Senior Customer Experience Engineer - Windows Cloud Experience Team

Microsoft • Redmond, WA

250d • $117,200 - $229,200 • Hybrid

About The Position

The Windows Cloud (WCX) Engineering Support-as-a-Feature Team engages with our customers and our support partners to ensure that we deliver top-notch customer experiences, and that supportability is an integral part of the product engineering lifecycle. We are a team focused on learning from deep technical engagement with external customers and support engineers to improve Windows 365 and Azure Virtual Desktop; thus, accelerating adoption of Windows in the cloud! Our business is complex and requires a high degree of operational and execution excellence. We're seeking a Senior Customer Engineer who is customer-obsessed and can become a deep technical subject matter expert to develop, improve, and operate processes on a global scale. In this role, you will be part of the larger Customer Engineering (CXE) org that engages across support, community, and partner aspects of customers' journey with our products. This position requires the individual to be available for on-call duties on some weekends, approximately once every quarter. The on-call responsibilities include addressing urgent issues and ensuring continuous operational support during these periods. This role is remote eligible within the US and requires the ability to work effectively across various time zones, particularly core business hours within US Pacific Time. 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) or related field AND 4+ year(s) experience working in technology industry customer-facing roles such as product support, consulting, product management, etc OR equivalent experience.
• 2+ years' experience installing, configuring, or supporting enterprise-scale Windows 365, Azure Virtual Desktop, OR other enterprise-scale desktop virtualization and Desktop-as-a-Service environments.
• Candidates must be able to meet Microsoft, customer and/or government security screening requirements that are required for this role.

Nice To Haves

• Bachelor's Degree in Engineering, Computer Science, Information technology (IT) or related field AND 8+ year(s) experience working in technology industry customer-facing roles such as product support, consulting, product management, etc OR Master's Degree in Engineering, Computer Science, Information technology (IT) or related field AND 6+ year(s) experience working in technology industry customer-facing roles such as product support, consulting, product management, etc OR equivalent experience.
• 6+ years' experience in client-side technical support roles with demonstrated software, Operating System (OS), hardware, and networking troubleshooting skills.
• Production support experience with Windows 10, Windows 11, as well as iOS and Android operating systems.
• Broad technical awareness across the Microsoft 365 stack.
• Demonstrated customer obsession and experience working directly with customers and engaging at a variety of levels within their organization.

Responsibilities

• Work independently across multiple teams within the organization to coordinate the team's engagement in complex external customer and support issues, driving improvements in product and process at a regional and global level.
• Partner with feature engineering teams to review architecture/design and provide feedback and guidance as it relates to customer experience, customer impact, and support delivery.
• Engage directly with strategic customers to help them solve technical problems or alert them to potential issues while helping them understand the capabilities of Windows 365 and Azure Virtual Desktop so they can operationalize the support of those services.
• Develop training and readiness materials around upcoming features and changes to support teams including delivering telemetry, troubleshooting guides, best practices insights, and diagnostics data in a secure way to help them handle customer support cases.
• Be the 'bridge' between support teams and feature engineering teams. Help engineering teams learn about customer issues and incorporate feedback into the product planning process.
• Handle escalation support for all customer-reported incidents and work to reduce escalation workload for engineering feature teams.

Benefits

• Industry leading healthcare
• Educational resources
• Discounts on products and services
• Savings and investments
• Maternity and paternity leave
• Generous time away
• Giving programs
• Opportunities to network and connect

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Industry: Publishing Industries
• Education Level: Bachelor's degree