Customer Experience Engineer at Microsoft

Atlanta, Georgia, United States -

Full Time

Start Date

Immediate

Expiry Date

03 Apr, 26

Salary

199000.0

Posted On

03 Jan, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Experience, Technical Support, Cloud Technologies, M365 Services, Problem Solving, Collaboration, Engineering Tools, Telemetry Analysis, Health Checks, Feature Gaps, KPI Analysis, Customer Feedback, Process Optimization, Escalation Management, Product Improvement, Technical Deep Dive

Industry

Software Development

Description

Overview Utilizes engineering tools, customer telemetry, and/or direct customer input to identify and flag the defects/signals in the product or product misuse, or an issue with the customer. Gathers feedback from the customers and partners to learn ways in which customers and partners use the service and identify feature and knowledge gaps, misconfigurations, metrics, and key performance indicators (KPIs) in the current product. Identifies and leverages potential developmental opportunities across product areas and business processes for professional growth and to develop and execute on technical intensity/skilling to resolve customer issues. Conducts health checks to ensure customer environment is optimized and configured for deployment. Serves as a connecting point and escalates specific customer issues to appropriate teams to resolve customer issues. Collaborates with the relevant product and business groups on how customers use the product. With minimal guidance, partners with other teams to review, unblock, and resolve customer incidents/issues. 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. Support M365 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. Qualifications Required Qualifications: Bachelor's Degree Engineering, Computer Science, Information Technology (IT), Data Analytics/Science, Artificial Intelligence (AI), or related field AND 2+ years experience in technology industry, cloud, technical support, and/or customer experience engineering OR equivalent experience. Other Requirements: 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. Preferred Qualifications: Bachelor's Degree in Engineering, Computer Science, Information Technology (IT), Data Analytics/Science, Artificial Intelligence (AI), or related field AND 5+ years experience in technology industry, cloud, technical support, and/or customer experience engineering OR equivalent experience. 1+ year(s) of 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 #M365CE3 #M365CXP Customer Experience Engineering IC3 - The typical base pay range for this role across the U.S. is USD $100,600 - $199,000 per year. There is a different range applicable to specific work locations, within the San Francisco Bay area and New York City metropolitan area, and the base pay range for this role in those locations is USD $131,400 - $215,400 per year. Certain roles may be eligible for benefits and other compensation. Find additional benefits and pay information here: https://careers.microsoft.com/us/en/us-corporate-pay This position will be open for a minimum of 5 days, with applications accepted on an ongoing basis until the position is filled. 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 with religious accommodations and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations.

Responsibilities

The Customer Experience Engineer is responsible for managing the customer support experience with M365 and collaborating with engineering teams. They will identify and resolve customer issues while optimizing processes and tools to enhance customer satisfaction.