Job Title:
Customer Experience Engineer - Ireland
Job Description:
As a member of our Product Health and Escalation team, you will play a critical role in delivering exceptional customer experiences by leveraging our diverse strengths and commitment to empathy, integrity, and continuous improvement. Your primary responsibility will be to respond to technical escalations from Microsoft's top Security customers as part of a 24x7x365 globally distributed Entra engineering team.
You will collaborate with Customer Lead Engineers, Product Managers, and Support Engineers to understand customer architecture, resolve break/fix issues, and support business operations. Additionally, you will maintain deep technical expertise in Microsoft Entra to troubleshoot complex issues, mentor others, and contribute to the growth of a global technical team.
Effective communication is key in this role. You will need to communicate effectively with customers to provide timely updates and gather critical information. Moreover, you will drive product improvement by delivering customer insights, resolving technical challenges, and partnering with engineering to ensure customer success.
Requirements:
* Exceptional written and verbal communication skills, with the ability to tailor messaging to diverse audiences.
* Proven ability to collaborate across teams and overcome obstacles to resolve issues beyond organizational boundaries.
* Strong problem-solving mindset and passion for data-driven decision-making, with the ability to diagnose complex issues, understand customer impact, and improve support experiences.
Preferred Qualifications:
* Expertise in cloud computing technologies related to Microsoft Entra, including Conditional Access Policies, Privileged Identity Management (PIM), Microsoft Entra External ID, and more.
Location:
Dublin, Ireland