Overview

#MSFTSecurity

About Microsoft Security:
Microsoft’s cloud business is experiencing unprecedented growth. As organizations accelerate their digital transformation, they rely on Microsoft Security cloud services to safeguard data, protect identities, and manage devices at scale.

About the Role:

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. 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 a dedicated Operations & Enablement team with a charter to drive operational excellence to scale our business and ensure a positive, predictable customer experience. We have an exciting opportunity for a technical product manager to drive a program that works with support and multiple product engineering teams to deliver consistent and reliable support experience for our customers.

We deeply believe that having a variety of backgrounds, experiences, and abilities at every level of our team makes us better. We strive to be respectful and inclusive of all perspectives, constantly learn from each other and from our own mistakes, and collaborate closely within and across teams to create a better future for our employees as well as our customers. Come join us!

Responsibilities

Product/service definition

• Identifies and utilizes engineering tools, customer telemetry and/or direct customer input to flag the patterns of defects/signals in the products or products misuse, or issues across customers.

• Tracks customer incidents and engages with challenging and/or strategic customers and partners to understand the issue, inform them about the active cases, and communicate progress and next steps to customers.

• Contributes to or investigates and troubleshoots the issues using diagnostics.

• Ensures issues/incidents reported by customers are moving through the system.

• Gathers and synthesizes feedback from challenging and/or strategic customers and partners with broader context (e.g., industry and regulatory needs/standards) to learn ways in which customers and partners use the product and identify feature and knowledge gaps, misconfigurations, metrics, and key performance indicators (KPIs) in the current product.

• Collaborate with partners and stakeholders to discuss product strategy and product roadmaps by understanding customer scenarios.
• Helps implement automation of complex solutions and new features/tools to improve products.

• Consistently shares insights and best practices with customers and internal partners on these product improvements.

• Identifies and recommends changes to content improvement or troubleshooting guides.

• Recommends and helps develop training/readiness modules (e.g., mentoring, leading triages, content creation, brown bag sessions, blogs, quality assurance checks).

• Recommends solutions for closing skill gaps on readiness needs.

• Acts as a mentor, shares knowledge, and contributes to the content and readiness strategy for the discipline.

• Conducts feature reviews on new deployment to identify gaps and content improvement opportunities.

• Provides guidance to customers on designing configurations and deploying solutions on Microsoft platforms.

Relationship/Experience Management

• Proactively conducts health checks to ensure customer environment (e.g., product, service, feature) is optimized and configured for deployment, including all complex pending issues are resolved.

• Provides guidance to customers on understanding and implementing new versions, software updates, and releases of platforms within Microsoft.

• Showcases the functions and purposes of new deployment to the customers and answers their questions/concerns.

• Serves as a connecting point between the engineering team and customers leadership throughout the solution lifecycle. Engages with customers to understand their business and availability needs to then develop guidance to meet deployment needs.

• Handles complex escalations on customer issues from the support or field teams.

• Escalates specific customer issues to appropriate teams, seniors or managers within the team, if more assistance is needed.

• Conducts impact analysis to determine the priority of the escalations.

• Conducts root-cause analysis of the issues and convert issues to improvement opportunities.
• Communicates progress and keeps stakeholders aligned with respect to escalations.

• Serves as an escalation resource in areas of subject matter expertise.

• Represents team on highly complex issues and answers a large variety of technical questions and concerns.

• Acts as a voice of customers (VOCs) to directionally inform relevant product and business groups on customers product experience and usage.

• Helps relevant product and business groups to identify upscale and new customer opportunities.

• Leverages customers' feedback to provide input on business plans developed by the product and business groups.

• Identifies customer usage patterns and shares insights on reoccurring customer issues with relevant product and business groups.

• Engages with feature and product groups on redesign/customer requested changes for Microsoft products.

• Closes the loop of feedback with the customers on product features.

• Partners with other teams (e.g., program managers, software engineers, product, customer service support [CSS] teams) to prioritize, unblock, and resolve complex customer issues.

• In collaboration with internal partner team, delivers solutions back to the customers.

• Facilitates discussions with stakeholders on customer progression and common types of customer issues.

• Builds partnerships with internal technical teams to prepare for new feature/product launch and update the troubleshooting resources and internal and external content.

• Communicates the translation of signals into actionable insights/trends to product teams to improve service reliability.

• Coordinates with stakeholders (e.g., engineering/product teams) to develop mechanisms that improve the customer health engagement and reduce the turnover time.

Qualifications

Minimum:

• Required/Minimum Qualifications
• Bachelor’s Degree preferred engineering degree
  • OR equivalent experience.
• Additional or Preferred Qualifications
  • Bachelor's Degree AND extensive experience in product/service/project/program management/support or software development

OR equivalent experience.

This position will be open for a minimum of 5 days, with applications accepted on an ongoing basis until the position is filled.

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Microsoft is an equal opportunity employer. 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 with religious accommodations and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations.