The Microsoft Security Customer Experience Engineering (CxE) Team anticipates, amplifies, and systemically solves customer needs, to make the world a safer place for all. It does this by ensuring our product teams, such as Microsoft Entra, Microsoft Intune, Microsoft Defender, and Microsoft Purview are always on the front lines with customers, taking accountability for the end-to-end Microsoft Security customer experience, and that customers have what they need to be successful leveraging our Security suite of products.
The CxE Security Care team has an Intune Product Health and Escalation team focussed on providing customers with great experience using the Intune service and the best possible support experience.
The Microsoft Security organization’s mission of making the world a safer place has never been more important. As threats become more frequent and sophisticated, we drive improvements into our security products that keep our customers, apps and their devices safe.
We are looking for an experienced Microsoft Security Intune Customer Engineer who is passionate about customers, able to solve detailed technical problems and has a thirst for knowledge. You will be equally happy talking to customers or developers and able to create clarity to allow faster progress. You’ll relish learning new things and love the prospect of using AI to drive greater impact.
Microsoft’s mission is to empower every person and every organization on the planet to achieve more. As employees we come together with a growth mindset, innovate to empower others, and collaborate to realize our shared goals. Each day we build on our values of respect, integrity, and accountability to create a culture of inclusion where everyone can thrive at work and beyond.
Responsibilities
- Partner with the Software Engineering team to review architecture/design and provide feedback and guidance as it relates to the customer experience, support & customer impact.
- Lead supportability and troubleshoot the availability of the service.
- Define metrics and analyze system performance.
- Drive process improvements within the team and the larger organization as a whole.
- Provide active coordination across multiple support teams.
- Partner with the software engineering and production support teams to resolve issues.
- Drive bugs/DCRs related to problem management tickets.
- Help to identify the cost associated with each problem management ticket.
- Document processes, best methodologies and technical instructions for Support Groups based off the problem management findings.
- Enable customer support teams and partners in a wide range of technical subjects.
- Voice of the Customer: Identify trends that generate customer calls, review community data, and use that data to drive improvements back into the product.
Qualifications
Required Qualifications:
- Production system experience with Windows 11, Mobile Device Management, cloud-based service and/or Autopilot based deployments.
- Experience with working in a customer support role or in an operations role with a cloud-based service.
Other Qualifications
- 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.
Preferred Qualifications
- Experience leading supportability and troubleshooting the availability of applications, properties, systems, networks, and servers for high availability enterprise systems.
- Excellent written and oral communication skills.
- Ability to deal with the ambiguity associated with working in a fast paced and changing environment..
- Demonstrated experience in Client Side Support, Hardware/OS, and Networking Sound troubleshooting skills.
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Microsoft is an equal opportunity employer. Consistent with applicable law, all qualified applicants will receive consideration for employment without regard to age, ancestry, citizenship, color, family or medical care leave, gender identity or expression, genetic information, immigration status, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran or military status, race, ethnicity, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable local laws, regulations and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations.
