Customer Experience Engineer

Microsoft • Atlanta, GA

2d • $100,600 - $199,000

About The Position

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. 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. Identifies and leverages potential developmental opportunities across product areas and business processes for professional growth and to develop and execute on technical intensity/skilling to resolve customer issues. Conducts health checks to ensure customer environment is optimized and configured for deployment. Serves as a connecting point and escalates specific customer issues to appropriate teams to resolve customer issues. Collaborates with the relevant product and business groups on how customers use the product. With minimal guidance, partners with other teams to review, unblock, and resolve customer incidents/issues.

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

• Bachelor's Degree in Engineering, Computer Science, Information Technology (IT), Data Analytics/Science, Artificial Intelligence (AI), or related field AND 5+ years experience in technology industry, cloud, technical support, and/or customer experience engineering
• OR equivalent experience.
• 1+ year(s) of 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.
• Support M365 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 5,001-10,000 employees