Senior Customer Experience Engineer

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 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 a Senior 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 service 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 Engineering profiles.  

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

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.

Required Qualifications:

• Bachelor's Degree in Engineering, Computer Science, or related field AND experience in software industry experience related to technology
  • OR equivalent experience. 
• Customer facing experience.
• Software industry experience related to technology.

Preferred Qualifications: 

• Master's Degree in Engineering,
  • OR related field AND software industry experience related to technology
  • OR Bachelor's Degree in Engineering, Computer Science,
  • OR related field AND software industry experience related to technology
  • OR equivalent experience.

Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request via the Accommodation request form.

Benefits/perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work.

Technical-Oriented 

• Identifies, utilizes, and recommends the existing engineering tools, customer telemetry and/or direct customer input services/systems. Flags the patterns of defects/signals in the products or products misuse, or issues across customers. Develops and updates the tracker to inform increasingly challenging and/or strategic customers and partners about the increasingly complex thematic active issues, progress made on them, and discuss next steps. Ensures increasingly complex issues/incidents reported by customers are moving through the system. Contributes to or investigates and troubleshoots the increasingly complex issues using diagnostics.
• Encourages and synthesizes feedback from increasingly 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 and resolve feature and knowledge gaps, misconfigurations, metrics, and key performance indicators (KPIs) in the current product. Facilitates discussions with key partners and stakeholders on product strategy and product roadmaps by interpreting customer scenarios. Provides recommendations on implementing large-scale automation of increasingly complex solutions and new features/tools to improve large scale products. Leads team in sharing insights and best practices with customers and partners on these service improvements via multiple forums. Recommends changes to content improvement or troubleshooting guides and develops metrics to evaluate the changes.
• Recommends and develops an end-to-end training/readiness program (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 thought leader and mentor, shares knowledge, and contributes to the external content and readiness strategies for customers and partners.

Customer Solution Lifecycle Management 

• Helps create solution health protocols and designs customer procedures. Utilizes 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. Provides guidance to customers on understanding and implementing new versions, software updates, 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 throughout the solution lifecycle. Utilizes any resources to respond and resolve the immediate issues throughout the solution lifecycle. Conducts feature reviews on new deployment to identify gaps and content improvement opportunities. Proactively 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. Drives customer issues related to new deployment.
• Handles increasingly complex, high-impact escalations on customer issues from the support or field teams. Escalates specific customer issues to appropriate teams. Conducts impact analysis to determine the priority of the escalations. Conducts deep root cause analysis of the issues and convert them into improvement opportunities. Assists in following up with the customers to explain the steps taken to resolve the issues. Communicates progress and keeps stakeholders aligned with respect to escalations. Leads the resolution of escalations by analyzing and prioritizing data from stakeholders and directing efforts to restore service with minimal disruption to the customer and business. 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 customer product experience and usage and how to improve customer environment. Serves as a technical expert by guiding relevant product and business groups to build customer engagement models to identify upscale and new customer opportunities. 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 increasingly complex, high-impact customer issues and integration of customer features into the products. In collaboration with internal partner team, delivers complex solutions back to the customers. Leads discussions with stakeholders on customer progression and provides expertise on 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. Proactively communicates the translation of signals into actionable insights/trends to product teams to improve service reliability. Utilizes customer telemetry data and other resources identify 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.