CUSTOMER EXPERIENCE ENGINEER

Multiple Locations, Ireland
Date posted

CUSTOMER EXPERIENCE ENGINEERING

Employment type

REQUIRED QUALIFICATIONS:

• Bachelor’s Degree Engineering, Computer Science, Information Technology (IT), Data Analytics/Science, Artificial Intelligence (AI), or related field AND relevant experience in technology industry, cloud, technical support, and/or customer experience engineering

o OR equivalent experience.

• Demonstrated experience supporting and troubleshooting enterprise level, mission-critical applications and infrastructure resolving complex issues/situations and driving technical resolution across cross-functional organizations.
• Experience with being on-call and driving mitigation for mission critical incidents.

PREFERRED QUALIFICATIONS:

• Technical Skills: Demonstrated hands-on experience with expertise in one or more of the following Cloud technologies:
  o Core IaaS: Compute (Windows/Linux), Storage, Networking, Kubernetes, High Availability
  o Data Platform and Bigdata: Azure SQL DB, Cosmos DB, PostgreSQL on Azure, Azure Data Bricks, Azure Data Factory, AI/ML
  o Azure PaaS Services: App Services, Azure Functions, Redis Cache, and Event Hub.

o Monitoring technologies: Azure Monitor, Log Analytics, Grafana, Datadog, Confluent and similar technologies.

• Communication skills: 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.
• 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.

The 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.

RELATIONSHIP/EXPERIENCE MANAGEMENT

• Act as the voice of customers and channel product feedback from strategic customers to product groups. Identify customer usage patterns and drive resolutions on reoccurring issues with product groups. Close the feedback loop with the customers on product features.
• With minimal guidance, partner with other teams (e.g., program managers, software engineers, product, customer service support teams), prioritize, unblock, and resolve critical customer issues.
• Collaborate with stakeholders to support delivery of solutions to strategic customers and resolving customer issues.
  Benefits/perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work.
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  Industry leading healthcare
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  Educational resources
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  Discounts on products and services
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  Savings and investments
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  Maternity and paternity leave
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  Generous time away
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  Giving programs
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  Opportunities to network and connect
  Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, citizenship, color, family or medical care leave, gender identity or expression, genetic information, immigration status, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran or military status, race, ethnicity, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable local laws, regulations and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations.