1. Customer Escalation Ownership Engage directly with customers via phone, email, and web channels, providing clear, structured, and confident updates during high-severity incidents. Act as a trusted technical advisor during complex, sensitive, and high-pressure situations. Apply structured, repeatable approaches to escalation management to improve consistency and time-to-mitigation. Success is demonstrated by: Predictable and timely resolution of high-priority Purview escalations. Reduced recur…
Responsibilities
Restore and maintain customer confidence through transparency, accountability, and structured problem-solving. Collaborate closely with Software Engineers, Product Managers, Solution Architects, and Support Engineers to deliver durable, high-quality resolutions. Contribute to improvements in product reliability, diagnostics, documentation, and self-remediation guidance. Participate in feature readiness reviews, validation testing, and design discussions to prevent future customer impact. Visible impact on product quality, supportability, and operational rigor across CXE Care.
Required Qualifications
Bachelor's degree in engineering, Computer Science, or equivalent practical experience. 5+ years of experience in technical roles such as Support Engineering, Consulting, or Program Management. 3+ years of experience engaging customers in high-impact, consultative technical roles. Excellent written and verbal communication skills, with the ability to explain complex technical concepts clearly. Experience collaborating directly with Product Engineering teams to improve product quality and supportability. Passion for data-driven problem solving and continuous service improvement. Experience using AI, automation, and modern tooling to improve investigation workflows and operational efficiency. Demonstrated ability to mentor peers and positively influence technical practices.
Original Posting
This role is sourced from Microsoft. Apply on Microsoft careers page