Customer Experience Engineering IC6

Microsoft•Redmond, WA

1d•$165,600 - $296,400

About The Position

Microsoft is seeking a Customer Experience Engineering IC6 to improve customers’ experience and usage of Microsoft products and platforms. The role uses engineering tools, customer telemetry, and direct customer input to understand product usage, identify knowledge gaps, misconfigurations, and performance issues, and drive solutions for strategic customers and partners. It also develops team members and leads end-to-end training and readiness programs. The position creates solution-health protocols and customer procedures, supports deployment and feature reviews, and provides strategic guidance on new versions, updates, and releases. It serves as a connection between customers and engineering teams throughout the solution lifecycle, owns issues related to new deployments, and helps ensure customer environments are properly configured and optimized. The role leads complex, high-impact customer escalations from support or field teams, coordinating stakeholders, prioritizing issues, interpreting impact and root-cause analysis, and driving resolutions that minimize disruption. It also partners with engineering, product, program management, and customer support teams to resolve customer issues, integrate customer features into products, improve troubleshooting resources, and translate customer signals and telemetry into actionable product and service improvements. The position represents the voice of customers to product and business groups.

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.
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 experience in the technology industry, cloud, technical support, and/or customer experience engineering, or equivalent experience.
Bachelor’s degree in Engineering, Computer Science, Information Technology, Data Analytics/Science, Artificial Intelligence, or a related field and 15+ years of experience in the technology industry, cloud, technical support, and/or customer experience engineering, or equivalent experience.
5+ years of customer-facing experience.

Responsibilities

Create solution-health protocols and design customer procedures.
Lead team members in conducting health checks across systems to ensure customer environments are optimized and configured for deployment, with complex and pending issues resolved.
Share subject-matter expertise and guide team members in using tools and code to assist customers; take initiative to create novel tools.
Provide strategic guidance to customers on new versions, software updates, and releases of Microsoft platforms, and explain new deployments to strategic customers.
Serve as a connection between engineering teams and customers throughout the solution lifecycle, responding to and resolving issues.
Identify improvements to metrics capture, oversee problem resolution, and streamline processes to address customer concerns.
Lead feature reviews for new deployments to identify gaps and opportunities to improve content.
Raise awareness of service changes and deprecations, and guide strategic customers in configuration and deployment of Microsoft platform solutions.
Understand strategic customers’ business and availability needs and develop deployment guidance; own customer issues related to new deployments.
Drive complex, high-impact escalations from support or field teams; prioritize and escalate issues to appropriate teams.
Guide impact analysis, interpret root-cause analysis, develop improvement opportunities, and follow up with customers about resolutions.
Keep stakeholders aligned and informed on escalation progress; lead resolution by analyzing stakeholder data, directing efforts, and applying subject-matter expertise to restore service with minimal disruption.
Serve as an escalation resource and represent the team on complex issues, answering technical questions and concerns.
Partner with program managers, software engineers, product teams, and customer service support teams to prioritize and resolve complex customer issues and integrate customer features into products.
Collaborate with internal partner teams to deliver complex solutions to customers; lead stakeholder discussions on customer progress and resolution plans for recurring issues.
Build partnerships with internal technical teams and provide expertise to improve troubleshooting resources and internal and external content.
Prepare the team 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 resources to identify ways to reduce incidents.
Coordinate stakeholders to develop mechanisms that improve customer health engagement and reduce resolution turnaround time.
Represent the voice of customers to product and business groups, informing them about customer product experience and usage and ways to improve customer environments.
Develop team members and lead an end-to-end training and readiness program.