Senior Customer Experience Engineer

Microsoft is a leading technology company dedicated to empowering every person and organization on the planet. They are seeking a Senior Customer Experience Engineer to serve as the primary support and engineering contact for Azure customers, driving resolution of complex problems and enhancing customer experience.

Responsibilities:

• 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 trends/patterns of issues in the products or products misuse across customers
• Develop and share insights and best practices with customers
• Recommend and help develop training/readiness modules (e.g., mentoring, leading triages, content creation, brown bag sessions, blogs, quality assurance checks)
• Acts as a mentor, shares knowledge, and contributes to the content and readiness strategy for the team
• Serve as a connecting point between the product team and customers throughout the engagement lifecycle, engage with customers to understand their business and availability needs, develop and offer proactive guidance on designing configurations and deploying solutions on Azure
• Handle complex 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
• 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, unblock, and resolve critical customer issues
• Collaborate with stakeholders to deliver solutions to strategic customers and develop mechanisms that improve customer health and reduce the turnover time

Requirements:

• Bachelor's Degree in Engineering, Computer Science, Information Technology (IT), Data Analytics/Science, Artificial Intelligence (AI), or related field AND 4+ years experience in technology industry, cloud, technical support, and/or customer experience engineering OR equivalent experience
• 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
• 4 years of demonstrated IT experience supporting and troubleshooting enterprise level, mission-critical applications resolving complex issues/situations and driving technical resolution across cross-functional organizations
• Critical Requirement: Japanese language skill – this person will be part of our virtual team focused on supporting Japanese customers and needs to be conversant in the language. Ability to speak, understand, read and write Japanese language
• 2+ years of experience with being on-call and driving mitigation for mission critical incidents
• Technical Skills: Demonstrated hands on experience in one or more of the following: Core IaaS: Compute, Storage, Networking, High Availability, Azure Kubernetes Service Data Platform and Bigdata: SQL Server, Azure SQL DB, HDInsight/Hadoop, Machine Learning, Azure Stream Analytics, Azure Data Factory / Data Bricks, Cosmos DBAzure PaaS Services: App Services, Azure Functions, Redis Cache, and Event Hub 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