Senior M365 Customer Experience Engineer
Core
Senior engineer handling complex escalations for strategic M365 customers, acting as a Voice of Customer (VOC) to inform product groups and resolve critical issues.
Role type
Senior IC customer experience engineer (M365)
Builds
Mission Critical for M365 offering and programs
Domain
Enterprise software (Microsoft 365) / Cloud
Required skills
complex issue resolution, customer telemetry analysis, product health checks, feature gap identification, KPI tracking, engineering on-call management, customer-facing communication
Preferred skills
AI certification (AB-900, AI-900), blog post creation, how-to video production, MVP development
Technologies
Microsoft 365, engineering tools, customer telemetry systems
Responsibilities
Handle complex customer escalations with executive visibility, partner with product teams to prioritize and resolve issues, identify defect patterns via telemetry and customer input, synthesize feedback to identify feature gaps and misconfigurations, conduct proactive environment health checks, perform scheduled engineering on-call duties
Seniority
Senior, hands-on IC
