[Hiring] Senior Customer Experience Engineer @Microsoft

Role Description

The world of business is undergoing a significant change with the next digital revolution, the move to the cloud and adoption of AI. M365 is at the forefront of this revolution with an ever-expanding array of services and offerings such as Microsoft Teams, Copilot and more.

We are looking for a Senior Customer Experience Engineer candidate with experience deploying M365 Services for large organizations to help us redefine the customer support experience.

The CE3 M365 Advanced Cloud Engineering Team (ACE) is the leading Engineering touch point with our Strategic Customers for the M365 Platform. We are a diverse global team of highly motivated, talented and customer obsessed Service engineers who love the balance of engineering and customer disciplines. We are constantly pushing ourselves to learn about the latest in collaborative technologies while solving deep engineering challenges on global complex systems where SaaS platforms are deployed in complex customer environments.

As an ACE you will be responsible for working with strategic customers to ensure they realize value and succeed with all M365 products, including adoption of new ones such as Copilot. You will be developing a lasting and trusted relationship with key platform stakeholders, understanding their technology setup, their business needs and their plans for adoption and use of the M365 platform. You will redefine the support experience by working with our support partners to ensure your customer gets an amazing engineering support experience first time, every time.

• The ACE will be accountable to show the value of the Mission Critical Service offer to facilitate successful renewal of their purchased services.
• You will also be the voice of the customer and have a solid connection with M365 service teams, to identify recurring issues and feature requests to drive product improvements.
• You will work with M365 Product Management & software engineering teams to provide direct and specific feedback from your customer on defects, issues and requested design changes.
• You will work with customer account teams to drive customer satisfaction.

Responsibilities

• Be responsible for the customer’s support experience with M365 working closely with engineering.
• Act as a Subject Matter Expert on at least one core workload (SharePoint, Microsoft Copilot, Exchange (Preferred), Microsoft Teams) to assist a broad set of customers.
• Support M365 customers via a multiple of modalities in a 24x7x365 global support delivery team.
• Ability to go technically deep across M365 services and actively seek solutions to customer needs and communicate trends to leadership.
• Improve internal efficiency and customer happiness by finding opportunities to optimize existing processes and tools.
• Build a close working relationship with other engineering teams related to assigned service areas (ie, Messaging, Collaboration, Platform Admin), to leverage in case of escalations, as well as to drive product improvements.
• Lead and contribute your ideas and innovation to various M365 Service Improvement Programs and initiatives to advance our collective capabilities.
• Drive Frontier programs internally to ensure the ACE team transforms the way we work and deliver for our customers.

Qualifications

• Required Qualifications:
• 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.
• Additional Qualifications:
• Master's Degree in Engineering, or related field AND 6+ 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 8+ years experience in technology industry, cloud, technical support, and/or customer experience engineering OR equivalent experience.
• 2+ years of customer facing experience.

Requirements

• Customer Experience Engineering IC4 - The typical base pay range for this role across the U.S. is USD $119,800 - $234,700 per year.
• There is a different range applicable to specific work locations, within the San Francisco Bay area and New York City metropolitan area, and the base pay range for this role in those locations is USD $160,200 - $261,000 per year.
• Certain roles may be eligible for benefits and other compensation. Find additional benefits and pay information here: https://careers.microsoft.com/us/en/us-corporate-pay
• This position will be open for a minimum of 5 days, with applications accepted on an ongoing basis until the position is filled.

Company Description

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.