SENIOR CUSTOMER EXPERIENCE ENGINEER ID-10392
Overview
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 seeking a Senior Customer Experience Engineer who has deployed M365 Services for large organizations to become part of our team!
Remote Data Entry, No Experience, $40/hr, Part-TimeVirtual Assistant, $45/hr, Remote, No Experience, Night Job
Entry-Level Remote Data Entry, $50/hr, Evening Job
Customer Support, No Degree, $40/hr, Remote, Weekend Job
Remote Phone Job, $42/hr, Part-Time, College Student Friendly
Virtual Assistant, $40/hr, Remote, No Degree, Night Job
Part-Time Data Entry, $45/hr, Remote, College Student Friendly
Remote Moderator, No Degree, $50/hr, Evening, Weekend Job
Remote Customer Support, $42/hr, Night Job, No Experience
Live Chat Support, $40/hr, Remote, Entry Level, Part-Time
Virtual Assistant, Remote, $42/hr, Weekend, No Experience
Remote Data Entry, $45/hr, No Degree, Night Shift
Part-Time Customer Support, $40/hr, Remote, College Student
Remote Live Chat, $50/hr, Part-Time, Evening/Night Job
Entry Level Phone Job, $42/hr, Remote, No Degree Required
Weekend Data Entry, $45/hr, Remote, No Experience
Remote Virtual Assistant, $40/hr, Evening, Part-Time Job
Remote Moderator, $42/hr, Part-Time, Weekend, No Degree
Data Entry, $45/hr, Remote, Night Shift, College Student Job
Phone Support, Remote, $50/hr, No Experience, Part-Time
Virtual Assistant, No Experience, $42/hr, Remote, Weekend
Remote Customer Support, $45/hr, Part-Time, College Student
Data Entry, Remote, $40/hr, Night Shift, No Degree
Evening Virtual Assistant, Remote, $45/hr, No Experience
Weekend Customer Support, $42/hr, Remote, College Student
Remote Data Entry, $50/hr, No Experience, Evening/Night Job
Remote Live Chat, $40/hr, Part-Time, No Degree Required
Virtual Assistant, $42/hr, Remote, Weekend, Entry Level
Remote Phone Support, $45/hr, Evening, No Experience Required
Data Entry, No Experience, $50/hr, Remote, College Student
Remote Moderator, $40/hr, Weekend, No Degree, Part-Time
Live Chat Support, Remote, $42/hr, Night Shift, College Student
Phone Job, $50/hr, Remote, No Degree, Part-Time, Weekend
Data Entry, $45/hr, Remote, Evening, No Experience Required
Virtual Assistant, No Experience, $42/hr, Remote, Part-Time
Remote Customer Support, $50/hr, Night Shift, No Degree
Remote Data Entry, $40/hr, College Student Friendly, Part-Time
Live Chat Support, $42/hr, Weekend, Remote, No Degree
Virtual Assistant, Remote, $45/hr, Evening, No Experience
Remote Phone Job, $50/hr, College Student, Night Shift
Remote Moderator, $42/hr, Weekend, No Experience Required
Data Entry, No Degree, $45/hr, Part-Time, Remote Job
Customer Support, $50/hr, Remote, Evening/Night Job, No Degree
Virtual Assistant, $42/hr, Remote, Weekend, No Degree
Remote Live Chat, $45/hr, College Student, No Experience
Remote Data Entry, $40/hr, Part-Time, No Degree Required
Phone Support, $50/hr, Weekend, Remote, No Experience
Virtual Assistant, $42/hr, Evening, Remote, No Degree
Remote Customer Support, $45/hr, No Experience, Part-Time
Data Entry, $50/hr, Night Job, No Degree, Remote
Remote Moderator, $40/hr, College Student Friendly, Part-Time
Virtual Assistant, Remote, $42/hr, Weekend, No Experience
Remote Phone Job, $45/hr, Part-Time, No Degree Required
Customer Support, $50/hr, Night Job, Remote, No Experience
Data Entry, Remote, $42/hr, Evening Job, No Degree
Live Chat Support, $45/hr, Weekend, Remote, College Student
Virtual Assistant, Remote, $50/hr, Part-Time, Night Shift
Data Entry, $40/hr, No Experience, Remote, Weekend Job
Remote Phone Job, $45/hr, No Degree, College Student Friendly
Customer Support, $42/hr, Remote, Evening, No Experience
Virtual Assistant, $50/hr, Weekend, No Degree, Remote
Remote Data Entry, $40/hr, Part-Time, College Student Job
Phone Support, Remote, $42/hr, Evening/Night Shift
Virtual Assistant, No Degree, $45/hr, Remote, Part-Time
Live Chat Support, $50/hr, Remote, No Experience Required
Remote Moderator, $42/hr, College Student, Weekend Job
Data Entry, $45/hr, Remote, Night Job, No Degree
Virtual Assistant, $50/hr, Remote, Part-Time, Evening Job
Remote Customer Support, $42/hr, Weekend, No Experience
Phone Job, $45/hr, Remote, Night Shift, No Degree
Remote Live Chat, $50/hr, College Student, No Experience
Data Entry, $40/hr, Part-Time, Remote, Weekend Job
Virtual Assistant, $42/hr, Remote, No Experience, Evening
Remote Phone Support, $45/hr, Night Job, College Student
Remote Moderator, $50/hr, No Degree, Weekend, Part-Time
Virtual Assistant, $40/hr, Remote, Night Shift, No Experience
Customer Support, $42/hr, Remote, Part-Time, No Degree
Remote Data Entry, $45/hr, Weekend Job, College Student
Phone Support, Remote, $50/hr, No Experience, Night Shift
Virtual Assistant, $42/hr, Evening, Remote, College Student
Live Chat Support, $45/hr, Part-Time, Remote, No Degree
Data Entry, $50/hr, Remote, Evening Job, College Student
Virtual Assistant, $40/hr, Weekend, Remote, No Experience
Remote Phone Job, $42/hr, Night Shift, College Student Friendly
Remote Customer Support, $45/hr, No Degree, Evening Job
Virtual Assistant, $50/hr, Part-Time, Remote, Weekend Job
Data Entry, $40/hr, Evening Job, No Experience, Remote
Remote Live Chat, $42/hr, Weekend, No Degree, Part-Time
Virtual Assistant, $45/hr, No Experience, Remote, Night Job
Phone Job, $50/hr, Remote, Part-Time, College Student
Remote Data Entry, $42/hr, Evening/Night Job, No Experience
Remote Moderator, $45/hr, No Degree, Weekend Job, Part-Time
Live Chat Support, $50/hr, Remote, Night Shift, No Degree
Virtual Assistant, $40/hr, Weekend, College Student, Remote
Remote Phone Job, $42/hr, Part-Time, No Experience Required
Remote Data Entry, $45/hr, No Degree, Weekend, Night Job
Virtual Assistant, $50/hr, Evening, Remote, College Student
Customer Support, $42/hr, Weekend Job, Remote, No Degree
Phone Support, $45/hr, Remote, No Experience, Evening Job
Data Entry, $50/hr, Night Shift, No Degree, Remote Job
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 an 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 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 and Engineering Level II 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.
Responsibilities
Technical-Oriented
- Identifies and utilizes engineering tools, customer telemetry and/or direct customer input to flag the patterns of defects/signals in the products or products misuse, or issues across customers. Tracks customer incidents and engages with challenging and/or strategic customers and partners to understand the issue, inform them about the active cases, and communicate progress and next steps to customers. Contributes to or investigates and troubleshoots the issues using diagnostics. Ensures issues/incidents reported by customers are moving through the system.
- Gathers and synthesizes feedback from 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 feature and knowledge gaps, misconfigurations, metrics, and key performance indicators (KPIs) in the current product. Collaborates with partners and stakeholders to discuss product strategy and product roadmaps by understanding customer scenarios. Helps implement automation of complex solutions and new features/tools to improve products. Consistently shares insights and best practices with customers and internal partners on these product improvements. Identifies and recommends changes to content improvement or troubleshooting guides.
- Recommends and helps develop training/readiness modules (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 mentor, shares knowledge, and contributes to the content and readiness strategy for the discipline.
Customer Solution Lifecycle Management
- Proactively conducts health checks to ensure customer environment (e.g., product, service, feature) is optimized and configured for deployment, including all complex pending issues are resolved. Provides 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 customers and answers their questions/concerns. Serves as a connecting point between the engineering team and customers leadership throughout the solution lifecycle. Conducts feature reviews on new deployment to identify gaps and content improvement opportunities. 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.
- Handles complex escalations on customer issues from the support or field teams. Escalates specific customer issues to appropriate teams, seniors or managers within the team, if more assistance is needed. Conducts impact analysis to determine the priority of the escalations. Conducts root-cause analysis of the issues and convert issues to improvement opportunities. Communicates progress and keeps stakeholders aligned with respect to escalations. 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 customers product experience and usage. Helps relevant product and business groups to identify upscale and new customer opportunities. Leverages customers' feedback to provide input on business plans developed by the product and business groups. Identifies customer usage patterns and shares insights on reoccurring customer issues with relevant product and business groups. Engages 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, unblock, and resolve complex customer issues. In collaboration with internal partner team, delivers solutions back to the customers. Facilitates discussions with stakeholders on customer progression and common types of customer issues. Builds partnerships with internal technical teams to prepare for new feature/product launch and update the troubleshooting resources and internal and external content. Communicates the translation of signals into actionable insights/trends to product teams to improve service reliability. Coordinates with stakeholders (e.g., engineering/product teams) to develop mechanisms that improve the customer health engagement and reduce the turnover time.
- Embody our Culture and Values
Qualifications
Required/Minimum Qualifications
- Bachelor's Degree in Engineering, Computer Science, or related field AND 4+ years experience in software industry experience related to technology
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- OR equivalent experience.
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- 2+ years of experience in a customer-facing role, including interactions with internal stakeholders within an IT department.
- Experience in project leadership across multiple engineering organizations.
- In-depth technical knowledge with one or more Microsoft 365 (M365) products.
Preferred Qualifications:
- Bachelor's Degree in Engineering, Computer Science, or related field AND 8+ years software industry experience related to technology
- OR Master's Degree in Engineering, or related field AND 6+ years software industry experience related to technology
- OR equivalent experience.
- OR Master's Degree in Engineering, or related field AND 6+ years software industry experience related to technology
- 2+ years customer facing experience.
Customer Experience Engineering IC4 - The typical base pay range for this role across the U.S. is USD $112,000 - $218,400 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 $145,800 - $238,600 per year.
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. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. 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.
