11 Nps jobs in Ireland

Do you want to help customers secure their environments and maximize the value of Microsoft cloud services? Are you eager to interact with clients and protect their data? Join us in one of Microsoft's fastest-growing businesses where our mission is to make the world a safe place.
We are the Customer Escalation Management team, within the Security Customer Experience Engineering organization at Microsoft. We are here to deliver exceptional customer experience by leveraging our team's diverse strengths and unwavering commitment to empathy, integrity, and continuous improvement. We advocate and evangelize for our customers within Microsoft, ensuring their product needs are met through proactive escalation management and effective collaboration within engineering and partner teams. By being there when our customers need us the most, and boldly doing the right thing, we retain trust of our customers and empower them to achieve success.
About the role
As a Senior Customer Experience Engineer within the Customer Escalation Management team, you will be responsible to directly own and resolve critical escalations raised by Microsoft's top Security customers. You will manage response to customer escalation requests via phone, email, or web, representing a 24x7x365 available Microsoft Security Engineering team. As a subject matter expert in Microsoft Purview, you will routinely engage with feature teams, account teams, solution architects, and senior leadership to manage deeply technical customer issues that result in overall product design improvement and accelerate customer adoption. You will have an opportunity to be at the forefront of emerging technologies, and as you learn and grow you will have opportunities to contribute to the technical growth of your peers.
In this role we are seeking individuals who put the customers first, demonstrate empathy, possess strong communication skills, have a growth mindset, and can maintain deep technical expertise in the Microsoft Purview portfolio of services. Successful candidates will join one of the most customer-connected engineering teams at Microsoft. This is a technical role in a fast-paced team within Security Engineering that involves direct interaction with a varied set of stakeholders within Microsoft.
The ideal candidate should have extensive experience in a technical role leading complex and highly visible customer engagements. Throughout their career, they must have managed situations where stakes were high, exhibited situational leadership, developed excellent negotiation skills, and refined their ability to communicate complex technical information effectively through verbal and written communication. They will have used data-driven decision-making, are comfortable with ambiguity, and demonstrated aptitude for quickly acquiring new skills.
#PurviewJobs #MicrosoftSecurity
#CXESECURITY
**Responsibilities**
- Directly engage and respond to technical escalations from Microsoft's Mission Critical Security Customers as part of a 24x7x365 globally dispersed 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 in a swift manner.
- Share insights and recommendations with customers, support, and account teams as well as help contribute to customer-facing documentation to ensure 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 as you actively troubleshoot and resolve customer issues pertaining to information protection, data loss prevention, data lifecycle management and governance.
- Utilize your knowledge and expertise to 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 customers success
**Qualifications**
- Experience in 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.
- Demonstrated exceptional written and verbal communication skills with ability to adjust communication style based on the audience.
- Demonstrated ability to collaborate across teams and overcome obstacles by resolving issues regardless of team boundaries.
- Demonstrated passion for data driven decision making to help diagnose, resolve, and improve service offerings.
- Strong problem-solving skills. Ability to look beyond the problem and contribute to design improvements.
- English Language: fluent in reading, writing and speaking. If English is not native language, proficiency test results is a plus (e.g., TOEFL, TOEIC, Cambridge English Exams)
- Bachelors or Masters Degree in Computer Science, Engineering or Equivalent Experience.
- Experience in 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.
- Multiple Certifications in Microsoft and/or competing Cloud Technologies and/or Security is desired.
- Expertise in the following cloud computing technologies related to Information & Data Security :
- Information Protection
- Data Loss Prevention / Endpoint Data Loss Prevention
- Data lifecycle Management - Governance & Labelling, Classification
- Policy Management
- Insider Risk Management
- eDiscovery & Records Management
- Communication Compliance
- Information Barriers
- Records Management
- Access & Security Controls
- Experience with automation languages (PowerShell, etc.) / Power Automate
- Experience with IDE and Development Languages (JAVA, .NET, Python)
Background Check Requirements:
The 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.
Microsoft is an equal opportunity employer. Consistent with applicable law, 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 and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations ( .

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 a 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!
#CXESECURITY
**Responsibilities**
**Product/service definition**
+ Utilizes engineering tools, customer telemetry and/or direct customer input to identify and flag the defects/signals in the product or product misuse, or an issue with the customer.
+ Build and Integrate AI Agentic power to improve and accelerate the customer's experience.
+ Tracks customer incidents, and engages with 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.
+ Gathers feedback from the customers and partners to learn ways in which customers and partners use the service and identify feature and knowledge gaps, misconfigurations, metrics, and key performance indicators (KPIs) in the current product.
+ Implements new features/tools to improve products.
+ Helps customers and partners stay current with best practices by sharing content via multiple forums.
+ Identifies content improvement or troubleshooting guides.
+ Helps implement automation of complex solutions for the team.
+ Identifies and leverages potential developmental opportunities across product areas and business processes (e.g., mentorships, shadowing, trainings) for professional growth and to develop and execute on technical intensity/skilling to resolve customer issues.
+ Conducts health checks to ensure customer environment (e.g., product, service, feature) is optimized and configured for deployment.
+ Provides guidance to customers on understanding and implementing new versions, software updates, and releases of platforms within Microsoft.
+ Conducts feature reviews on new deployment to identify gaps.
+ With managerial support, provides guidance to customers on designing configurations and deploying solutions on Microsoft platforms.
**Relationship/Experience Management**
+ Serves as a connecting point between the engineering team and customer representatives throughout the solution lifecycle.
+ Engages with customers to understand their business and availability needs to then help develop guidance to meet deployment needs.
+ Serves as a connecting point and escalates specific customer issues to appropriate teams to resolve customer issues.
+ Communicates progress and keeps stakeholders aligned with respect to escalations.
+ Handles escalations on customer issues from the support or field teams.
+ Escalates issues to seniors or managers within the team, if needed.
+ Conducts root-cause analysis of the issues and follows up with the customers.
+ Collaborates with the relevant product and business groups on how customers use the product.
+ Understands and identifies gaps in customer scenarios and product limitations.
+ Provides details to the product and business groups on customer product experience and usage.
+ Acts as a voice of customers (VOCs) to inform product and business groups on customer product experience and usage.
+ Partners with other teams (e.g., program managers, software engineers, product, customer service support (CSS) teams) to review and unblock, and resolve customer incidents/issues.
+ Collaborates with internal partner teams to support delivery of solutions back to the customer.
+ Informs stakeholders on customer progression including issues.
+ Builds partnerships with internal technical teams to update the troubleshooting resources.
+ Works with the relevant product and business groups to resolve customer issues.
**Qualifications**
Required Qualifications
+ Bachelor's Degree in Engineering, Computer Science, Information Technology (IT), Data Analytics/Science, Artificial Intelligence (AI), or related field.
+ Proven experience in the technology industry, cloud, technical support, and/or customer experience engineering OR equivalent experience.
Additional or Preferred Qualifications
+ Extensive experience in product/service/project/program management or software development.
+ Bachelor's Degree in Engineering, Computer Science, Information Technology (IT), Data Analytics/Science, Artificial Intelligence (AI).
+ Practical experience in a customer facing environment.
Knowledge, Skills, Abilities
+ Data Analysis
+ Project Management
+ Cloud Architectures and technologies
+ System administration (Windows, Linux, xOS)
+ Networking and Web technologies knowledge
+ Quality Assurance
+ Stakeholder Management
+ Technical acumen
+ Agility
**Other Requirements**
_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 background and Microsoft Cloud background check upon hire/transfer and every two years thereafter._
#MSFTSECURITY
Microsoft is an equal opportunity employer. Consistent with applicable law, 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 and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations ( .

We are the Product Health and Escalation team within the Security Customer Experience Engineering organization. Our goal is to deliver exceptional customer experiences by leveraging our team's diverse strengths and commitment to empathy, integrity, and continuous improvement. We advocate for our customers within Microsoft, ensuring their needs are met through escalation management and collaboration across engineering and partner teams. By being present when our customers need us most and boldly doing the right thing, we retain their trust and empower their success.
As a Senior Security Customer Experience Engineer on the Product Health and Escalation team, you will own and resolve critical escalations from Microsoft's top Security customers. You'll respond to those customers' escalation requests via phone, email, or web, representing a 24x7x365 Microsoft Security Engineering team. As a subject matter expert in Microsoft Entra, you'll engage with feature teams, account teams, and leadership to manage deeply technical issues and ensure fast resolution and excellent customer experience
This role places you at the forefront of emerging technologies. As you grow, you'll also contribute to the technical development of your peers. We're looking for individuals who put customers first, show empathy, communicate effectively, and maintain deep technical expertise in the Microsoft Entra portfolio. Successful candidates will join one of Microsoft's most customer-connected engineering teams.
The ideal candidate has extensive experience leading complex, high-stakes customer engagements. They've demonstrated situational leadership, negotiation skills, and the ability to communicate complex technical information clearly. They use data-driven decision-making, thrive in ambiguity, and quickly acquire new skills.
#EntraJobs #MicrosoftSecurity
#CXESECURITY
**Responsibilities**
+ Respond to technical escalations from Microsoft's Mission Critical Security Customers as part of a 24x7x365 globally distributed Entra engineering team.
+ Collaborate with Customer Lead Engineers, Product Managers, and Support Engineers to understand customer architecture, resolve break/fix issues, and support business operations.
+ Share actionable insights and recommendations with customers, support, and account teams to drive self-remediation to known product issues.
+ Maintain deep technical expertise in Microsoft Entra to troubleshoot complex issues, mentor others and contribute to the growth of a global technical team.
+ Communicate effectively with customers to provide timely updates and gather critical information.
+ Drive product improvement by delivering customer insights, resolving technical challenges, and partnering with engineering to ensure customer success.
**Qualifications**
+ Bachelor's Degree Engineering, Computer Science, Information Technology (IT), Data Analytics/Science, Artificial Intelligence (AI), or related field, experience in a technology industry, cloud, technical support, and/or customer experience engineering OR equivalent experience
+ Customer facing experience
+ Exceptional written and verbal communication skills, with the ability to tailor messaging to diverse audiences
+ Proven ability to collaborate across teams and overcome obstacles to resolve issues beyond organizational boundaries
+ Strong problem-solving mindset and passion for data-driven decision making, with the ability to diagnose complex issues, understand customer impact, and improve support experiences
**Preferred qualifications**
Expertise in the following cloud computing technologies related to Microsoft Entra:
+ Conditional Access Policies
+ Privileged Identity Management (PIM)
+ Microsoft Entra External ID
+ Managed Identities & Federated Identity Credentials
+ Azure AD Connect, Cloud Sync & Hybrid Identity Component
+ Entra Registered Devices
+ Entra integrations with other security products like Intune
**Other Requirements**
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:
+ _This position will be required to pass the Microsoft background and Microsoft Cloud background check upon hire/transfer and every two years thereafter._
+ _Microsoft Cloud Background Check: This position will be required to pass the Microsoft background and Microsoft Cloud background check upon hire/transfer and every two years thereafter._
Microsoft is an equal opportunity employer. Consistent with applicable law, 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 and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations ( .

Are you ready to join a game-changing open-source AI platform that harnesses the power of hybrid cloud to drive innovation?
The Red Hat OpenShift AI (RHOAI) team is looking for a Senior Customer Experience Engineer with Customer testing and exploration experience to join our rapidly growing engineering team. Our focus is to create a platform, partner ecosystem, and community by which enterprise customers can solve problems to accelerate business success using AI. This is a very exciting opportunity to build and impact the next generation of hybrid cloud MLOps platforms, contribute to the development of the RHOAI product, participate in open source communities, and be at the forefront of the exciting evolution of AI. You'll join an ecosystem that fosters continuous learning, career growth, and professional development.
As a core contributor for one of our OpenShift AI teams, you will have the opportunity to actively participate in one of our component teams as well as the affiliated open-source communities. You will work as part of an evolving development team to rapidly design, secure, build, test, and release new capabilities. The role is primarily an individual contributor who collaborates closely with other developers and cross-functional teams. You should have a passion for working in open-source communities and for developing solutions that integrate Red Hat, open-source, and partner technologies into a cohesive platform.
At Red Hat, our commitment to open source innovation extends beyond our products - it's embedded in how we work and grow. Red Hatters embrace change - especially in our fast-moving technological landscape - and have a strong growth mindset. That's why we encourage our teams to proactively, thoughtfully, and ethically use AI to simplify their workflows, cut complexity, and boost efficiency. This empowers our associates to focus on higher-impact work, creating smart, more innovative solutions that solve our customers' most pressing challenges.
**What you will do**
+ Contribute to the architecture, design, development, and testing of new features and solutions for RHOAI
+ Test like a customer and provide feedback and recommendations on how to make our RHOAI platform better
+ Innovate in the **MLOps** domain by participating in upstream communities
+ Ensure non-functional requirements including security, resiliency, and maintainability are met
+ Write unit and integration tests and work with quality engineers to ensure product quality
+ Use **CI/CD** best practices to deliver solutions as productization efforts into RHOAI
+ Contribute to a culture of continuous improvement by sharing recommendations and technical knowledge with team members
+ Demonstrate proficiency in utilizing **LLMs** (e.g., Google Gemini), as relevant, for tasks such as brainstorming solutions, deep research, summarizing technical documentation, drafting communications, summarizing complex technical information, and enhancing problem-solving efficiency across the development lifecycle.
+ Collaborate with product management, other engineering and cross-functional teams to analyze and clarify business requirements
+ Communicate effectively to stakeholders and team members to ensure proper visibility of development efforts
+ Explore and experiment with emerging AI technologies relevant to software development, proactively identifying opportunities to incorporate new AI capabilities into existing workflows and tooling.
+ Employ AI-driven testing frameworks to automate test case generation, optimize test execution, identify potential edge cases, and enhance overall test coverage and reliability.
+ Give thoughtful and prompt code reviews
+ Represent RHOAI in external engagements including industry events, customer meetings, and open source communities
+ Mentor and guide other engineers
+ Explore and experiment with emerging AI technologies relevant to software development, proactively identifying opportunities to incorporate new AI capabilities into existing workflows and tooling.
**What you will bring**
+ Strong experience developing applications in **Go or Python** , or other language
+ Strong experience in **Kubernetes, OpenShift** or other cloud-native technologies
+ Strong experience of **testing User Experience scenarios** and providing succinct and accurate feedback for improvements
+ Ability to quickly learn and guide others on using new tools and technologies
+ Experience with source code management tools such as **Git**
+ Innovation skills and a passion for technology
+ Strong system understanding and **troubleshooting capabilities**
+ Autonomous work ethic, thriving in a dynamic, fast-paced environment.
+ Familiarity with **data science workflows** and **machine learning pipelines.**
+ Excellent written and verbal communication skills
**The following will be considered a plus:**
+ While a Bachelor's degree or higher in computer science or a related discipline is valued, we prioritize practical experience and technical prowess
+ Understanding of how **Open Source and Free Software communities work**
+ Experience with development for public cloud services ( **AWS, GCE, Azure** )
+ Experience working with or deploying **MLOps platforms**
**About Red Hat**
Red Hat ( is the world's leading provider of enterprise open source ( software solutions, using a community-powered approach to deliver high-performing Linux, cloud, container, and Kubernetes technologies. Spread across 40+ countries, our associates work flexibly across work environments, from in-office, to office-flex, to fully remote, depending on the requirements of their role. Red Hatters are encouraged to bring their best ideas, no matter their title or tenure. We're a leader in open source because of our open and inclusive environment. We hire creative, passionate people ready to contribute their ideas, help solve complex problems, and make an impact.
**Inclusion at Red Hat**
Red Hat's culture is built on the open source principles of transparency, collaboration, and inclusion, where the best ideas can come from anywhere and anyone. When this is realized, it empowers people from different backgrounds, perspectives, and experiences to come together to share ideas, challenge the status quo, and drive innovation. Our aspiration is that everyone experiences this culture with equal opportunity and access, and that all voices are not only heard but also celebrated. We hope you will join our celebration, and we welcome and encourage applicants from all the beautiful dimensions that compose our global village.
**Equal Opportunity Policy (EEO)**
Red Hat is proud to be an equal opportunity workplace and an affirmative action employer. We review applications for employment without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, ancestry, citizenship, age, veteran status, genetic information, physical or mental disability, medical condition, marital status, or any other basis prohibited by law.
**Red Hat does not seek or accept unsolicited resumes or CVs from recruitment agencies. We are not responsible for, and will not pay, any fees, commissions, or any other payment related to unsolicited resumes or CVs except as required in a written contract between Red Hat and the recruitment agency or party requesting payment of a fee.**
**Red Hat supports individuals with disabilities and provides reasonable accommodations to job applicants. If you need assistance completing our online job application, email** ** ** **. General inquiries, such as those regarding the status of a job application, will not receive a reply.**

Are you ready to join a game-changing open-source AI platform that harnesses the power of hybrid cloud to drive innovation?
The Red Hat OpenShift AI (RHOAI) team is looking for a Senior Customer Experience Engineer with Customer testing and exploration experience to join our rapidly growing engineering team. Our focus is to create a platform, partner ecosystem, and community by which enterprise customers can solve problems to accelerate business success using AI. This is a very exciting opportunity to build and impact the next generation of hybrid cloud MLOps platforms, contribute to the development of the RHOAI product, participate in open source communities, and be at the forefront of the exciting evolution of AI. You'll join an ecosystem that fosters continuous learning, career growth, and professional development.
As a core contributor for one of our OpenShift AI teams, you will have the opportunity to actively participate in one of our component teams as well as the affiliated open-source communities. You will work as part of an evolving development team to rapidly design, secure, build, test, and release new capabilities. The role is primarily an individual contributor who collaborates closely with other developers and cross-functional teams. You should have a passion for working in open-source communities and for developing solutions that integrate Red Hat, open-source, and partner technologies into a cohesive platform.
At Red Hat, our commitment to open source innovation extends beyond our products - it's embedded in how we work and grow. Red Hatters embrace change - especially in our fast-moving technological landscape - and have a strong growth mindset. That's why we encourage our teams to proactively, thoughtfully, and ethically use AI to simplify their workflows, cut complexity, and boost efficiency. This empowers our associates to focus on higher-impact work, creating smart, more innovative solutions that solve our customers' most pressing challenges.
**What you will do**
+ Contribute to the architecture, design, development, and testing of new features and solutions for RHOAI
+ Test like a customer and provide feedback and recommendations on how to make our RHOAI platform better
+ Innovate in the **MLOps** domain by participating in upstream communities
+ Ensure non-functional requirements including security, resiliency, and maintainability are met
+ Write unit and integration tests and work with quality engineers to ensure product quality
+ Use **CI/CD** best practices to deliver solutions as productization efforts into RHOAI
+ Contribute to a culture of continuous improvement by sharing recommendations and technical knowledge with team members
+ Demonstrate proficiency in utilizing **LLMs** (e.g., Google Gemini), as relevant, for tasks such as brainstorming solutions, deep research, summarizing technical documentation, drafting communications, summarizing complex technical information, and enhancing problem-solving efficiency across the development lifecycle.
+ Collaborate with product management, other engineering and cross-functional teams to analyze and clarify business requirements
+ Communicate effectively to stakeholders and team members to ensure proper visibility of development efforts
+ Explore and experiment with emerging AI technologies relevant to software development, proactively identifying opportunities to incorporate new AI capabilities into existing workflows and tooling.
+ Employ AI-driven testing frameworks to automate test case generation, optimize test execution, identify potential edge cases, and enhance overall test coverage and reliability.
+ Give thoughtful and prompt code reviews
+ Represent RHOAI in external engagements including industry events, customer meetings, and open source communities
+ Mentor and guide other engineers
+ Explore and experiment with emerging AI technologies relevant to software development, proactively identifying opportunities to incorporate new AI capabilities into existing workflows and tooling.
**What you will bring**
+ Strong experience developing applications in **Go or Python** , or other language
+ Strong experience in **Kubernetes, OpenShift** or other cloud-native technologies
+ Strong experience of **testing User Experience scenarios** and providing succinct and accurate feedback for improvements
+ Ability to quickly learn and guide others on using new tools and technologies
+ Experience with source code management tools such as **Git**
+ Innovation skills and a passion for technology
+ Strong system understanding and **troubleshooting capabilities**
+ Autonomous work ethic, thriving in a dynamic, fast-paced environment.
+ Familiarity with **data science workflows** and **machine learning pipelines.**
+ Excellent written and verbal communication skills
**The following will be considered a plus:**
+ While a Bachelor's degree or higher in computer science or a related discipline is valued, we prioritize practical experience and technical prowess
+ Understanding of how **Open Source and Free Software communities work**
+ Experience with development for public cloud services ( **AWS, GCE, Azure** )
+ Experience working with or deploying **MLOps platforms**
**About Red Hat**
Red Hat ( is the world's leading provider of enterprise open source ( software solutions, using a community-powered approach to deliver high-performing Linux, cloud, container, and Kubernetes technologies. Spread across 40+ countries, our associates work flexibly across work environments, from in-office, to office-flex, to fully remote, depending on the requirements of their role. Red Hatters are encouraged to bring their best ideas, no matter their title or tenure. We're a leader in open source because of our open and inclusive environment. We hire creative, passionate people ready to contribute their ideas, help solve complex problems, and make an impact.
**Inclusion at Red Hat**
Red Hat's culture is built on the open source principles of transparency, collaboration, and inclusion, where the best ideas can come from anywhere and anyone. When this is realized, it empowers people from different backgrounds, perspectives, and experiences to come together to share ideas, challenge the status quo, and drive innovation. Our aspiration is that everyone experiences this culture with equal opportunity and access, and that all voices are not only heard but also celebrated. We hope you will join our celebration, and we welcome and encourage applicants from all the beautiful dimensions that compose our global village.
**Equal Opportunity Policy (EEO)**
Red Hat is proud to be an equal opportunity workplace and an affirmative action employer. We review applications for employment without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, ancestry, citizenship, age, veteran status, genetic information, physical or mental disability, medical condition, marital status, or any other basis prohibited by law.
**Red Hat does not seek or accept unsolicited resumes or CVs from recruitment agencies. We are not responsible for, and will not pay, any fees, commissions, or any other payment related to unsolicited resumes or CVs except as required in a written contract between Red Hat and the recruitment agency or party requesting payment of a fee.**
**Red Hat supports individuals with disabilities and provides reasonable accommodations to job applicants. If you need assistance completing our online job application, email** ** ** **. General inquiries, such as those regarding the status of a job application, will not receive a reply.**

The Customer Experience Engineering (CxE) CARE organization is a foundational part of Microsoft Security's mission to make the world a safer place. We anticipate and solve customer support needs by amplifying the voice of the customer within engineering and delivering scalable, high-impact solutions. Every engagement is designed to build trust, resilience, and long-term success-guided by a deep commitment to diversity, inclusion, and innovation.
We're looking for a Principal Security Customer Engineer who are passionate about customer success and energized by solving complex technical challenges. If you thrive in environments where innovation and empathy shape the customer experience, you'll find purpose here. Be on the cusp of innovation where generative AI solutions such as Microsoft Security CoPilot are helping security and IT professionals respond to cyberthreats faster and process signals as scale. Join a team of cloud professionals who believe that delivering extraordinary support is not just a function-but a mission.
As a Principal Security Customer Engineer you'll serve as a trusted advisor and engineering advocate for Microsoft's most strategic customers up through CISO/Executive levels. You'll lead proactive guidance, accelerated incident resolution, and seamless collaboration across Microsoft Security's product portfolio with some of the most strategic customers. As a Principal level leader, you will also be responsible lead initiatives to mature the program and helping to coach and grow other team members. This role is ideal for engineers with strong cross-functional skills, deep technical expertise, experience managing high-intensity situations, and a passion for driving customer outcomes through engineering-led support.
The ideal candidate should have extensive experience in a technical role leading complex and highly visible customer engagements. Throughout their career, they must have managed situations where stakes were high, exhibited situational leadership, developed excellent negotiation skills, and refined their ability to communicate complex technical information effectively through verbal and written communication. They will have contributed to the maturity of the team used data-driven decision-making, are comfortable with ambiguity, and demonstrated aptitude for quickly acquiring new skills. 
**Responsibilities**
- Maintain technical depth in Microsoft Security product(s) as you actively troubleshoot and resolve customer issues.
- Directly engage and respond to technical escalations from Microsoft's Security customers as part of a 24x7x365 globally dispersed engineering team.
- Deeply engage with Customer Lead Engineers, Product Managers, and Support Engineers to understand customer architecture, break/fix issues, and business operations as you help resolve critical escalations in a swift manner.
- Identify and lead program-wide improvements
- Mentor and grow others
- Share insights and recommendations with customers, support, and account teams to ensure self-remediation to known product issues.
- Collaborate with software engineers on behalf of customer to diagnose, troubleshoot, and resolve complex product problems.
- Utilize your knowledge and expertise to 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 customer issues and testing to ensure customers success.
**Qualifications**
- Bachelor's degree in computer science, Engineering, Information Technology, or related technical field OR equivalent experience.
- Solid experience in a customer-facing, deep technical security-oriented role with demonstrated experience with crisis management, Incident Response, and escalation handling (e.g., Security Operations Analyst, Cloud Service Engineer, Technical Account Manager, or Security Engineer).
- Strong experience with Microsoft Security products (e.g., Microsoft Defender, Entra, Intune, Sentinel, Purview) and enterprise security operations.
- Proficient in English language, demonstrating fluency in written and spoken communication
- Willingness to participate in a 24x7x365 on-call rotation.
Preferred:
- Advanced Degree (e.g. Master's, PhD).
- Strong communication skills with the ability to translate complex technical issues into clear business impacts.
- Growth mindset with a commitment to continuous learning and technical excellence.(SV2.1)(BM2.2)(SV2.3)
- Familiarity with regulatory compliance frameworks, enterprise risk management, incident response and threat hunting
- Certifications in Microsoft and/or competing Cloud Technologies in Security such as SC-200, SC-300, SC-400, SC-900, SC-100, AZ-500
- Industry Certifications: CISSP, CISM, CEH, CompTIA Security+, GIAC (GSEC, GCIA), CrowdStrike CCFA/CCFR
- Ability to mentor and develop technical skills in others.
- Preferred alignment with US-East Coast or US-Central Time Zones for optimal team collaboration.
#MSFTSECURITY #CXESECURITY
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.
Microsoft is an equal opportunity employer. Consistent with applicable law, 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 and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations ( .

About RIXO

RIXO is a contemporary fashion brand known for its unique, vintage-inspired prints, flattering silhouettes, and commitment to empowering women through self-expression. Founded with a passion for originality and creativity, we're an innovative and fast-growing brand with a strong presence both online and in global markets.

2025 is a particularly exciting year for RIXO: we are currently undergoing a full rebrand launching in September, and we will be returning to London Fashion Week that same month. This is a rare opportunity to be part of a pivotal moment in the brand's evolution-and gain real, hands-on experience at the heart of it.

About the role:

We’re currently looking for a part-time Customer Experience Assistant to join our team. The individual will deliver exceptional customer care, by providing a personal, professional, and timely customer response via the phone, email, and live chat ensuring that RIXO surpasses customer expectations and resolves issues at all times.

Under the direction of the Customer Experience Manager, our Customer Experience Assistant will take ownership of customer responses across all social media platforms and review sites, providing a timely and consistently high level of service, as well as actively building relationships with our customers across all communication mediums.

Key Responsibilities

• Customer Response
  • Respond, act with care, and resolve all customer queries, feedback, and complaints across the UK and internationally.
  • Ensure all calls and voicemails are dealt with as a priority.
  • Be clear, polite, helpful, and friendly over the phone.
  • Always maintain a professional and positive attitude towards customers.
  • Prioritise contacts ensuring the most urgent are dealt with first but making sure all customers receive a timely response and within 24 hours where possible.
  • Ensure all responses are individual and personal to each customer.
  • Direct relevant customer feedback to the appropriate department and escalate urgent issues and store complaints.
  • Work with the warehouse to ensure customer orders and refunds are fulfilled and escalate any emerging issues.
  • Respond to all negative reviews left across various sites within 24 hours and aim to resolve the issue for the customer.
  • Respond, where possible and appropriate, to positive comments on review sites to keep the dialogue going with customers.
• Social Media
  • Oversee Instagram and ensure that we are providing a consistently high level of responses across all platforms.
  • Ensure responses are appropriate for each social media platform and align to the brand handwriting.
  • Ensure negative posts are handled swiftly and escalated to the relevant people.
  • Build rapport with customers commenting on posts (not just negative) and keep the conversation going, using opportunities to upsell products or reiterate our services.
  • Attend weekly meetings with wider team to stay informed of key marketing/social activity and feedback as necessary, always with the customer front of mind.
  • Provide a detailed weekly summary including key trends/suggestions (e.g. why are customers contacting us, are volumes increasing/decreasing?).
  • Complete competitor research on their social media platforms and share findings.
• CX
  • Zendesk super user - day to day contact with agency, onboarding new initiatives on platform, hosting regular calls with account manager.
  • Yotpo super user - ensuring all reviews are interacted with (published/rejected/responded to) within 24 hours where possible.
  • Deliver a proactive Surprise & Delight program as directed by the Customer Experience Manager
• Reporting
  • Weekly log of contacts with summary of reasons and resolutions.
  • Monthly lessons learnt, suggesting improvements based on contacts / reviews from previous month.
  • Provide garment feedback to product teams.
  • Monitoring unable to fulfil orders, returns paperwork and waiting list where required.
  • Log all gifts, discounts, manual refunds and customer details where necessary.
  • Record all garment faults reported and feedback to the Garment Technologists for review.
  • React quickly to any potential emerging issues impacting service and escalate/feedback.

We are looking for an experienced Customer Care candidate, with a positive can-do outlook, who solves problems creatively and always with the brand values and customer at heart. The ideal candidate will have experience in a premium fashion or lifestyle brand.

Every minute of every day, customers stake their entire business and reputation on Microsoft Cloud. The Azure Customer Experience (CXP) team believes that when we meet our high standards for quality and reliability, our customers win. If we falter, our customers fail their end-customers. Our vision is to turn Microsoft Cloud customers into fans.
We are the ACES Strategic team (Advanced Cloud Engineering & Supportability), a global engineering team in Azure CXP and we are focused on Strategic Azure Customers. We are customer-obsessed problem-solvers. We orchestrate and drive deep engagements in areas like Incident Management, Problem Management, Support, Resiliency, and empowering the customers. We represent the customer and amplify customer voice with Azure Engineering connecting to the quality vision for Azure. We innovate and find ways to scale our learning across our customer base. Diversity and inclusion are central to who we are, how we work, and what we enable our customers to achieve. We know that empowering our customers starts with empowering our team to show up authentically, work in ways that are best for them, and achieve their career goals.
Are you constantly customer-obsessed and passionate about solving complex technical problems? Do you take pride in enhancing customer experience through innovation? If the answer is Yes, then join us and surround yourself with people who are passionate about cloud computing and believe that extraordinary support is critical to customer success.
As a customer focused Advanced Cloud Engineer, you are the primary engineering contact accountable for your customer's support experience on Azure. You will drive resolution of critical and complex problems, support key customer projects on Azure, and be the voice of the customer within Azure. In this role, you will work in partnership with Customer Success Account Managers, Cloud Solution Architects, Technical Support Engineers, and Azure engineering with our mission to turn Azure customers into fans with world-class engineering-led support experience.
This role is flexible in that you can work up to 50% from home.
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.
**Responsibilities**
**Technically Oriented**
- Track customer incidents, engage with strategic customers and partners to understand issues, contribute to troubleshooting through diagnostics, communicate progress and next steps to customers with a focus on reducing time taken to mitigate critical incidents.
- Use engineering and support tools, customer telemetry and/or direct customer input to detect and flag trends/patterns of issues in the products or products misuse across customers. Develop and share insights and best practices with customers.
- Recommend and help develop training/readiness modules (e.g., mentoring, leading triages, content creation, brown bag sessions, blogs, quality assurance checks). Acts as a mentor, shares knowledge, and contributes to the content and readiness strategy for the team.
**Customer Solution Lifecycle Management**
- Serve as a connecting point between the product team and customers throughout the engagement lifecycle, engage with customers to understand their business and availability needs, develop and offer proactive guidance on designing configurations and deploying solutions on Azure.
- Handle complex escalations on customer issues from the customer or support or field teams, conduct impact analysis, help customers with answers to their technical questions, and serve as an escalation resource in areas of subject matter expertise.
- Conduct in-depth root cause analysis of issues and translates findings into opportunities for improvement and track and drive them as repair items.
**Relationship/Experience Management**
- Act as voice of customers and synthesize product feedback from strategic customers to provide input on business plans developed by the product groups. Identify customer usage patterns and drive resolutions on reoccurring issues with product groups. Close the feedback loop with the customers on product features.
- Partner with other teams (e.g., program managers, software engineers, product, customer service support teams), prioritize, unblock, and resolve critical customer issues.
- Collaborate with stakeholders to deliver solutions to strategic customers and develop mechanisms that improve customer health and reduce the turnover time.
**Qualifications**
**Required Qualifications:**
- Bachelor's Degree in Engineering, Computer Science, Information Technology (IT), Data Analytics/Science, Artificial Intelligence (AI), or related field AND relevant experience in technology industry, cloud, technical support, and/or customer experience engineering OR equivalent experience.
-Demonstrated experience supporting and troubleshooting enterprise level, mission-critical applications and infrastructure resolving complex issues/situations and driving technical resolution across cross-functional organizations.
- Experience with being on-call and driving mitigation for mission critical incidents.
- Relevant experience with App Services
**Preferred Qualifications:**
- Technical Skills: Demonstrated hands-on experience with Subject Matter Expert level expertise in one or more of the following Cloud technologies:
o Core IaaS: Compute (Windows/Linux), Storage, Networking, Kubernetes, High Availability
o Data Platform and Bigdata: Azure SQL DB, Cosmos DB, PostgreSQL on Azure, Azure Data Bricks, Azure Data Factory, AI/ML
o Azure PaaS Services: App Services, Azure Functions, Redis Cache, and Event Hub.
o Monitoring technologies: Azure Monitor, Log Analytics, Grafana, Datadog, Confluent and similar technologies.
- Communication skills: ability to empathize with customers and convey confidence. Able to explain highly technical issues to varied audiences. Able to prioritize and advocate customer's needs to the proper channels. Take ownership and work towards a resolution.
- Customer Obsession: Passion for customers and focus on delivering the right customer experience.
- Growth Mindset: Openness and ability to learn new skills and technologies in a fast-paced environment.
The 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.
Microsoft is an equal opportunity employer. Consistent with applicable law, 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 and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations ( .

Head of Customer Experience, Growth & Retention

Job Ref: 2724

Location: Dundrum - Dublin 16

Application Deadline:

Vacancy Description

Join 123.ie and make a difference every day.

Whether you are just beginning your career or looking to take the next step, 123.ie is an organization where you can be yourself, learn, develop, and contribute your ideas.

With offices in Belfast, Galway, and Dublin , we embrace hybrid work , empowering our employees to work flexibly to meet their individual needs, enabling excellent service to our customers. Our Dublin office also hosts our sister company RSA Insurance.

At RSA and 123.ie, we empower our customers and our employees. We are proud of our diverse workforce, representing 32 nationalities, which benefits our diverse customer base through varied perspectives and innovative problem-solving.

As part of the Intact family , with a presence in North America, the UK, and Europe, our business has grown to over $21 billion in annual premiums through organic growth and acquisitions.

We support your growth with tools, flexibility, and learning opportunities, and we expect your best in return.

Culture and Community

RSA is a purpose-driven business, committed to helping people, businesses, and society prosper and be resilient in challenging times. Our values-Integrity, Respect, Customer-driven, Excellence, and Generosity-guide us in creating an open, honest workplace where every contribution is valued.

Our value of Generosity drives us to help others, protect the environment, and strengthen communities, including efforts to address climate change sustainably.

Our engagement survey highlights our positive workplace culture:

• 87% celebrate diversity in their teams
• 90% feel safe to speak up about mistakes
• 91% feel valued and respected by leadership
• 89% thrive through our hybrid working model

Role Overview

We seek a strategic, commercially-minded leader to develop a next-generation Customer Experience (CX) program that boosts engagement, retention, and growth in the insurance sector. This role oversees three teams-CX, Customer Retention & Lifecycle, and Change Control-focused on delivering exceptional customer experiences and measurable outcomes.

Key Responsibilities CX Platform Development

• Lead design and delivery of a scalable, data-driven CX program.
• Utilize customer insights to personalize and optimize journeys across all touchpoints.
• Collaborate with IT, data, and marketing teams for seamless implementation.

Strategic Vision & Product Roadmap

• Define and evolve the customer engagement strategy aligned with business goals and regulations.
• Promote customer-first thinking in product and service design.
• Identify opportunities to improve retention and increase customer lifetime value.

Marketing ROI & Tactical Execution

• Partner with marketing to maximize return on marketing spend.
• Use data and experimentation to optimize acquisition, upsell, and retention strategies.
• Develop frameworks to track campaign performance and customer metrics.
• Lead and develop a team of 9, including 3 direct reports.
• Oversee change control processes for smooth delivery of initiatives.
• Foster a culture of innovation, accountability, and continuous improvement.

Experiences & Qualifications

• At least 5 years of experience in insurance or financial services, especially in CX, digital products, or growth roles.
• Proven success in building or scaling customer platforms and lifecycle programs.
• Strong strategic thinking and ability to translate vision into actionable plans.
• Deep understanding of customer data, segmentation, and omnichannel engagement.
• Commercial acumen with a track record of improving marketing ROI and customer metrics.
• Excellent leadership and stakeholder management skills.

Preferred Qualifications

• Experience with CX platforms and CRM systems.
• Knowledge of regulatory and compliance considerations in insurance.
• Experience with agile delivery in transformation projects.

RSA Insurance Ireland DAC and affiliates consider applicants based on qualifications without regard to race, color, religion, sex, national origin, age, marital or veteran status, sexual orientation, disability, or other protected statuses.