The Job

Senior Customer Experience Engineer

Teknik, data och digitalt · Mjukvaru- och webbutveckling · Mjukvaruutveckling · Produktledning

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I korthet

This Senior Customer Experience Engineer role focuses on enhancing the support experience for Windows 365 and Azure Virtual Desktop by collaborating with customers, support teams, and engineering. The position involves deep technical engagement, developing tools and training, and acting as a liaison between support and product development.

Ansvarsområden

  • Coordinate engagement across multiple teams to drive improvements in product and process at a regional and global level.
  • Partner with feature engineering teams to review architecture/design and provide feedback on customer experience and support delivery.
  • Engage directly with strategic customers to solve technical problems and help them understand product capabilities.
  • Develop training and readiness materials for support teams, including troubleshooting guides and best practices.
  • Serve as a bridge between support and feature engineering teams, incorporating customer feedback into product planning.
  • Handle escalation support for customer-reported incidents.

Krav

  • Bachelor's Degree in Engineering, Computer Science, Information Technology, Data Analytics/Science, Artificial Intelligence, or related field AND 4+ years experience in technology industry, cloud, technical support, and/or customer experience engineering.
  • Equivalent experience is accepted.
  • Ability to meet Microsoft, customer, and/or government security screening requirements.
  • Must pass the Microsoft Cloud Background Check upon hire/transfer and every two years thereafter.

Önskade kvalifikationer

  • Passion for working directly with customers and engaging at various organizational levels.
  • 4+ years experience in customer-facing roles (e.g., product support, consulting, product management).
  • Demonstrated experience in client-side technical support with strong software, OS, hardware, and networking troubleshooting skills.
  • 2+ years experience installing, configuring, or supporting enterprise-scale Windows 365, Azure Virtual Desktop, or other desktop virtualization/DaaS environments.
  • 4+ years experience leading supportability and troubleshooting for applications, systems, networks, and servers in a cloud-based IaaS environment.
  • Experience working with Microsoft Azure services (e.g., Compute, Storage, Networking).
  • Production support experience with Windows 10, Windows 11, iOS, and Android operating systems.
  • Experience supporting Mobile Device Management solutions for these platforms.
  • Broad technical awareness across the Microsoft 365 stack.
  • Product knowledge of Intune, Entra Identity/AAD, Windows client, Office 365, Microsoft 365, and related technologies is helpful.
  • Mandarin language proficiency.

Förmåner

  • 4 days/week in-office work model.
  • Travel less than 25%.
  • Opportunity to impact product roadmap.
  • Direct engagement with support teams and strategic customers.
  • Develop deep technical skills.
  • Work in the Windows 365 and Azure Virtual Desktop space.
  • Competitive base pay range (USD $119,800 - $234,700 for U.S. locations, higher for specific metro areas).
  • Eligibility for other benefits and compensation.
#Windows 365#Azure Virtual Desktop#Customer Experience Engineering#Program Management
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Företag

Microsoft

Publicerade jobb

för 1 månad sedan

Anställningstyp

Heltid

Arbetsform

Hybrid

Erfarenhetsnivå

Senior

Platser

United States

Kvalifikation

Kandidatexamen

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