Microsoft

Customer Experience Engineer II, M365

Microsoft$102K — $202K *
Information Technology
Less than 5 years of experience
Job Overview by Ladders

Qualifications

  • Bachelor's Degree in Engineering, Computer Science, IT, Data Analytics/Science, AI, or related field with 2+ years in technology, cloud, technical support, or customer experience engineering.
  • Alternative equivalent experience may be accepted.
  • Capability to meet Microsoft and customer security screening requirements.
  • Experience in deploying M365 Services for large organizations is preferred.
  • Strong customer-facing experience of 2+ years is desirable.

Responsibilities

  • Ensure optimal customer support experience with M365 in collaboration with engineering.
  • Serve as a Subject Matter Expert on core workloads like SharePoint, Microsoft Teams, or Exchange.
  • Provide 24/7 global support to M365 customers via multiple channels.
  • Analyze M365 services deeply to address customer needs and report trends to leadership.
  • Identify and implement process and tool optimizations to boost efficiency and customer satisfaction.
  • Foster relationships with engineering teams to manage escalations and influence product enhancements.
  • Innovate and contribute to M365 Service Improvement Programs and initiatives.

Benefits

  • Benefits and compensation details are available on the Microsoft careers page.
  • Generally, eligible roles may include a range of benefits appropriate to the position.
Full Job Description
Responsibilities
  • Be responsible for the customer's support experience with M365 working closely with engineering
  • Act as a Subject Matter Expert on at least one core workload (SharePoint, Microsoft Copilot, Exchange(Preferred), Microsoft Teams,) to assist a broad set of customers.
  • SupportM365 customers via a multiple of modalities in a 24x7x365 global support delivery team.
  • Ability to go technically deep across M365 services and actively seek solutions to customer needs and communicate trends to leadership.
  • Improve internal efficiency and customer happiness by finding opportunities to optimize existing processes and tools.
  • Build a close working relationship with other engineering teams related to assigned service areas (ie, Messaging, Collaboration, Platform Admin), to leverage in case of escalations, as well as to drive product improvements.
  • Lead and contribute your ideas and innovation to various M365 Service Improvement Programs and initiatives to advance our collective capabilities


Qualifications

Required Qualifications:
  • Bachelor's Degree Engineering, Computer Science, Information Technology (IT), Data Analytics/Science, Artificial Intelligence (AI), or related field AND 2+ years experience in technology industry, cloud, technical support, and/or customer experience engineering
    • OR equivalent experience.

Other Requirements:

Ability to meet Microsoft, customer and/or government security screening requirements are required for this role. These requirements include but are not limited to the following specialized security screenings:
  • Microsoft Cloud Background Check: This position will be required to pass the Microsoft Cloud background check upon hire/transfer and every two years thereafter.

Preferred Qualifications:
  • Experience deploying M365 Services for large organizations.
  • 2+ years customer facing experience.
  • Proven history of customer-obsession, including blog posts, how-to videos, etc.
  • Experience analyzing, troubleshooting, and providing solutions for technical issues.
  • Certification in Microsoft and/or competing Cloud Technologies strongly preferred.
  • Can include MSCE in Cloud Platform and Infrastructure, Core Infrastructure, Mobility or Productivity.
  • Understanding of and ability to migrate from various third-party platforms to Microsoft 365.

#M365 #ACE #Copilot #OnlineServices

Customer Experience Engineering IC3 - The typical base pay range for this role across the U.S. is USD $102,100.00 - $202,200.00 per year. There is a different range applicable to specific work locations, within the San Francisco Bay area and New York City metropolitan area, and the base pay range for this role in those locations is USD $133,800.00 - $219,200.00 per year.

Certain roles may be eligible for benefits and other compensation. Find additional benefits and pay information here:
https://careers.microsoft.com/us/en/us-corporate-pay

This position will be open for a minimum of 5 days, with applications accepted on an ongoing basis until the position is filled.

About Microsoft

Microsoft is an American multinational corporation that develops, manufactures, licenses, supports, and sells a range of software products and services. Microsoft’s devices and consumer (D&C) licensing segment licenses the Windows operating system and related software, Microsoft Office for consumers, and the Windows Phone operating system. The company’s computing and gaming hardware segment provides Xbox gaming and entertainment consoles and accessories, second-party and third-party video games, and Xbox Live subscriptions; surface devices and accessories; and Microsoft PC accessories. Its phone hardware segment offers Lumia smartphones and other non-Lumia phones. Its D&C segment provides Windows Store, Xbox Live transactions, and Windows phone store; search advertising; display advertising; Office 365 Home and Office 365 Personal; first-party video games; and other consumer products and services as well as operating retail stores. Microsoft’s commercial licensing segments license server products, including Windows Server, Microsoft SQL Server, Visual Studio, System Center, and related Client Access Licenses (CALs); Windows Embedded; Windows operating system; Microsoft Office for business, including Office, Exchange, SharePoint, Lync, and related CALs; Microsoft Dynamics business solutions; and Skype. Its commercial segment offers enterprise services, including premier support services and Microsoft consulting services; commercial cloud comprising Office 365 Commercial, other Microsoft Office online offerings, Dynamics CRM Online, and Microsoft Azure; and other commercial products and online services. The company markets and distributes its products through original equipment manufacturers, distributors, and resellers, as well as online.

Microsoft Careers

Join Microsoft today and be part of a company that values innovation, leadership, and diversity in its workforce. As a global leader in technology and digital transformation, Microsoft offers unparalleled job opportunities that propel your career to new heights.

Explore Career Opportunities at Microsoft

Whether you're a seasoned professional looking for your next challenge or a recent graduate eager to start your career, Microsoft has a position that suits your skills and ambitions. We are committed to fostering a culture of growth and learning, where every team member is supported in expanding their horizons.

Internship Programs

Kickstart your career with a Microsoft internship. Our internships provide invaluable workplace experience and networking opportunities in a supportive and dynamic environment. You'll work on real projects, learn from industry leaders, and gain the skills necessary for a successful career in technology.

Employment Benefits

Choosing a career at Microsoft means more than just a job. Our employees enjoy a range of benefits designed to empower them both professionally and personally. These include comprehensive health benefits, flexible working conditions, and opportunities for career advancement through professional development and diversity training.

Inclusive Culture and Diversity

At Microsoft, we believe that innovation comes from diversity of thought and inclusion. We are committed to a workplace where everyone feels valued and inspired. Our leadership is dedicated to fostering an environment where diverse perspectives lead to breakthrough innovations and a competitive edge.

Grow with Us

Career growth at Microsoft is about more than climbing the corporate ladder; it's about continuous learning, expanding your skills, and improving your capabilities. With access to various leadership and training programs, you can evolve as a professional and make a significant impact within the company and on the global stage.

Hiring Process

Our hiring process is designed to identify true potential. Starting with a review of your resume, followed by interviews that assess your problem-solving abilities and cultural fit, we ensure that all candidates have a fair chance to demonstrate their strengths and potential to contribute to our team.

Networking and Professional Development

Microsoft is a place where you can build a professional network that spans the globe. Our employees benefit from connections with top-tier professionals and industry leaders, which opens doors to innovative projects and collaborative opportunities that are second to none.

Join Our Team

If you're ready to take on exciting challenges and make a difference in the world of technology, explore the job opportunities at Microsoft. Search for open positions that match your skills and interests, and prepare to embark on a rewarding career path filled with innovation and opportunities for personal and professional growth.

Stay Connected

Keep up to date with the latest at Microsoft Careers by subscribing to our job alert emails. Get tailored content that aligns with your career preferences and discover the exciting and rewarding opportunities that await at Microsoft.

SEARCH MICROSOFT JOBS

At Microsoft, your future is limitless. Join us in our mission to empower every person and every organization on the planet to achieve more. Your journey with Microsoft starts here.
Learn more about Microsoft
Size
181,000 employees
Market Cap
$1,762.4 billion
Industry
Net Income
$51.3 billion
Founded
1975
5 Year Trend
+15.5%
Revenue
$153.2 billion
NASDAQ

Similar Jobs

More Jobs at Microsoft

More Information Technology Jobs

Find similar Customer Experience Engineer II, M365 jobs: