Overview

Senior Customer Experience Engineer - Compute (Linux) role at Microsoft. The Azure Customer Experience (CXP) team focuses on Strategic Azure Customers, delivering world-class engineering-led support experience to turn Azure customers into fans. The team emphasizes incident management, problem management, support, resiliency, and elevating the customer voice within Azure. The role is flexible to work up to 50% from home.

Responsibilities

• 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 direct customer input to detect and flag trends/patterns of issues in products or product usage. 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, share knowledge, 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, understand customer business and availability needs, and offer proactive guidance on designing configurations and deploying solutions on Azure.
• Handle complex escalations on customer issues from customers or support or field teams, conduct impact analysis, answer technical questions, and serve as an escalation resource in subject matter areas.
• 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 to influence business plans, 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) 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 turnaround time.

Qualifications

Required Qualifications:

• Bachelor’s Degree in Engineering, Computer Science, Information Technology (IT), Data Analytics/Science, Artificial Intelligence (AI), or related field AND 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.

Preferred Qualifications:

• Hands-on experience with one or more cloud technologies, including Core IaaS (Compute, Windows/Linux), 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: Azure Monitor, Log Analytics, Grafana, Datadog, Confluent, and similar tools.
• Strong communication skills to empathize with customers, explain technical issues to varied audiences, prioritize and advocate customer needs, and take ownership to resolve issues.
• Customer obsession and growth mindset: passion for delivering the right customer experience and ability to learn new skills quickly.

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.

EEO and Other

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, or any other characteristic protected by applicable laws. If you need assistance during the application process, accommodations are available.