Customer Experience Engineer at Microsoft

Dublin, Leinster, Ireland -

Full Time

Start Date

Immediate

Expiry Date

27 Feb, 26

Salary

0.0

Posted On

29 Nov, 25

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Experience, Technical Support, Cloud Technologies, Azure, Data Analytics, Troubleshooting, Communication Skills, Problem Solving, Root Cause Analysis, Customer Engagement, Collaboration, Mentorship, Incident Management, Enterprise Applications, Monitoring Technologies, Growth Mindset

Industry

Software Development

Description

Technically Oriented With minimal oversight, track customer incidents, engage with strategic customers and partners to understand issues, contribute to troubleshooting through diagnostics, communicate progress and next steps to customers with a focus on reducing time taken to mitigate critical incidents. Use engineering and support tools, customer telemetry and/or direct customer input to detect and flag issues in the products or with the customer usage of the products. Help customers stay current with best practices by sharing content. Identify and leverage developmental opportunities across product areas and business processes (e.g., mentorships, shadowing, trainings) for professional growth and to develop technical skills to resolve customer issues. Customer Solution Lifecycle Management With minimal guidance, serve as a connecting point between the product team and customers throughout the engagement life cycle, engage with customers to understand their business and availability needs, develop and offer proactive guidance on designing configurations and deploying solutions on Azure with support from subject matter experts. Handle critical escalations on customer issues from the customer or support or field teams, conduct impact analysis, help customers with answers to their technical questions, and serve as an escalation resource in areas of subject matter expertise. Conduct in-depth root cause analysis of issues and translates findings into opportunities for improvement and track and drive them as repair items. 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. 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 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. 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. This position will be open for a minimum of 5 days, with applications accepted on an ongoing basis until the position is filled. *

Responsibilities

The Customer Experience Engineer will track customer incidents, engage with strategic customers to understand issues, and contribute to troubleshooting. They will also serve as a connecting point between the product team and customers, handling critical escalations and conducting root cause analysis.