Customer Service Engineer

Found in: Talent IE C2 - 2 weeks ago

Dublin, Ireland Microsoft Full time

Overview

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 passionate candidates with experience deploying M365 Services for large organizations to help us redefine the customer support experience.

The Team

The M365 Advanced Cloud Engineering Team (ACE) team is part of the Customer Success Engineering organisation and 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. Working together as a team to innovate on the customer experience is something that we are collectively passionate about.

The Role

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.

You will also be the voice of the customer and have a strong connection into M365 product 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 and you will work with customer account teams to drive customer satisfaction. Due to the impact and success of the initial phase of this program, we are scaling the service to onboard our next wave of customers and are building out a complete team, looking for customer obsessed Senior and Engineering Level II profiles.

If you are passionate about Cloud Services, a quick learner and passionate about helping customers, we want you

You can learn more about our Engineering Dublin site here:

Qualifications

Bachelor's Degree OR Masters in Engineering, Computer Science, or related field AND experienced in the software industry experience related to technology Strong experience in customer facing roles.

Responsibilities

Technical-Oriented

Identifies and utilizes engineering tools, customer telemetry and/or direct customer input to flag the patterns of defects/signals in the products or products misuse, or issues across customers.  Tracks customer incidents and engages with challenging and/or strategic customers and partners to understand the issue, inform them about the active cases, and communicate progress and next steps to customers.  Contributes to or investigates and troubleshoots the issues using diagnostics. Ensures issues/incidents reported by customers are moving through the system. Gathers and synthesizes feedback from challenging and/or strategic customers and partners with broader context (e.g., industry and regulatory needs/standards) to learn ways in which customers and partners use the product and identify feature and knowledge gaps, misconfigurations, metrics, and key performance indicators (KPIs) in the current product. Collaborates with partners and stakeholders to discuss product strategy and product roadmaps by understanding customer scenarios. Helps implement automation of complex solutions and new features/tools to improve products. Consistently shares insights and best practices with customers and internal partners on these product improvements. Identifies and recommends changes to content improvement or troubleshooting guides. Recommends and helps develop training/readiness modules (e.g., mentoring, leading triages, content creation, brown bag sessions, blogs, quality assurance checks). Recommends solutions for closing skill gaps on readiness needs. Acts as a mentor, shares knowledge, and contributes to the content and readiness strategy for the discipline.

Customer Solution Lifecycle Management

Proactively conducts health checks to ensure customer environment (e.g., product, service, feature) is optimized and configured for deployment, including all complex pending issues are resolved.  Provides guidance to customers on understanding and implementing new versions, software updates, and releases of platforms within Microsoft. Showcases the functions and purposes of new deployment to the customers and answers their questions/concerns. Serves as a connecting point between the engineering team and customers leadership throughout the solution lifecycle.  Conducts feature reviews on new deployment to identify gaps and content improvement opportunities. Provides guidance to customers on designing configurations and deploying solutions on Microsoft platforms. Engages with customers to understand their business and availability needs to then develop guidance to meet deployment needs. Handles complex escalations on customer issues from the support or field teams. Escalates specific customer issues to appropriate teams, seniors, or managers within the team, if more assistance is needed.  Conducts impact analysis to determine the priority of the escalations. Conducts root-cause analysis of the issues and convert issues to improvement opportunities. Communicates progress and keeps stakeholders aligned with respect to escalations.  Serves as an escalation resource in areas of subject matter expertise. Represents team on highly complex issues and answers a large variety of technical questions and concerns.

Relationship/Experience Management

Acts as a voice of customers (VOCs) to directionally inform relevant product and business groups on customers product experience and usage. Helps to identify upscale and new customer opportunities.  Leverages customers' feedback to provide input on business plans developed by the product and business groups. Identifies customer usage patterns and shares insights on reoccurring customer issues with relevant product and business groups.  Engages 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, unblock, and resolve complex customer issues. In collaboration with internal partner team, delivers solutions back to the customers.  Facilitates discussions with stakeholders on customer progression and common types of customer issues. Builds partnerships with internal technical teams to prepare for new feature/product launch and update the troubleshooting resources and internal and external content.  Communicates the translation of signals into actionable insights/trends to product teams to improve service reliability. Coordinates with stakeholders (e.g., engineering/product teams) to develop mechanisms that improve the 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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