Customer Experience Engineer

Microsoft•Us, WA,US

12d•$85,400 - $183,700

About The Position

Every minute of every day, customers stake their entire business and reputation on the Microsoft Cloud. The Engineering Operations (EngOps) 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 EngOps 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 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 Customer Experience Engineer, you are the engineering contact accountable for your customer’s support experience on Azure. You will drive resolution of problems, support 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. 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. This role is targeting an immediate start date.

Requirements

Bachelor's Degree in Engineering, Computer Science, Information Technology (IT), Data Analytics/Science, Artificial Intelligence (AI), or related field OR equivalent experience.
2+ years experience in technology industry, cloud, technical support, and/or customer experience engineering OR equivalent experience.
1+ year(s) of customer facing experience.
1 year of demonstrated IT experience troubleshooting issues and driving technical resolutions.
Experience working on cloud computing technologies preferably Azure and the ability to develop and apply one or more of Azure technical skills such as Compute, Storage, Networking, Data PaaS, Monitoring etc.
Experience with being on-call.
Ability to speak and understand English and to receive/understand messages during in-person or remote (e.g., telephone) interactions.
Passion for customers, ability to empathize with customers and convey confidence.
Openness and ability to learn new skills and technologies.

Responsibilities

With support and guidance, tracks customer incidents, engages with customers and partners to understand issues, contributes to troubleshooting using diagnostics, and communicates progress and next steps to customers.
With managerial guidance, gathers feedback from the customers and partners to learn ways in which customers and partners use the product. Supports team members in implementing automation of solutions for the team.
Leverages recommended developmental opportunities across discipline areas (e.g., mentorships, shadowing, training) for professional growth and to develop and execute on technical intensity/skilling to resolve customer issues.
With some oversight, assists with answering customer questions/concerns, reporting customer issues, conducting health checks, and escalate issues to seniors or managers within the team, if more assistance is needed.
With some guidance, conducts root cause analysis of issues and follow up with customers on it.
With oversight, partners with other teams (e.g., program managers, software engineers, product, customer service support [CSS] teams) to review and unblock customer incidents/issues.
Works with customers under guidance to gather input on their experiences with Microsoft solutions. Identifies and tracks gaps in customer scenarios and product limitations.