Customer Experience Engineer
Core
Analyzes customer telemetry and defects to identify product issues, synthesizes feedback to resolve feature gaps, and leads root cause analysis for complex escalations to improve service reliability.
Role type
Senior Customer Experience Engineer (Technical)
Builds
Improved product reliability, optimized customer environments, and actionable insights for product teams
Domain
Cloud operations, enterprise applications, distributed systems
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure
Required skills
Root cause analysis, telemetry analysis, Kusto Query Language (KQL), cloud troubleshooting, stakeholder coordination, impact analysis, automation scripting, incident management
Preferred skills
Azure, AI-powered troubleshooting, networking knowledge, distributed systems expertise
Technologies
Azure, KQL, monitoring tools, automation frameworks
Responsibilities
Flag patterns of defects and signals in products using engineering tools and telemetry; conduct deep root cause analysis on complex escalations; synthesize customer feedback to identify feature and knowledge gaps; lead discussions with stakeholders on resolution plans; develop metrics to evaluate content and troubleshooting guide improvements; proactively communicate actionable insights to product teams to improve service reliability.
Seniority
Senior, hands-on IC