Senior Customer Experience Engineer
Core
Handles complex customer escalations with executive visibility, acts as a Voice of Customer (VOC) to inform product groups, and performs engineering on-call duties.
Role type
Senior Customer Experience Engineer (M365 Mission Critical)
Builds
Evolves new Mission Critical for M365 offerings and programs
Domain
Enterprise Cloud / Microsoft 365 / Customer Support
Deliverable
client delivery
Required skills
complex issue resolution, customer telemetry analysis, product usage pattern identification, feature gap analysis, KPI tracking, environment health checks, engineering on-call management
Preferred skills
customer-obsession, blog post creation, how-to video production, MVP Certification in AI (AB-900, AI-900)
Technologies
M365, engineering tools, customer telemetry
Responsibilities
Handle complex escalations with executive visibility, partner with product teams to resolve issues, identify defect patterns via telemetry, gather strategic customer feedback, conduct environment health checks, perform scheduled on-call duties
Seniority
Senior, hands-on IC