Senior Customer Experience Engineer

Overview

Are you looking for a product group/engineering role where you will impact the product roadmap while working directly with support teams and strategic customers to solve tough technical problems and deliver an amazing support experience? Do you have a solid desire to build deep technical skills and develop tools and training to empower support engineers in partnership with the engineering teams that are creating amazing new capabilities in the Windows 365 and Azure Virtual Desktop space?

If so, then we are looking for you!

The Windows 365 & Azure Virtual Desktop Support-as-a-Feature Team engages with our customers and our support partners to ensure that we deliver top-notch customer experiences, and that supportability is an integral part of the product engineering lifecycle. We are looking for customer-obsessed individuals who can become deep technical subject matter experts and develop, improve, and operate processes on a global scale. We are a team focused on learning from deep technical engagement with customers and support engineers to improve Windows 365 and Azure Virtual Desktop; thus, accelerating adoption of Windows in the cloud! Our business is complex and requires a high degree of operational and execution excellence.

As a Senior Customer Experience Engineer in the Support-as-a-Feature Team, you will be part of the larger Customer Experience Engineering (CXE) org that engages across support, community, and partner aspects of customers' journey with our products.

Microsoft's mission is to empower every person and every organization on the planet to achieve more. As employees we come together with a growth mindset, innovate to empower others, and collaborate to realize our shared goals. Each day we build on our values of respect, integrity, and accountability to create a culture of inclusion where everyone can thrive at work and beyond.

Responsibilities

This senior-level individual, along with the rest of the team, will engage directly with customers, support, and feature teams across these areas of responsibility:

• Work independently across multiple teams within the organization to coordinate the team's engagement in complex customer and support issues, driving improvements in product and process at a regional and global level.
• Partner with feature engineering teams to review architecture/design and provide feedback and guidance as it relates to customer experience, customer impact, and support delivery.
• Engage directly with strategic customers to help them solve technical problems or alert them to potential issues while helping them understand the capabilities of Windows 365 and Azure Virtual Desktop so they can operationalize the support of those services.
• Develop training and readiness materials around upcoming features and changes to support teams including delivering telemetry, troubleshooting guides, best practices insights, and diagnostics data in a secure way to help them handle customer support cases.
• Be the "bridge" between support teams and feature engineering teams. Help engineering teams learn about customer issues and incorporate feedback into the product planning process. Handle escalation support for all customer-reported incidents and work to reduce escalation workload for engineering feature teams.

Qualifications

Required/Minimum Qualifications:

• Bachelors 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.

Other Requirements: Ability to meet Microsoft, customer and/or government security screening requirements are required for this role. These requirements include but are not limited to the following specialized security screenings:

• Microsoft Cloud Background Check: This position will be required to pass the Microsoft Cloud background check upon hire/transfer and every two years thereafter.

Preferred Qualifications:

• Passion for working directly with customers and engaging at a variety of levels within their organization (IT administrators to IT leaders). 4+ years' experience working in customer-facing roles like product support, consulting, product management, etc.
• Demonstrated experience in client-side technical support roles with solid software, OS, hardware, and networking troubleshooting skills.
• 2+ years' experience installing, configuring, or supporting enterprise-scale Windows 365, Azure Virtual Desktop, or other desktop virtualization and Desktop-as-a-Service environments.
• 4+ years' experience leading supportability and troubleshooting the availability of applications, systems, networks, and servers in a cloud-based Infrastructure-as-a-Service environment. Experience working with Microsoft Azure including services such as Compute, Storage, and Networking is highly desirable.
• Production support experience with Windows 10, Windows 11, as well as iOS and Android operating systems. Experience supporting Mobile Device Management solutions with these platforms in production environments is highly desirable.
• Broad technical awareness across the Microsoft 365 stack. Product knowledge of any of the following is helpful: Intune, Entra Identity/AAD, Windows client, Office 365, Microsoft 365, and related technologies.
• Mandarin.

#W+DJOBS

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.

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.