Senior Customer Experience Engineer

Microsoft•Redmond, WA

13h

About The Position

Are you a customer-obsessed, AI-curious problem-solver who thrives in an inclusive, collaborative global team? Join Engineering Operations (EngOps) – the organization driving operational excellence across the Microsoft Cloud to strengthen quality, reliability, security, and customer trust. As part of EngOps, you’ll design solutions that prevent issues before they happen, embed AI-powered automation, and turn signals into actions that deliver measurable customer impact. Our culture of empowerment, inclusion, and growth mindset defines how we work. Every minute of every day, customers stake their entire business and reputation on Microsoft Cloud. The Azure Customer Experience (CXP) team believes that when we meet our high standards for quality and reliability, our customers win. If we falter, our customers fail their end-customers. Our vision is to turn Microsoft Cloud customers into fans. We are customer obsessed problem-solvers. We orchestrate deep engagements in areas like incident management, support and enablement. We analyze and amplify those customer voices, both within our own team, and across the Cloud + AI team, bringing the customer connection to the Quality vision for Azure. We innovate ways to scale what we learn across our customer base. Diversity and inclusion are central to who we are, how we work, and what we enable our customers to achieve. We know that empowering our customers starts with empowering our team to show up authentically, work in ways that are best for them, and achieve their career goals. Would you like to join one of the fastest-growing teams within Microsoft Azure Engineering? Are you constantly customer-obsessed, and focused on enhancing customer experience? Are you passionate about cloud computing and love the challenge of solving the most complex technical problems? Are you interested in a start-up like environment, passionate about building automations, observability, proactive & SLO monitoring experiences? Our organization is looking for you, a customer obsessed Senior Customer Experience Engineer with extensive experience in implementing Service Level Objectives (SLOs) monitoring solutions to top Azure customers. As a key member of our Observability team, you will play a critical role in ensuring the reliability, availability, and performance of customer applications hosted in Microsoft Azure. You will be responsible for designing, implementing, and maintaining robust SLO monitoring systems to track and meet the service level objectives defined in our offerings, customer engagement agreements. This position is critical to the success of our team's charter and embodies our inclusive culture, growth & learning mindsets, and unwavering dedication to diversity. “Customer obsession”, “measure what matters”, “no dead-ends”, “get it done”, “collaboration” “teamwork” , “whatever it takes” are few characteristics we look for in this role. We are growing fast but remain agile. 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. Every day, customers stake their business and reputation on our cloud. You can help EngOps keep them secure, resilient, and ready.

Requirements

Bachelor's Degree in Sales, Marketing, Computer Science, Information Technology (IT), Data Science, Business Analytics, Business, Finance, Mathematics, Physical Sciences, Humanities, or related field AND 4+ years experience in consulting, change management, project management, customer engagement, sales/business engagement, relationship management, analytics, or customer feedback and intelligence program management OR equivalent experience.
At least 4+ years of experience with designing, implementing, debugging and launching commercial software products or web services.
Expertise in designing and implementing monitoring design and Architectures for end customers in Azure (or AWS/GCP)
3+ years of experience in designing Observability and monitoring solutions in Azure(or AWS/GCP), SLO/SLI Implementation is a plus.
3+ years of experience in an external client facing role or customer handling.
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

Proven expertise in implementing and managing Service Level Objectives (SLOs) and Service Level Indicators (SLIs) for cloud customers.
Proven experience in designing and implementing monitoring solutions for customers.
Extensive experience with monitoring tools and platforms
Advanced certifications in SRE or related fields.
Experience in observability, SRE OpenTelemetry, Prometheus, Grafana, Dynatrace, Datadog, AzureMonitor, AI, ML
Customer Obsession: Passion for customers and focus on delivering the right customer experience.
Growth Mindset: Openness and ability to learn new skills and technologies in a fast-paced environment.
Excellent Communication: Must have the ability to empathize with customers and convey confidence. Able to explain highly technical issues to varied audiences. Able to prioritize and advocate customer’s needs to the proper channels. Take ownership and work towards a resolution.

Responsibilities

Collaborate with customers to jointly define and establish SLOs and SLIs that align with their business goals and expectations.
Instrument code to measure SLOs , develop solutions to detect SLO breaches
Develop automated solutions and troubleshooting guides to remediate or mitigate SLO breaches.
Collaborate closely with service engineering teams to develop solutions for corelating customer-defined SLOs with relevant platform SLOs, signals to effectively pinpoint, address, and resolve customer-impacting issues.
Ensure customer-centric SLOs are consistently exceeded through cross-functional collaboration.
Analyze SLO data for trends, improvements, and reliability risks, proposing remediation plans.
Proactively engage customers on SLO performance, addressing concerns and offering insights.
Lead optimization efforts for system performance, scalability, and efficiency to exceed SLOs.
Develop and maintain documentation related to customer-specific SLOs, SLIs, and monitoring processes.

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