About the Role

The Customer Experience Engineer is a customer-focused technical role responsible for resolving critical Azure issues, driving customer support experience, and acting as the voice of customers within Microsoft. This position involves troubleshooting complex technical problems, managing customer escalations, and providing proactive guidance on Azure solutions. The role requires technical expertise in cloud technologies and strong customer relationship management.

Key Responsibilities

• Track customer incidents and troubleshoot through diagnostics to reduce mitigation time for critical incidents
• Serve as connecting point between product teams and customers throughout engagement lifecycle
• Handle critical escalations on customer issues and conduct in-depth root cause analysis
• Act as voice of customers and channel product feedback from strategic customers to product groups
• Partner with other teams to prioritize, unblock, and resolve critical customer issues

Required Skills & Qualifications

Must Have:

• Bachelor's Degree in Engineering, Computer Science, IT, Data Analytics/Science, AI or related field OR equivalent experience
• Experience supporting and troubleshooting enterprise level, mission-critical applications and infrastructure
• Experience resolving complex technical issues across cross-functional organizations
• Ability to meet Microsoft security screening requirements including Microsoft Cloud Background Check

Nice to Have:

• Hands-on experience with Cloud technologies: Core IaaS, Data Platform, Azure PaaS Services, or Monitoring technologies
• Strong communication skills with ability to explain technical issues to varied audiences
• Customer obsession with focus on delivering excellent customer experience
• Growth mindset with ability to learn new skills in fast-paced environment

Benefits & Perks

• Industry leading healthcare