Customer Experience Engineering 2

Microsoft Security provides products and services to help customers protect their critical infrastructure, data and workloads. Management forms a key part of securing an environment and Microsoft Intune is an industry leading Mobile Device Management solution.  

Customers and Partners are betting on the cloud and expecting Intune to deliver an unparalleled experience on the service. Support is a vital component of the service and needs to be recognized as a signature experience. We are transforming Intune Support with a modern in-product experience, simplified path for help, and the operating model for services across the company to follow.  Support is an engineering pillar and treated as a first class experience.  If you have passion for Customers and Partners, hunger for groundbreaking change, and demonstrated capability to manage at scale – bring your talent to the Microsoft Security Customer Experience (CXE) team!       

We are looking for a technical specialist who will help drive Intune Support to be a hardened discipline with engineering, an operating business within Intune, and an extraordinary experience for our Customers and Partners. Being able to work independently and as part of a global team will be a key ability for success in this role.  

• 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
• 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 

• Passion for customers
• Production experience in software installation, configuration, web server support, security, monitoring, and change control procedures
• Demonstrated experience in Client Side Support, Hardware/OS, and Networking 
  Sound troubleshooting skills
• Experience with Windows, iOS and Android devices and operating systems
• Ability to deal with the ambiguity associated with working in a fast paced and changing environment.
• Excellent written and oral communication skills
• Familiarity with the Software Development Life Cycle (SDLC) in a faced paced, agile environment
• Leadership: sound problem resolution, judgment, negotiating and decision making skills
• 3+ years’ experience leading supportability and troubleshooting the availability of applications, properties, systems, networks, and servers for high availability enterprise systems 

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. 

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

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.