Microsoft is hiring a

Customer Experience Engineer

Job Overview

  • Posted 1 month ago
  • Full Time
  • Dublin, Ireland
  • 81000

Roles & Responsibilities

Technical Oriented –

  1. Utilizes engineering tools, customer telemetry and direct input. Flags the patterns of defects/signals in the products or issues across customers. Inform customers and partners about the complex thematic active issues, progress made on them, and discuss next steps.
  2. Synthesizes feedback from customers and partners to learn about the product usage and identify and resolve feature and knowledge gaps and key performance indicators (KPIs) in the current product. Leads team in sharing insights and best practices with customers and partners on these service improvements. Recommends changes to content improvement or troubleshooting guides and develops metrics to evaluate the changes
  3. Β Customer Solution Lifecycle Management –
  4. Utilizes cross systems to conduct health checks to ensure customer environment (e.g., product, service, feature) is optimized and configured for deployment. Provides guidance to customers on understanding and implementing new versions. serves as a connection point between the engineering team and customers throughout the solution’s lifecycle. Utilizes any resources to respond and resolve the immediate issues throughout the solution lifecycle. Proactively provides guidance to customers on designing configurations and deploying solutions on Microsoft platforms.
  5. Handles complex escalations on customer issues from the support or field teams. Conducts impact analysis to determine the priority of the escalations. Conducts deep root cause analysis of the issues and converts them into improvement opportunities. Serves as an escalation resource in areas of subject matter expertise. Represents the team on highly complex issues and answers a large variety of technical questions and concerns.
  6. Β Relationship/Experience Management –
  7. Acts as a voice of customers and leverages customers” feedback to provide input on business plans developed by the relevant product and business groups. Identifies customer usage patterns and driving resolutions on reoccurring customer issues with engineering and product and business groups. Leads their team in engaging with feature and product groups on redesign/customer requested changes for Microsoft products. Closes the loop of feedback with the customers on product features.
  8. Partners with other teams (e.g., program managers, software engineers, product, customer service support [CSS] teams) to prioritize and drive resolutions of complex, high-impact customer issues and integration of customer features into the products. Leads discussions with stakeholders on customer progression and provides expertise on resolutions plans for common types of customer issues. Proactively communicates the translation of signals into actionable insights/trends to product teams to improve service reliability. Leads coordination with stakeholders (e.g., engineering/product teams) to develop mechanisms that improve customer health engagement and reduce the turnover time.

Skills Required

  • Machine Learning
  • Python

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