Customer Experience Engineering

Microsoft•Atlanta, GA

About The Position

The world of business is undergoing a significant change with the next digital revolution, the move to the cloud and adoption of AI. M365 is at the forefront of this revolution with an ever-expanding array of services and offerings such as Microsoft Teams, Copilot and more. We are looking for passionate candidates with experience deploying M365 Services for large organizations to help us redefine the customer support experience. The CE3 M365 Advanced Cloud Engineering Team (ACE) team is the leading Engineering touch point with our Strategic Customers for the M365 Platform. We are a diverse global team of highly motivated, talented and customer obsessed Service engineers who love the balance of engineering and customer disciplines. We are constantly pushing ourselves to learn about the latest in collaborative technologies while solving deep engineering challenges on global complex systems where SaaS platforms are deployed in complex customer environments. Working together as a team to innovate on the customer experience is something that we are collectively passionate about. As an ACE you will be responsible for working with strategic customers to ensure they realize value and succeed with all M365 products, including adoption of new ones such as Copilot. You will be developing a lasting and trusted relationship with key platform stakeholders, understanding their technology setup, their business needs and their plans for adoption and use of the M365 platform. You will redefine the support experience by working with our support partners to ensure your customer gets an amazing engineering support experience first time, every time. The ACE will be accountable to show the value of the Mission Critical Service offer to facilitate successful renewal of their purchased services. You will also be the voice of the customer and have a strong connection with M365 service teams, to identify recurring issues and feature requests to drive product improvements. You will work with M365 Product Management & software engineering teams to provide direct and specific feedback from your customer on defects, issues and requested design changes and you will work with customer account teams to drive customer satisfaction. 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.

Requirements

Bachelor's Degree in Engineering, Computer Science, Information Technology (IT), Data Analytics/Science, Artificial Intelligence (AI), or related field AND 4+ 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

Master's Degree in Engineering, or related field AND 6+ years experience in technology industry, cloud, technical support, and/or customer experience engineering OR Bachelor's Degree in Engineering, Computer Science, Information Technology (IT), Data Analytics/Science, Artificial Intelligence (AI), or related field AND 8+ years experience in technology industry, cloud, technical support, and/or customer experience engineering OR equivalent experience.
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
Minimum of 2 years’ experience in a customer-facing role, inclusive of interactions with internal stakeholders within an IT department
Extensive experience working with customers on M365, application development and deployment
Experience analyzing, troubleshooting, and providing solutions for technical issues
Effective customer-facing and presentation skills
Deep technical experience with 1 or more M365 products
Solid problem-solving and technical leadership skills
Works well in a global team environment
Experience leading projects across multiple engineering organizations
The ability to take complex topics and make them easy to digest for a wide range of audiences, from Tech Support to CIOs.

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

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