Security Operations Engineer - Customer Experience

The Cloud & AI organization accelerates Microsoft’s mission and bold ambitions to ensure that our company and industry is securing digital technology platforms, devices, and clouds in our customers’ heterogeneous environments, as well as ensuring the security of our own internal estate. Our culture is centered on embracing a growth mindset, a theme of inspiring excellence, and encouraging teams and leaders to bring their best each day. In doing so, we create life-changing innovations that impact billions of lives around the world. Microsoft is one of the largest enterprise service companies in the world.

In doing so, we create life-changing innovations that impact billions of lives around the world. As Microsoft continues to evolve its secure infrastructure and elevate customer trust, the Secure Production Access (SPA) team is seeking a Security Operations Engineer– Customer Experience to lead the charge in delivering a world-class support experience for our customers. SPA is at the forefront of enabling secure access to production environments, ensuring that Microsoft services remain resilient, compliant, and secure. In this role, you will be the voice of the customer, owning customer experience end-to-end. This includes overseeing a team of support agents to deliver seamless, high-impact support services and driving product improvements to address common user pain points. You’ll work across engineering, operations, and customer support to ensure that every interaction with SPA tools and services is intuitive, efficient, and secure. 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. In alignment with our Microsoft values, we are committed to cultivating an inclusive work environment for all employees to positively impact our culture every day.

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.

In alignment with our Microsoft values, we are committed to cultivating an inclusive work environment for all employees to positively impact our culture every day.

Responsibilities

Voice of the Customer

• Own the Support Experience for the secure device program, ensuring customer satisfaction and effective issue resolution across all support layers
• Build customer feedback mechanisms and implement continuous improvement efforts to quickly address customer pain points
• Define, communicate and measure key success metrics to monitor program success
• Create high quality, customer-facing documentation for onboarding, program processes, and self-help solutions

Product Excellence

• Develop a deep understanding of the product and its engineering infrastructure to enable seamless collaboration with product engineers
• Analyze support ticket data to identify common support issues and drive fixes with product engineering to address root causes
• Translate customer feedback into actionable features, and partner with engineering to deliver meaningful improvements to customer experience

Support Team Management

• Lead a team of contractor support agents to provide front-line customer support services
• Build troubleshooting guides and standard operating procedures for ticket resolution
• Track supplier performance against program success metrics, and address any gaps in service
• Foster an environment of learning to develop product and service experts within the team

Lead with Data

• Implement telemetry and reporting pipelines across the program ecosystem to monitor program health, measure feature success, and inform roadmap planning
• Effectively communicate status to key stakeholders, and make data-driven decisions

Other

Embody our