Customer Experience Engineer II, M365

Microsoft•Redmond, WA

3d•Hybrid

About The Position

The Customer Experience Engineer II, M365 role is part of the CE3 M365 Advanced Cloud Engineering Team (ACE), which serves as the primary engineering contact for strategic customers regarding the M365 Platform. This team is composed of highly motivated and customer-focused Service Engineers who balance engineering and customer-facing responsibilities. They are dedicated to staying current with collaborative technologies and solving complex engineering challenges within global SaaS platforms deployed in diverse customer environments. The ACE is responsible for ensuring strategic customers derive value from all M365 products, including new ones like Copilot, by developing trusted relationships with key stakeholders, understanding their technology, business needs, and M365 adoption plans. The role aims to redefine the support experience by collaborating with support partners to deliver exceptional engineering support. ACEs are accountable for demonstrating the value of the Mission Critical Service offer to facilitate service renewals and act as the voice of the customer, providing feedback to M365 service teams on recurring issues and feature requests to drive product improvements. They will also work with M365 Product Management and software engineering teams to convey customer feedback on defects, issues, and design changes, and collaborate with customer account teams to enhance customer satisfaction.

Requirements

Bachelor's Degree Engineering, Computer Science, Information Technology (IT), Data Analytics/Science, Artificial Intelligence (AI), or related field AND 2+ years experience in technology industry, cloud, technical support, and/or customer experience engineering OR equivalent experience.
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.

Nice To Haves

Experience deploying M365 Services for large organizations.
2+ years customer facing experience.
Proven history of customer-obsession, including blog posts, how-to videos, etc.
Experience analyzing, troubleshooting, and providing solutions for technical issues.
Certification in Microsoft and/or competing Cloud Technologies strongly preferred. Can include MSCE in Cloud Platform and Infrastructure, Core Infrastructure, Mobility or Productivity.
Understanding of and ability to migrate from various third-party platforms to Microsoft 365.

Responsibilities

Be responsible for the customer’s support experience with M365 working closely with engineering
Act as a Subject Matter Expert on at least one core workload (SharePoint, Microsoft Copilot, Exchange(Preferred), Microsoft Teams,) to assist a broad set of customers.
SupportM365 customers via a multiple of modalities in a 24x7x365 global support delivery team.
Ability to go technically deep across M365 services and actively seek solutions to customer needs and communicate trends to leadership.
Improve internal efficiency and customer happiness by finding opportunities to optimize existing processes and tools.
Build a close working relationship with other engineering teams related to assigned service areas (ie, Messaging, Collaboration, Platform Admin), to leverage in case of escalations, as well as to drive product improvements.
Lead and contribute your ideas and innovation to various M365 Service Improvement Programs and initiatives to advance our collective capabilities