Customer Experience Engineering IC6

Overview

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.

Identifies, utilizes, recommends, and optimizes engineering tools, customer telemetry, and/or direct customer input services/systems. Synthesizes and combines various insights from highly prominent, challenging and/or strategic customers and partners to learn their product usage and drives resolution on knowledge gaps, misconfigurations, metrics, and key performance indicators (KPIs) in the current product. Develops and leads team members to implement an end-to-end training/readiness program. Creates solution-health protocols and designs customer procedures. Drives highly complex, high-impact escalations on customer issues from the support or field teams. Acts as a voice of customers (VOCs) to directionally inform relevant product and business groups on customer product experience and usage and how to improve customer environment. Leads partnerships with other teams to prioritize and drive resolutions of highly complex, high-impact customer issues and integration of customer features into the products.

Responsibilities

Customer Solution Lifecycle Management • Creates solution health protocols and designs customer procedures. Encourages team members to utilize cross systems to conduct health checks to ensure customer environment (e.g., product, service, feature) is optimized and configured for deployment, including all increasingly complex, high-impact, and pending issues are resolved. Shares insights with others as a subject matter expert (SME) and leads others to effectively leverage tools and code effectively to assist customers. Takes initiative to create novel tools. Provides strategic 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 strategic customers and answers their questions/concerns. Serves as a connecting point between the engineering team and customers throughout the solution lifecycle. Utilizes any resources to respond and resolve the immediate issues throughout the solution lifecycle. Identifies areas of improvement to accurately capture metrics. Oversees that problems are solved and streamlines processes to address concerns. Leads team members to conduct feature reviews on new deployments to identify gaps and content improvement opportunities. Proactively raises awareness of key service changes and/or deprecations and guides strategic customers in designing configurations and deploying solutions on Microsoft platforms. Engages with strategic customers to understand their business and availability needs to then develop guidance to meet deployment needs. Drives and owns customer issues related to the new deployment. • Drives highly complex, high-impact escalations on customer issues from the support or field teams. Prioritizes and escalates specific customer issues to appropriate teams. Provides guidance to team members to conduct and then interprets impact analysis to determine the priority of the escalations. Interprets deep root-cause analysis of the issues to develop improvement opportunities. Assists in following up with the customers to explain the steps taken to resolve the issues. Ensures stakeholders are aligned and informed about the progress on escalations. Leads the resolution of escalations by analyzing and prioritizing data from stakeholders and directing efforts or applying deep subject matter expertise to restore service with minimal disruption to the customer and business. Serves as an escalation resource in areas of subject matter expertise. Proactively represents team on highly complex issues and answers a large variety of technical questions and concerns. Relationship/Experience Management • Leads partnerships with other teams (e.g., program managers, software engineers, product, customer service support [CSS] teams) to prioritize and drive resolutions of highly complex, high-impact customer issues and integration of customer features into the products. In collaboration with internal partner team, delivers highly complex solutions back to the customers. Leads discussions with stakeholders on customer progression and drives resolutions plans for common types of customer issues. Builds partnerships with internal technical teams and provides expertise on updating the troubleshooting resources and internal and external content. Prepares team for new feature/product launch. Proactively communicates the translation of signals into actionable insights/trends to product teams to improve service reliability. Interprets customer telemetry data and other resources to develop ways to reduce the number of incidents. Leads coordination with stakeholders (e.g., engineering/product teams) to develop mechanisms that improve the customer health engagement and reduce the turnover time. • Acts as a voice of customers (VOCs) to directionally inform relevant product and business groups on customer product experience and usage and how to improve customer environment. Serves as a techn

Qualifications

Required/minimum qualifications Bachelor's Degree in Engineering, Computer Science, Information Technology (IT), Data Analytics/Science, Artificial Intelligence (AI), or related field AND 8+ years experience in technology industry, cloud, technical support, and/or customer experience engineering OR equivalent experience. 3+ years of customer facing experience. Additional or preferred qualifications Master's Degree in Business Administration, Engineering, or related field AND 12+ years experience in technology industry, cloud, technical support, and/or customer experience engineering OR Bachelor's Degree in Engineering, Computer Science, Information Technology (IT), Data Analytics/Science, Artificial Intelligence (AI), or related field AND 15+ years experience in technology industry, cloud, technical support, and/or customer experience engineering OR equivalent experience. 5+ years of customer facing 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.

Customer Experience Engineering IC6 - The typical base pay range for this role across the U.S. is USD $165,600 - $296,400 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 $220,800 - $331,200 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. (https://careers.microsoft.com/v2/global/en/accessibility.html)