Senior Customer Experience Engineer - App Services
Location: Reading, Berkshire, United Kingdom
Work site: Up to 50% work from home
Travel: 0-25%
Role type: Individual Contributor
Profession: Program Management
Discipline: Customer Experience Engineering
Employment type: Full-Time
Overview
Every minute of every day, customers stake their entire business and reputation on Microsoft Cloud. The Azure Customer Experience (CXP) team believes that when we meet our high standards for quality and reliability, our customers win. We orchestrate and drive deep engagements in areas like Incident Management, Problem Management, Support, and resiliency, empowering customers and turning Azure customers into fans. This role is part of the ACES Strategic team (Advanced Cloud Engineering & Supportability), focused on Strategic Azure Customers. We are customer-obsessed problem-solvers who represent the customer and amplify customer voice within Azure Engineering. We innovate to scale learning across our customer base. Diversity and inclusion are central to who we are, how we work, and what we enable our customers to achieve.
As a customer-focused Advanced Cloud Engineer, you are the primary engineering contact accountable for your customer’s support experience on Azure. You will drive resolution of critical and complex problems, support key customer projects on Azure, and be the voice of the customer within Azure. You will partner with Customer Success Account Managers, Cloud Solution Architects, Technical Support Engineers, and Azure engineering to deliver a world-class engineering-led support experience. This role is flexible in that you can work up to 50% from home.
Qualifications
Required Qualifications:
* Bachelor's Degree in Engineering, Computer Science, Information Technology (IT), Data Analytics/Science, Artificial Intelligence (AI), or related field AND experience in technology industry, cloud, technical support, and/or customer experience engineering
* Or equivalent experience
* Demonstrated experience supporting and troubleshooting enterprise level, mission-critical applications and infrastructure, resolving complex issues across cross-functional organizations
* Experience with being on-call and driving mitigation for mission critical incidents
Preferred Qualifications:
* Technical Skills: SME-level expertise in one or more Cloud technologies including:
o Core IaaS: Compute (Windows/Linux), Storage, Networking, Kubernetes, High Availability
o Data Platform and Big Data: Azure SQL DB, Cosmos DB, PostgreSQL on Azure, Azure Data Bricks, Azure Data Factory, AI/ML
o Azure PaaS Services: App Services, Azure Functions, Redis Cache, Event Hub
o Monitoring technologies: Azure Monitor, Log Analytics, Grafana, Datadog, Confluent
* Communication skills: ability to empathize with customers, explain highly technical issues to varied audiences, prioritize and advocate customer needs, take ownership and drive to a resolution
* Customer Obsession: Passion for delivering the right customer experience
* Growth Mindset: Willingness to learn new skills and technologies in a fast-paced environment
The ability to meet Microsoft, customer and/or government security screening requirements is required, including Microsoft Cloud Background Check upon hire/transfer and every two years thereafter.
Responsibilities
Technically Oriented
* Track customer incidents, engage with strategic customers and partners to understand issues, contribute to troubleshooting, and communicate progress and next steps to reduce time to mitigate critical incidents
* Use engineering and support tools, telemetry, and customer input to detect trends and patterns; develop insights and best practices for customers
* Help develop training/readiness modules (mentoring, triages, content creation, brown bag sessions, blogs, QA checks) and contribute to readiness strategy
Customer Solution Lifecycle Management
* Serve as a connecting point between the product team and customers; understand business and availability needs; provide proactive guidance on configuring and deploying solutions on Azure
* Handle complex escalations, conduct impact analysis, answer technical questions, and act as an escalation resource in areas of expertise
* Conduct in-depth root cause analysis and translate findings into improvement opportunities; drive and track repair items
Relationship/Experience Management
* Act as voice of customers; provide product feedback to inform business plans; identify usage patterns and drive resolutions for recurring issues with product groups
* Partner with cross-functional teams to prioritize, unblock, and resolve critical issues
* Collaborate with stakeholders to deliver solutions for strategic customers and improve customer health
Benefits/perks listed may vary by employment nature and country.
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, disability, political affiliation, protected veteran status, race, ethnicity, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by local laws. If you need assistance during the application process due to a disability, learn more about requesting accommodations.
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