Senior Customer Experience Engineer

Senior Customer Experience Engineer - AI Join to apply for the Senior Customer Experience Engineer - AI role at Microsoft
The Azure Customer Experience (CXP) team focuses on delivering high-quality and reliable cloud experiences. We are the ACES Strategic team (Advanced Cloud Engineering & Supportability) within Azure CXP, focused on Strategic Azure Customers. We are customer-obsessed problem-solvers who connect customer voice with Azure engineering to drive quality and scale learning across our customer base. Diversity and inclusion are central to who we are and what we enable our customers to achieve.
Are you customer-obsessed and passionate about solving complex technical problems? Do you take pride in enhancing customer experience through innovation? If yes, join us and surround yourself with people who are passionate about cloud computing and believe extraordinary support is critical to customer success.
As a customer-focused Advanced Cloud Engineer, you are the primary engineering contact accountable for your customer’s support experience on Azure. You will drive resolution of critical and complex problems, support key customer projects on Azure, and be the voice of the customer within Azure. You will work with Customer Success Account Managers, Cloud Solution Architects, Technical Support Engineers, and Azure engineering to deliver world-class engineering-led support experiences that turn Azure customers into fans. This role is flexible in that you can work up to 50% from home.
Microsoft’s mission is to empower every person and every organization on the planet to achieve more, built on a culture of inclusion where everyone can thrive.
Responsibilities Technically Oriented: 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 to mitigate critical incidents.
Use engineering and support tools, customer telemetry and/or direct customer input to detect and flag trends/patterns of issues 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). Act as a mentor and contribute to the content and readiness strategy for the team.
Customer Solution Lifecycle Management 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, and provide proactive guidance on designing configurations and deploying solutions on Azure.
Handle complex escalations on customer issues, conduct impact analysis, provide answers to technical questions, and serve as an escalation resource in areas of subject matter expertise.
Conduct in-depth root cause analysis of issues and translate findings into opportunities for improvement, tracking and driving them as repair items.
Relationship/Experience Management Act as voice of customers and synthesize product feedback from strategic customers to inform business plans developed by product groups. Identify usage patterns and drive resolutions for recurring issues with product groups; close the feedback loop with customers on product features.
Partner with other teams (e.g., program managers, software engineers, product, customer service support teams) to 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 turnover time.
Qualifications Required Qualifications: Bachelor's Degree in Engineering, Computer Science, Information Technology (IT), Data Analytics/Science, Artificial Intelligence (AI), or related field AND relevant experience in technology industry, cloud, technical support, and/or customer experience engineering OR equivalent experience.
Demonstrated experience supporting and troubleshooting enterprise-level, mission-critical applications and infrastructure, resolving complex issues and driving technical resolution across cross-functional teams.
Experience with being on-call and driving mitigation for mission-critical incidents.
Relevant experience with AI.
Preferred Qualifications Technical Skills: Hands-on experience with SME-level expertise in Cloud technologies, including Core IaaS (Compute, Storage, Networking, Kubernetes, High Availability); Data Platform and Big Data (Azure SQL DB, Cosmos DB, PostgreSQL on Azure, Azure Data Bricks, Azure Data Factory, AI/ML); Azure PaaS Services (App Services, Azure Functions, Redis Cache, Event Hub); Monitoring technologies (Azure Monitor, Log Analytics, Grafana, Datadog, Confluent).
Strong communication skills: ability to explain highly technical issues to varied audiences and advocate for customer needs.
Customer Obsession: Passion for delivering the right customer experience.
Growth Mindset: Openness to learn new skills and technologies in a fast-paced environment.
The ability to meet Microsoft, customer and/or government security screening requirements is required for this role, including Microsoft Cloud Background Check upon hire/transfer and every two years thereafter.
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, 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. If you need assistance during the application process, read more about requesting accommodations.
Seniority level Not Applicable
Employment type Full-time
Job function Other
Industries Software Development
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