The Job

Customer Experience Engineer

Technology, Data & Digital · Software & Web Development · Software Engineering · Data Analysis · Product Management

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In short

Join Microsoft Azure's Engineering Operations team as a Customer Experience Engineer, focusing on enhancing customer satisfaction and cloud service quality. This hybrid role involves orchestrating incident management, analyzing customer feedback, and collaborating with engineering teams to resolve complex technical issues and drive product improvements. Ideal candidates possess strong problem-solving skills, cloud technology expertise, and a passion for customer advocacy.

Responsibilities

  • Develop production-grade solutions using languages like C#, Python, Java, JavaScript, or Go, building automation, tooling, APIs, and telemetry-driven solutions.
  • Design, deploy, and troubleshoot cloud-native solutions with knowledge of distributed systems, observability, CI/CD, and Infrastructure as Code.
  • Utilize engineering tools and customer telemetry to identify and flag patterns of defects or issues across customers.
  • Inform customers and partners about complex thematic issues, progress, and next steps.
  • Synthesize feedback to understand product usage and identify feature/knowledge gaps and key performance indicators (KPIs).
  • Recommend changes to content or troubleshooting guides and develop metrics to evaluate these changes.
  • Conduct health checks to ensure customer environments are optimized and configured for deployment.
  • Provide guidance on understanding and implementing new versions of products and services.
  • Serve as a connecting point between engineering teams and customers throughout the solution's lifecycle.
  • Respond to and resolve immediate issues throughout the solution lifecycle.
  • Proactively provide guidance on designing configurations and deploying solutions on Microsoft platforms.
  • Handle complex escalations from support or field teams, conduct impact analysis, and determine escalation priority.
  • Conduct deep root cause analysis of issues and convert them into improvement opportunities.
  • Act as an escalation resource in areas of subject matter expertise.
  • Represent the team on highly complex issues and answer a wide range of technical questions.
  • Act as a voice of customers, leveraging feedback to influence business plans and product roadmaps.
  • Identify customer usage patterns and drive resolutions for recurring customer issues with engineering and product groups.
  • Engage with feature and product groups on redesigns and customer-requested changes for Microsoft products.
  • Close the feedback loop with customers on product features.
  • Partner with various teams (program managers, software engineers, product, CSS) to prioritize and drive resolutions of complex, high-impact customer issues.
  • Integrate customer features into products.
  • Lead discussions with stakeholders on customer progression and provide expertise on resolution plans.
  • Proactively communicate the translation of signals into actionable insights and trends to product teams to improve service reliability.
  • Coordinate with engineering/product teams to develop mechanisms that improve customer health engagement and reduce turnover time.

Requirements

  • Bachelor's Degree in Engineering, Computer Science, Information Technology (IT), Data Analytics/Science, Artificial Intelligence (AI), or related field OR equivalent experience.
  • Extensive experience in the technology industry, cloud, technical support, and/or customer experience engineering.
  • Extensive demonstrated IT experience supporting and troubleshooting enterprise-level, mission-critical applications.
  • Proven ability to resolve complex issues/situations and drive technical resolution across cross-functional organizations.
  • Extensive experience in an external customer/client-facing role.
  • Proven experience working on cloud computing technologies.
  • Experience with being on-call.
  • Technical Skills: Cloud computing technologies. Demonstrated hands-on experience in one or more of the following: Core IaaS (Compute, Storage, Networking, High Availability, Azure Kubernetes Service), Data Platform and Big Data (SQL Server, Azure SQL DB, HDInsight/Hadoop, Machine Learning, Azure Stream Analytics, Azure Data Factory/Data Bricks, Cosmos DB), Azure PaaS Services (Redis Cache, Service Bus, Event Hub, Cloud Service, IoT suite, Mobile Apps, etc.).
  • Communication skills: ability to empathize with customers and convey confidence.
  • Ability to explain highly technical issues to varied audiences.
  • Ability 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.
  • Ability to meet Microsoft, customer and/or government security screening requirements, including Microsoft Cloud Background Check.

Desired Qualifications

  • Role type: Individual Contributor.
  • Discipline: Customer Experience Engineering.
  • Travel: Less than 25%.

Benefits

  • Certain roles may be eligible for benefits and other compensation.
  • Access to additional benefits and pay information via provided links.
  • Equal opportunity employer.
  • 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.
#customer experience#engineering operations#cloud computing#incident management#support#enablement#quality#reliability#azure#automation#api#telemetry#solution engineering#cloud architecture#distributed systems#observability#ci/cd#infrastructure as code#troubleshooting#root cause analysis#customer success#program management
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Company

Microsoft

Job Posted

3 weeks ago

Employment Type

Full Time

WorkMode

Hybrid

Experience Level

Mid-Senior

Locations

Romania

Qualification

Bachelor

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