Overview
Are you a customer-obsessed, AI-curious problem-solver who thrives in an inclusive, collaborative global team? The Azure CXP team’s mission is to transform Microsoft Cloud customers into fans. Through our deep engineering engagements with customers and teams across Microsoft, we analyze and amplify customer needs and drive the vision to improve Cloud quality, security, and reliability. Our culture of growth mindset and empowerment are central to who we are and how we work.The Principal Customer Experience Engineer is accountable for improving customer experience on Azure including first party services. You will be able to demonstrate breadth while managing complex, highly available services with a deep understanding of the underlying components including Azure Core Services and their inter-dependencies, and work directly with customers and first parties, customer support, Livesite Teams, and other engineering teams.You will deliver critical, customer-facing features and work across many Azure servicing teams, ensuring they meet our customers’ needs. In this role, you will partner with Program Management, Business, Field, Marketing, and Support teams. You will be surrounded by data scientists, experienced developers, and colleagues that obsess over improving customer and platform experience.
Qualifications
Required Qualifications / Minimum Qualifications
1. Bachelor's Degree in Engineering, Computer Science, Information Technology (IT), Data Analytics/Science, Artificial Intelligence (AI), or related field, AND significant years experience in technology industry, cloud, technical support, and/or customer experience engineering OR equivalent experience.
2. Significant amount years customer facing experience.
Other Qualifications
Microsoft Cloud Background Check: This position will be required to pass the Microsoft Cloud Background Check upon hire/transfer and every two years thereafter.
Preferred Qualifications
3. Master's Degree in Engineering, or related field AND a high amount of 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 a high amount of years experience in technology industry, cloud, technical support, and/or customer experience engineering OR equivalent experience.
4. Significant amount years of customer facing experience.
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Responsibilities
ResponsibilitiesCustomer Solution Lifecycle Management
5. 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. Drives clear communication and progress of critical issues both to customer executive level and Microsoft executives.
6. 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. Shares insights with others as a subject matter expert (SME) and demonstrates how to effectively leverage tools and code effectively to assist customers. Guides 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 throughout the solution lifecycle. Utilizes any resources to respond and resolve the immediate issues throughout the solution lifecycle. Guides others on the implementation improvements to accurately capture metrics. Ensure problems are solved and streamlines processes to address concerns. Conducts feature reviews on new deployments to identify gaps and content improvement opportunities. Proactively raises awareness of key service changes and/or deprecations and guides customers in 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.
Relationship/Experience Management
7. 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.
8. 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.
Technical-Oriented
9. 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.
10. Recommends and develops an end-to-end training/readiness program (e.g., mentoring, leading triages, content creation, learning sessions, blogs, and 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. Maintains awareness of the evolution of trends and identifying areas of development and improvement within own space to ensure cutting-edge technology is being accounted for.
11. Encourages and effectively collaborates with other to synthesize 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 proactively 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, and actively resolving issues and concerns. 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. Working with teams to recommend changes to content improvement or troubleshooting guides and developing metrics to evaluate the changes.
Benefits/perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work.Industry leading healthcareEducational resourcesDiscounts on products and servicesSavings and investmentsMaternity and paternity leaveGenerous time awayGiving programsOpportunities to network and connect