Principal Customer Experience Engineer at Microsoft

Dublin, Bailieborough-Cootehill Municipal District, Ireland -

Full Time

Start Date

Immediate

Expiry Date

17 Feb, 26

Salary

0.0

Posted On

19 Nov, 25

Experience

10 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Experience Engineering, Technical Support, Cloud Technologies, Root Cause Analysis, Data Analysis, Problem Solving, Stakeholder Communication, Process Improvement, Automation, Customer Engagement, Product Strategy, Troubleshooting, Collaboration, Health Checks, Metrics Development, Feedback Analysis

Industry

Software Development

Description

Customer Solution Lifecycle Management Handles increasingly complex, high-impact escalations on customer issues from the support or field teams. Escalates specific customer issues to appropriate teams. Conducts impact analysis to determine the priority of the escalations. Conducts deep root cause analysis of the issues and convert them into improvement opportunities. Assists in following up with the customers to explain the steps taken to resolve the issues. Communicates progress and keeps stakeholders aligned with respect to escalations. Leads the resolution of escalations by analyzing and prioritizing data from stakeholders and directing efforts to restore service with minimal disruption to the customer and business. Serves as an escalation resource in areas of subject matter expertise. Represents team on highly complex issues and answers a large variety of technical questions and concerns. Helps create solution health protocols and designs customer procedures. Utilizes cross systems to conduct health checks to ensure customer environment (e.g., product, service, feature) is optimized and configured for deployment, including all increasingly complex, high-impact, and pending issues are resolved. Shares insights with others as a subject matter expert (SME) and demonstrates how to effectively leverage tools and code effectively to assist customers. Showcases the functions and purposes of new deployment to the customers and answers their questions/concerns. Serves as a connecting point between the engineering team and customers throughout the solution lifecycle. Utilizes any resources to respond and resolve the immediate issues throughout the solution lifecycle. Guides others on the implementation improvements to accurately capture metrics. Ensure problems are solved and streamlines processes to address concerns. Conducts feature reviews on new deployments to identify gaps and content improvement opportunities. Engages with customers to understand their business and availability needs to then develop guidance to meet deployment needs. Drives customer issues related to new deployment. Develops and updates the tracker to inform increasingly challenging and/or strategic customers and partners about the increasingly complex thematic active issues, progress made on them, and discuss next steps. Ensures increasingly complex issues/incidents reported by customers are moving through the system. Contributes to or investigates and troubleshoots the increasingly complex issues using diagnostics. Facilitates discussions with key partners and stakeholders on product strategy and product roadmaps by interpreting customer scenarios, and actively resolving issues and concerns. Provides recommendations on implementing large-scale automation of increasingly complex solutions and new features/tools to improve large-scale products. Working with teams to recommend changes to content improvement or troubleshooting guides and developing metrics to evaluate the changes. Partners with other teams (e.g., program managers, software engineers, product, customer service support [CSS] teams) to prioritize and drive resolutions of increasingly complex, high-impact customer issues and integration of customer features into the products. In collaboration with internal partner team, delivers complex solutions back to the customers. Leads discussions with stakeholders on customer progression and provides expertise on resolutions plans for common types of customer issues. Builds partnerships with internal technical teams and provides expertise on updating the troubleshooting resources and internal and external content. Proactively communicates the translation of signals into actionable insights/trends to product teams to improve service reliability. Utilizes customer telemetry data and other resources identify ways to reduce the number of incidents. Leads coordination with stakeholders (e.g., engineering/product teams) to develop mechanisms that improve the customer health engagement and reduce the turnover time. Acts as a voice of customers (VOCs) to directionally inform relevant product and business groups on customer product experience and usage and how to improve customer environment. Serves as a technical expert by guiding relevant product and business groups to build customer engagement models to identify upscale and new customer opportunities. Leverages customers' feedback to provide input on business plans developed by the relevant product and business groups. Identifies customer usage patterns and driving resolutions on reoccurring customer issues with engineering and product and business groups. Closes the loop of feedback with the customers on product features. Bachelor's Degree in Engineering, Computer Science, Information Technology (IT), Data Analytics/Science, Artificial Intelligence (AI), or related field, AND significant years experience in technology industry, cloud, technical support, and/or customer experience engineering OR equivalent experience. Significant amount years customer facing experience. Master's Degree in Engineering, or related field AND a high amount of years experience in technology industry, cloud, technical support, and/or customer experience engineering OR Bachelor's Degree in Engineering, Computer Science, Information Technology (IT), Data Analytics/Science, Artificial Intelligence (AI), or related field AND a high amount of years experience in technology industry, cloud, technical support, and/or customer experience engineering OR equivalent experience. Significant amount years of customer facing experience.

Responsibilities

The Principal Customer Experience Engineer handles complex escalations on customer issues, conducts root cause analysis, and leads resolution efforts while communicating progress to stakeholders. They serve as a subject matter expert and connect engineering teams with customers throughout the solution lifecycle.