecycle Management, Insider Risk Management, and related tools.
* Experience managing customer relationships in consultative or account management roles.
* Exceptional written and verbal communication skills, adaptable to different audiences.
* Ability to collaborate across teams and resolve issues beyond team boundaries.
* Passion for data-driven decision-making to diagnose, resolve, and improve services.
* Strong problem-solving skills with a focus on design improvements.
* Fluent in English (reading, writing, speaking); proficiency test results are a plus if English is not native.
Additional or Preferred Qualifications
* Bachelor’s or Master’s Degree in Computer Science, Engineering, or equivalent experience.
* Multiple certifications in Microsoft and/or other Cloud Technologies and Security.
* Expertise in cloud security technologies such as Information & Data Security, Data Loss Prevention, Governance & Labeling, Policy Management, Insider Risk Management, eDiscovery, Records Management, and security controls.
* Experience with automation languages (PowerShell, etc.), Power Automate, and development languages (Java, .NET, Python).
* Ability to meet Microsoft, customer, and government security screening requirements, including passing the Microsoft Cloud Background Check.
Microsoft is an equal opportunity employer. All qualified applicants will receive consideration without regard to age, race, gender, disability, or other protected characteristics. For assistance or accommodations due to disability, please contact us via the Accommodation request form.
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