Customer Experience Engineer II

What you'll do

• Directly respond to technical escalations from critical security customers as part of a 24x7 team.
• Engage with solution architects and product managers to resolve complex customer issues rapidly.
• Mentor international team members and support their technical development in Microsoft Entra.
• Diagnose and resolve identity, authentication, authorization, and hybrid identity issues for customers.
• Provide insights and feedback to engineering teams to drive continuous product improvement.
• Collaborate on new feature testing to ensure successful adoption by customers.

What we're looking for

• 5+ years of experience in a deep technical role with hands-on expertise in Identity and Access Management using Microsoft Entra or similar platforms.
• Bachelor's degree in Engineering, Computer Science, IT, Data Analytics/Science, AI, or related field plus relevant work experience.
• Experience directly engaging and managing customer relationships in consultative roles for at least 2 years.
• Strong communication skills to effectively interact with diverse stakeholders including senior leadership.
• Proven ability to collaborate across teams and resolve complex issues beyond organizational boundaries.
• Demonstrated passion for data-driven decision making to diagnose, resolve, and improve service offerings.