Senior Customer Experience Engineering - CXP

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. If we falter, our customers fail their end-customers. Our vision is to turn Microsoft Cloud customers into fans.

As an Azure Customer Experience Engineer, you are the primary support and engineering contact accountable for the customer's Azure support experience driving resolution of complex critical problems and supporting key customer projects on Azure. You will also act as the voice of the customer within Azure to escalate problems and to drive prioritization of platform/support improvement needs for customers.

In this role, you will work together with field teams (Customer Success Account Managers, Cloud Solution Architects, Support Escalation Engineers) and Azure engineering teams with our mission to turn Azure customers into fans with a world-class engineering-led support experience.

Key Responsibilities:

• Utilize engineering tools, customer telemetry, and direct input to flag patterns of defects/signals in products or issues across customers.
• Synthesize feedback from customers and partners to identify and resolve feature and knowledge gaps.
• Lead team in sharing insights and best practices with customers and partners on service improvements.
• Conduct health checks to ensure customer environments are optimized and configured for deployment.
• Handle complex escalations on customer issues and conduct deep root cause analysis.
• Act as a voice of customers and provide input on business plans developed by relevant product and business groups.
• Partner with other teams to prioritize and drive resolutions of complex, high-impact customer issues.

This role offers flexibility with up to 100% work from home option. Join one of the fastest-growing teams within Microsoft Azure Engineering and be part of a customer-obsessed, support-engaged organization with an engineering mindset.