About the Role

The Senior Customer Experience Engineer at Microsoft's Azure CXP team provides world-class engineering-led support to strategic Azure customers. They drive resolution of critical technical issues, conduct root cause analysis, and act as the voice of the customer to improve Azure products and services. This role involves proactive guidance, trend analysis, and collaboration across teams to enhance customer health and reduce incident resolution time.

Key Responsibilities

• Track and mitigate customer incidents, reducing time to resolve critical issues
• Use engineering tools and telemetry to detect issue trends and share best practices
• Develop training modules and mentor team members, contributing to readiness strategy
• Serve as a liaison between product teams and customers throughout the engagement lifecycle
• Conduct root cause analysis and drive improvements as repair items

Required Skills & Qualifications

Must Have:

• Bachelor's Degree in Engineering, Computer Science, IT, Data Analytics/Science, AI, or related field AND significant years of experience in technology industry, cloud, technical support, and/or customer experience engineering OR equivalent experience
• Significant years of experience supporting and troubleshooting enterprise-level, mission-critical applications and infrastructure
• Significant experience with on-call duties and driving mitigation for mission-critical incidents
• Ability to pass Microsoft Cloud Background Check upon hire and every two years

Benefits & Perks

• Industry leading healthcare