Customer Experience Engineering IC6

Microsoft•Redmond, WA

2d•$165,600 - $331,200

About The Position

Microsoft is hiring a Customer Experience Engineering professional to improve customer product experiences and environments. The role uses engineering tools, customer telemetry, and direct customer input to understand product usage and address knowledge gaps, misconfigurations, metrics, and KPIs. It leads training and readiness programs, creates solution-health protocols and customer procedures, and drives complex, high-impact customer escalations. The role serves as a voice of the customer, sharing insights with product and business groups to help improve products and customer environments. It partners with engineering, product, program management, and support teams to resolve complex customer issues and integrate customer features into products. It also guides strategic customers through deployments, updates, releases, configuration, and service changes. The minimum qualifications include a bachelor's degree in a relevant field and at least 8 years of relevant industry experience, or equivalent experience, plus 3 years of customer-facing experience. The role requires passing Microsoft’s Cloud Background Check at hire or transfer and every two years thereafter. The typical U.S. base pay range is $165,600–$296,400 per year, with a range of $220,800–$331,200 for specified San Francisco Bay Area and New York City metropolitan locations.

Requirements

Bachelor’s degree in Engineering, Computer Science, Information Technology, Data Analytics/Science, Artificial Intelligence, or a related field, and 8+ years of experience in the technology industry, cloud, technical support, and/or customer experience engineering; or equivalent experience.
At least 3 years of customer-facing experience.
Ability to meet Microsoft, customer, and/or government security screening requirements, including passing the Microsoft Cloud Background Check upon hire or transfer and every two years thereafter.

Nice To Haves

Master’s degree in Business Administration, Engineering, or a related field and 12+ years of relevant experience in technology industry, cloud, technical support, and/or customer experience engineering; or a bachelor’s degree in a relevant field and 15+ years of such experience; or equivalent experience.
At least 5 years of customer-facing experience.

Responsibilities

Identify, utilize, recommend, and optimize engineering tools, customer telemetry, and customer-input systems to understand product usage and address gaps, misconfigurations, metrics, and KPIs.
Develop and lead team members in implementing end-to-end training and readiness programs.
Create solution-health protocols and customer procedures, and guide customers in optimizing and configuring environments for deployment.
Provide strategic guidance to customers on new versions, software updates, and platform releases; explain new deployments and address customer questions and concerns.
Serve as a connection between engineering teams and customers throughout the solution lifecycle, responding to and resolving customer issues.
Identify improvements to metric capture, oversee problem resolution, and streamline processes for addressing customer concerns.
Lead feature reviews for new deployments to identify gaps and content improvement opportunities.
Raise awareness of service changes and deprecations and guide strategic customers in designing configurations and deploying solutions.
Understand strategic customers’ business and availability needs and develop deployment guidance accordingly.
Drive and own customer issues related to new deployments.
Drive complex, high-impact escalations from support or field teams; prioritize and route issues to appropriate teams.
Guide impact analysis and interpret root-cause analysis to prioritize escalations and identify improvement opportunities.
Follow up with customers about resolution steps, keep stakeholders informed, and lead efforts to restore service with minimal disruption.
Serve as a subject-matter escalation resource and represent the team on complex issues, addressing technical questions and concerns.
Partner with program management, engineering, product, and support teams to prioritize and resolve complex customer issues and integrate customer features into products.
Collaborate with internal partners to deliver complex solutions to customers and lead stakeholder discussions about customer progress and resolution plans.
Build partnerships with technical teams and provide expertise for improving troubleshooting resources and internal and external content.
Prepare teams for new feature and product launches.
Translate customer signals into actionable insights and trends for product teams to improve service reliability.
Interpret customer telemetry and other information to develop ways to reduce incidents.
Coordinate with stakeholders to improve customer health engagement and reduce turnaround time.
Represent the voice of the customer to inform product and business groups about customer experience, product usage, and ways to improve customer environments.