Customer Experience Engineer
5 months ago
Overview
Are you a customer-obsessed, AI-curious problem-solver who thrives in an inclusive, collaborative global team? The Azure CXP team’s mission is to transform Microsoft Cloud customers into fans.
Through our deep engineering engagements with customers and teams across Microsoft, we analyze and amplify customer needs and drive the vision to improve Cloud quality, security, and reliability.
Our culture of growth mindset and empowerment are central to who we are and how we work.
Every day, our customers stake their business and reputation on our cloud. You can help Azure CXP provide our customers with the world-class cloud services they need to succeed.
Qualifications
Excellent Communication: Must have the 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. Preferred Qualifications: Cosmos DB, Azure Kubernetes ServiceExperience in one or more automation languages (PowerShell, Python, C#, Open Source) Technical Skills: Some understanding of cloud computing technologies. Optionally, demonstrated hands on experience in one or more of the following:Core IaaS: Compute, Storage, Networking, High AvailabilityData Platform and Bigdata: SQL Server, Azure SQL DB, HDInsight/Hadoop, Machine Learning, Azure Stream Analytics, Azure Data FactoryAzure PaaS Services: Redis Cache, Service Bus, Event Hub, Cloud Service, IoT suite, Mobile Apps, etc.Identity and Authentication: SSO/Federation, AD/Azure AD, ADFS, etc.Microsoft Cloud Background Check: This position will be required to pass the Microsoft Cloud Background Check upon hire/transfer and every two years thereafter.
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Responsibilities
Technical Oriented – Utilizes engineering tools, customer telemetry and direct input. Flags the patterns of defects/signals in the products or issues across customers. Inform customers and partners about the complex thematic active issues, progress made on them, and discuss next steps. Synthesizes feedback from customers and partners to learn about the product usage and identify and resolve feature and knowledge gaps and key performance indicators (KPIs) in the current product. Leads team in sharing insights and best practices with customers and partners on these service improvements. Recommends changes to content improvement or troubleshooting guides and develops metrics to evaluate the changes Customer Solution Lifecycle Management – Utilizes cross systems to conduct health checks to ensure customer environment (e.g., product, service, feature) is optimized and configured for deployment. Provides guidance to customers on understanding and implementing new versions. serves as a connection point between the engineering team and customers throughout the solution’s lifecycle. Utilizes any resources to respond and resolve the immediate issues throughout the solution lifecycle. Proactively provides guidance to customers on designing configurations and deploying solutions on Microsoft platforms. Handles complex escalations on customer issues from the support or field teams. Conducts impact analysis to determine the priority of the escalations. Conducts deep root cause analysis of the issues and converts them into improvement opportunities. Serves as an escalation resource in areas of subject matter expertise. Represents the team on highly complex issues and answers a large variety of technical questions and concerns. Relationship/Experience Management – 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. Closes 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) to prioritize and drive resolutions of complex, high-impact customer issues and integration of customer features into the products. Leads discussions with stakeholders on customer progression and provides expertise on resolutions plans for common types of customer issues. Proactively communicates the translation of signals into actionable insights/trends to product teams to improve service reliability. Leads coordination with stakeholders (e.g., engineering/product teams) to develop mechanisms that improve customer health engagement and reduce the turnover time. Benefits/perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work.Industry leading healthcareEducational resourcesDiscounts on products and servicesSavings and investmentsMaternity and paternity leaveGenerous time awayGiving programsOpportunities to network and connect-
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