Customer Experience Engineer
Core
Act as the technical lead for a specific customer in Mission Critical Support, partnering with engineering to review architecture and drive supportability improvements.
Role type
Senior Customer Experience Engineer (Mission Critical Support)
Builds
High availability enterprise systems, specifically Windows 11, Mobile Device Management, and Autopilot-based deployments.
Domain
Enterprise IT, Cloud Services, Mobile Device Management
Deliverable
Production ML models | product features | dashboards & analysis | research | client delivery | infrastructure | physical/clinical work
Required skills
Cloud-based services management, Windows 11 administration, Mobile Device Management, Autopilot deployments, iOS/Android device management, Problem management, Process improvement, SDLC familiarity, Technical documentation
Preferred skills
Leadership in supportability, Troubleshooting high availability systems, Data analysis for customer trends
Technologies
Windows 11, Mobile Device Management, Autopilot, iOS, Android
Responsibilities
Review architecture/design for customer impact, Lead supportability and troubleshoot service availability, Drive process improvements, Coordinate across support teams, Resolve issues and manage problem management tickets, Identify costs associated with problem tickets, Document technical instructions, Identify customer call trends to drive product improvements
Seniority
Senior, hands-on IC with leadership responsibilities
