Customer Experience Engineer

Job description

**Overview** Every minute of every day, customers stake their entire business and reputation on Microsoft Cloud. The Azure Engineering Operations (EngOps) 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? Come join us and surround yourself with people who are passionate about cloud computing and believe that extraordinary support is critical to customer success. As an Advanced Cloud Engineer 2 – Customer Focused, you are the primary support and engineering contact accountable for the customer’s Azure support experience driving resolution of complex critical problems and supporting key customer projects on Azure. You will also act as the voice of the customer within Azure to escalate problems and to drive prioritization of platform/support improvement needs for customers. In this role, you will work together with field teams (Customer Success Account Managers, Cloud Solution Architects, Support Escalation Engineers) and Azure engineering teams with our mission to turn Azure customers into fans with a world-class engineering-led support experience. 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. **Responsibilities** Technical Oriented Utilizes engineering tools, customer telemetry and direct input. Flags the patterns of defects/signals in the products or issues across customers. Inform customers and partners about the complex thematic active issues, progress made on them and discuss next steps. Synthesize feedback from customers and partners to learn about the product usage and identify and resolve feature and knowledge gaps and key performance indicators (KPIs) in the current product. Leads team in sharing insights and best practices with customers and partners on these service improvements. Recommend changes to content improvement or troubleshooting guides and develops metrics to evaluate the changes. Customer Solution Lifecycle Management Utilizes cross systems to conduct health checks to ensure the customer environment (e.g., product, service, feature) is optimized and configured for deployment. Provides guidance to customers on understanding and implementing new versions. Serves as a connecting point between the engineering team and customers throughout the solution’s lifecycle. Utilizes any resources to respond and resolve the immediate issues throughout the solution lifecycle. Proactively provides guidance to customers on designing configurations and deploying solutions on Microsoft platforms. Handles complex escalations on customer issues from the support or field teams. Conducts impact analysis to determine the priority of the escalations. Conducts deep root cause analysis of the issues and converts them into improvement opportunities. Serves as an escalation resource in areas of subject matter expertise. Represents the team on highly complex issues and answers a large variety of technical questions and concerns. Relationship/Experience Management Acts as a voice of customers and 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. Leads their team in engaging with feature and product groups on redesign/customer requested changes for Microsoft products. Close the loop of feedback with the customers on product features. Partners with other teams (e.g., program managers, software engineers, product, customer service support [CSS] teams) prioritize and drive resolutions of complex, high-impact customer issues and integration of customer features into the products. Leads discussions with stakeholders on customer progression and provide expertise on resolutions plans for common types of customer issues. Proactively communicates the translation of signals into actionable insights/trends to product teams to improve service reliability. Leads coordination with stakeholders (e.g., engineering/product teams) to develop mechanisms that improve customer health engagement and reduce the turnover time. **Qualifications** 7+ years of demonstrated IT experience supporting and troubleshooting enterprise applications and resolving complex technical issues.Experience working in a customer/client-facing technical role, preferably supporting cloud-based technologies. Hands-on experience with **Monitoring & Observability**, application/resource troubleshooting, and analyzing telemetry and alerts.Experience with **Azure** and familiarity with **Kusto Query Language (KQL)** is preferred. Exposure to **AI/AI-powered troubleshooting and automation** is a plus.Experience in **computing, networking, or distributed systems** is preferred. Customer & Collaboration Skills: Strong customer focus with the ability to understand customer needs and drive issues toward resolution. Ability to explain technical concepts clearly to both technical and non-technical audiences.Strong troubleshooting, analytical, and problem-solving skills. Ability to collaborate effectively across engineering, product, and support teams.Demonstrated ownership, accountability, and willingness to learn. On-Call & Operational Readiness: Willingness to participate in a **24x7 on-call rotation** to support critical customer and service incidents. Growth Mindset: Passion for learning new technologies and applying them to solve customer problems.Comfortable working in a fast-paced environment with evolving technologies and priorities.Interest in **AI, automation, Monitoring & Observability, and cloud operations**. Hands-on experience with **automation, scripting, or developing tools** to improve operational efficiency and reduce repetitive manual tasks. Security Requirements: Ability to meet Microsoft, customer, and/or government security screening requirements is required for this role. This includes, but is not limited to, the **Microsoft Cloud Background Check**, which must be completed upon hire/transfer and every two years thereafter. 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.**](https://careers.microsoft.com/v2/global/en/accessibility.html)