Senior Customer Experience Engineer
Core
Acts as a voice of customers to inform product groups, resolves complex escalations with executive visibility, and performs engineering on-call duties.
Role type
Senior Customer Experience Engineer (M365)
Builds
Mission Critical for M365 offering and programs
Domain
Enterprise Cloud / SaaS (Microsoft 365)
Deliverable
production ML models | product features | client delivery
Required skills
complex issue resolution, customer telemetry analysis, product health checks, feature gap identification, KPI tracking, engineering on-call management
Preferred skills
AI program certification (AB-900, AI-900), customer-facing content creation (blogs, videos, MVPs)
Technologies
M365, customer telemetry tools, engineering diagnostic tools
Responsibilities
Handle complex customer escalations with executive visibility, synthesize feedback from strategic customers to identify feature gaps, conduct proactive environment health checks, perform scheduled engineering on-call rotations
Seniority
Senior, hands-on IC