Customer Experience Engineer
Core
Acts as a technical bridge between engineering and customers, resolving complex escalations, analyzing product defects via telemetry, and driving feature improvements based on customer feedback.
Role type
Senior Customer Experience Engineer (Technical)
Builds
Optimized customer environments, improved troubleshooting guides, and actionable insights for product reliability.
Domain
Cloud computing and enterprise software support
Required skills
Root cause analysis, cloud infrastructure management, cross-functional stakeholder leadership, technical troubleshooting, data synthesis, customer feedback integration, escalation management, impact analysis, technical communication, product lifecycle management
Preferred skills
Experience with Azure ecosystem, big data platforms, IoT solutions, machine learning applications
Technologies
Azure Kubernetes Service, SQL Server, Azure SQL DB, HDInsight/Hadoop, Machine Learning, Azure Stream Analytics, Azure Data Factory, Cosmos DB, Redis Cache, Service Bus, Event Hub, IoT suite, Mobile Apps
Responsibilities
Conduct deep root cause analysis on complex customer escalations and convert findings into improvement opportunities. Synthesize customer telemetry and feedback to identify feature gaps and KPI issues. Lead discussions with engineering and product teams to prioritize and resolve high-impact customer issues. Develop metrics to evaluate content improvements and troubleshooting guide changes. Perform health checks to ensure customer environments are optimized for deployment. Act as the primary escalation resource for technical questions and complex issues. Represent the team in business planning by providing customer usage patterns and feedback.
Seniority
Senior, hands-on IC
