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Senior Customer Experience Engineer

Microsoft· Customer Experience Engineering
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PragueCZK 1338k - CZK 2448kfull-timePosted 4d ago

About the role

Senior Security Customer Experience Engineer within the Agentic Support Engineering team of the Security Customer Value Creation organization. Responsible for owning and resolving critical escalations from Microsoft’s top Security customers focused on the Purview suite, engaging with cross-functional teams, and contributing to product improvement and customer adoption.

Responsibilities

  • Directly engage and respond to technical escalations from Microsoft’s Mission Critical Security Customers as part of a 24x7x365 global Purview engineering team.
  • Deeply engage with Solution Architects, Product Managers, and Support Engineers to understand customer architecture, break/fix issues, and business operations as you help resolve critical escalations swiftly.
  • Share insights and recommendations with customers, support, and account teams and contribute to customer-facing documentation to enable self-remediation to known product issues.
  • Collaborate with software engineers to diagnose, troubleshoot, and resolve complex product problems.
  • Maintain technical depth in the Microsoft Purview suite and troubleshoot issues related to information protection, data loss prevention, data lifecycle management and governance.
  • Mentor others and support the technical development of an international team.
  • Communicate with customers to provide updates and gather additional information as needed.
  • Provide insights and feedback to Engineering and Product Management teams to drive continuous improvement.
  • Collaborate with engineering on new feature design and testing to ensure customer success.

Qualifications

  • Bachelor's Degree in Engineering, Computer Science, or related field AND experience in software industry related to technology OR equivalent experience.
  • Experience in a deep technical role in IT, Technical Support, Consulting, Program Management or similar roles and hands-on experience with Microsoft Security and Compliance technologies such as Information Protection, Endpoint Data Loss Prevention, eDiscovery, Data Lifecycle Management, Insider Risk Management, Sensitive Information Types and/or Exchange, Office 365, and Microsoft Defender.
  • Experience directly engaging and managing customer relationships in consultative or account management-oriented roles.

Skills

Required:Customer escalation managementMicrosoft Purview knowledgeCross-functional collaboration

Benefits

  • This position mentions base pay range for Czechia and links to additional benefits information, but specific benefits are not enumerated in the description.
Last updated Oct 23, 2026. Interested? Apply on the company site.

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