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Senior Customer Experience Engineering - CXP

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Microsoft

1mo ago

  • Job
    Full-time
    Senior & Expert Level
  • Customer Relations
    IT & Cybersecurity
  • Dublin
    Remote

AI generated summary

  • You must have extensive IT experience in enterprise applications, cloud knowledge, strong communication skills, a growth mindset, and familiarity with IaaS, data platforms, and automation languages.
  • You will analyze customer feedback, resolve complex issues, guide deployments, lead health checks, and collaborate with engineering to enhance product performance and customer experience.

Requirements

  • Extensive demonstrated IT experience supporting and troubleshooting enterprise level, mission-critical applications resolving highly complex issues/situations and driving technical resolution across cross-functional organizations.
  • Extensive cloud experience.
  • Excellent Communication: Must have the ability to empathize with customers and convey confidence. Able to explain highly technical issues to varied audiences.
  • Customer Obsession: Passion for customers and focus on delivering the right customer experience.
  • Growth Mindset: Openness and ability to learn new skills and technologies in a fast-paced environment.
  • Technical Skills: Some understanding of cloud computing technologies.
  • Optionally, demonstrated hands on experience in one or more of the following:
  • Core IaaS: Compute, Storage, Networking, High Availability
  • Data Platform and Bigdata: SQL Server, Azure SQL DB, HDInsight/Hadoop, Machine Learning, Azure Stream Analytics, Azure Data Factory / Data Bricks
  • Azure PaaS Services: Redis Cache, Service Bus, Event Hub, Cloud Service, IoT suite, Mobile Apps, etc.
  • Identity and Authentication: SSO/Federation, AD/Azure AD, ADFS, etc.
  • Preferred but not required: Cosmos DB, Azure Kubernetes Service
  • Experience in one or more automation languages (PowerShell, Python, C#, Open Source)
  • 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.

Responsibilities

  • Utilizes engineering tools, customer telemetry and direct input. Flags the patterns of defects/signals in the products or issues across customers. Inform customers and partners about the complex thematic active issues, progress made on them, and discuss next steps.
  • Synthesizes feedback from customers and partners to learn about the product usage and identify and resolve feature and knowledge gaps and key performance indicators (KPIs) in the current product.
  • Leads team in sharing insights and best practices with customers and partners on these service improvements. Recommends changes to content improvement or troubleshooting guides and develops metrics to evaluate the changes.
  • Utilizes cross systems to conduct health checks to ensure customer environment (e.g., product, service, feature) is optimized and configured for deployment.
  • Provides guidance to customers on understanding and implementing new versions.
  • Serves as a connecting point between the engineering team and customers throughout the solution’s lifecycle.
  • Utilizes any resources to respond and resolve the immediate issues throughout the solution lifecycle.
  • Proactively provides guidance to customers on designing configurations and deploying solutions on Microsoft platforms.
  • Handles complex escalations on customer issues from the support or field teams. Conducts impact analysis to determine the priority of the escalations. Conducts deep root cause analysis of the issues and converts them into improvement opportunities.
  • Serves as an escalation resource in areas of subject matter expertise. Represents the team on highly complex issues and answers a large variety of technical questions and concerns.
  • Acts as a voice of customers and 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 complex, high-impact customer issues and integration of customer features into the products. Leads discussions with stakeholders on customer progression and provides expertise on resolutions plans for common types of customer issues. Proactively communicates the translation of signals into actionable insights/trends to product teams to improve service reliability. Leads coordination with stakeholders (e.g., engineering/product teams) to develop mechanisms that improve customer health engagement and reduce the turnover time.

FAQs

What is the main focus of the Azure Customer Experience (CXP) team?

The primary focus of the Azure CXP team is to enhance customer satisfaction by providing exceptional support and resolving complex technical problems related to Microsoft Cloud services.

What are the responsibilities of a Senior Customer Experience Engineer in this role?

The responsibilities include managing complex escalations, conducting root cause analysis, synthesizing customer feedback, guiding customers throughout the solution lifecycle, and collaborating with various teams to improve service reliability and user experience.

Is there a flexible work option available for this position?

Yes, this role is flexible, allowing you to work up to 100% from home.

What does it mean to be customer-obsessed in this role?

Being customer-obsessed means having a strong passion for understanding customer needs, delivering excellent customer experiences, and actively working to resolve any issues they encounter with Microsoft Cloud services.

What types of technical skills are preferred for candidates applying for this position?

Candidates are preferred to have experience with core IaaS components, data platforms, Azure PaaS services, identity and authentication systems, and familiarity with automation languages like PowerShell, Python, or C#.

What is the significance of the team's diversity and inclusion values?

Diversity and inclusion are central to how the Azure CXP team operates, as they foster an environment that empowers team members to work authentically, thus enabling them to better support and innovate for customers.

Is previous cloud experience necessary for this role?

Yes, extensive cloud experience is required for this role, as it involves resolving complex issues related to Microsoft Cloud products and services.

What type of customer interactions will I be involved in?

You will interact directly with customers, serving as their primary support contact, and will be responsible for communicating technical issues and solutions, as well as gathering feedback and insights to improve their experience.

What are some examples of the qualifications for this position?

Candidates should possess extensive IT experience with enterprise-level applications, exceptional communication skills, a customer-first mindset, and a growth-oriented attitude towards learning new technologies.

Are there any specific security screening requirements for this position?

Yes, candidates must meet Microsoft, customer, and/or government security screening requirements, including passing the Microsoft Cloud Background Check upon hire and every two years thereafter.

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Microsoft

Technology
Industry
10,001+
Employees
1975
Founded Year

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Every company has a mission. What's ours? To empower every person and every organization to achieve more. We believe technology can and should be a force for good and that meaningful innovation contributes to a brighter world in the future and today. Our culture doesn’t just encourage curiosity; it embraces it. Each day we make progress together by showing up as our authentic selves. We show up with a learn-it-all mentality. We show up cheering on others, knowing their success doesn't diminish our own. We show up every day open to learning our own biases, changing our behavior, and inviting in differences. When we show up, we achieve more together. Microsoft operates in 190 countries and is made up of more than 220,000 passionate employees worldwide.