Senior Customer Experience Engineer
Microsoft
Senior Customer Experience Engineer
Redmond, Washington, United States
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Overview
Microsoft is a company where passionate innovators come to collaborate, envision what can be and take their careers to levels they cannot achieve anywhere else. This is a world of more possibilities, more innovation, more openness in a cloud-enabled world. The Business & Industry Copilots group is a rapidly growing organization that is responsible for the Microsoft Dynamics 365 suite of products, Power Apps, Power Automate, Dataverse, AI Builder, Microsoft Industry Solution and more. Microsoft is considered one of the leaders in Software as a Service in the world of business applications and this organization is at the heart of how business applications are designed and delivered.
We are looking for a Senior Customer Experience Engineer to join our team!
This is an exciting time to join our group and work on something highly strategic to Microsoft. Surround yourself with people who are passionate about cloud computing and believe that extraordinary support is critical to customer success. We are the Business & Industry Copilots (BIC) Customer Experience + Growth (CXG) team - a fast-growing Engineering team of customer-obsessed individuals seeking engineers that enjoy solving complex problems and working with customers to improve the Dynamics customer experience.
We are fundamentally changing how we deliver world-class support to our top Dynamics customers and building a new global support and operations team to do it. We are looking for a customer-obsessed Dynamics 365 Advanced Cloud Engineer (ACE) to help us reinvent customer support for our largest customers. You will be a part of a team of engineers who thrive on solving complex problems at scale while doing it with impeccable quality.
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.
Qualifications
Required/Minimum Qualifications
- Bachelor's Degree in Engineering, Computer Science, Information Technology (IT), Data Analytics/Science, Artificial Intelligence (AI), or related field AND 4+ years experience in technology industry, cloud, technical support, and/or customer experience engineering
- OR equivalent experience.
- 4+ years of hands-on experience with Dynamics 365 Customer Engagement (CE), PowerApps, PowerAutomate and Dynamics 365 CE apps with deep technical expertise.
- 4+ years of experience managing and driving initiatives across the program.
- 4+ years of experience delivering the right customer experience with exposure to customer side troubleshooting.
Other Requirements
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.
Preferred Qualifications
- Master's Degree in Engineering, or related field AND 6+ 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 8+ years experience in technology industry, cloud, technical support, and/or customer experience engineering
- OR equivalent experience.
- 2+ years of customer facing experience.
- Understanding of cloud computing technologies is desired - Azure Core Platform; Data Platform: SQL, Azure DB/storage; Application development experience
- Ability to learn new technology in a fast-paced environment
Customer Experience Engineering IC4 - The typical base pay range for this role across the U.S. is USD $119,800 - $234,700 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 $158,400 - $258,000 per year.
Certain roles may be eligible for benefits and other compensation. Find additional benefits and pay information here: https://careers.microsoft.com/us/en/us-corporate-pay
Microsoft will accept applications for the role until September 27, 2025.
#BICJOBS
#CXGJobs
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Responsibilities
- Directly support our top Dynamics customers and resolve critical and complex technical issues in 24x7x365 global support delivery team.
- Be part of On-Call rotation to help handle escalations and triage high severity incidents
- Take your deep technical and product expertise and combine it with your understanding of our customers’ needs to solve their complex business challenges.
- Work with engineering teams to not only support but deliver solutions and new capabilities for our customers most mission critical deployments. Relentlessly champion and advocate for our customers in representing their issues to engineering teams and be a change agent to develop innovative ways to resolve their issues. Being encouraged by the team around you to go above and beyond to delight the customer.
- Ability to quickly identify customer issues and being able to conduct in-depth diagnostics
- Contribute in forums and develop self-help documentation and quick "How To" videos
- Participate in recruiting and ramping up a global support team for our top customers
- Coach/mentor new hires.
- Develop and present training. Help establish a real-time readiness model for the team by constantly updating training & readiness content as the cloud technology evolves.
- Work with leadership on process improvement and strategic initiatives.
- Own, manage and drive program initiatives