Microsoft

Customer Experience Engineer II

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 AND 2+ years in technology, cloud, technical support, or customer experience engineering, or equivalent.
  • Bachelor's degree in a relevant field AND 5+ years of experience in the technology industry, with 1+ year customer-facing experience, or equivalent.

Responsibilities

  • Ensure a high-quality customer support experience for M365 by collaborating with engineering teams.
  • Act as a Subject Matter Expert on core workloads like SharePoint, Microsoft Copilot, or Exchange to assist diverse customers.
  • Support M365 customers with a global 24/7 support delivery model.
  • Deeply analyze M365 services to identify solutions and communicate customer needs to leadership.
  • Enhance internal processes and customer satisfaction through optimization efforts.
  • Foster teamwork with other engineering teams for escalated issues and product enhancements.
  • Participate in and contribute innovative ideas to M365 Service Improvement Programs.

Benefits

  • Diverse and inclusive work environment with a global team.
  • Opportunity for continuous learning and engagement with cutting-edge collaborative technologies.
  • Impactful role that influences customer experience and product development.
Full Job Description
Overview

We are looking for a Customer Experience Engineer II with experience deploying M365 Services for large organizations to help us redefine the customer support experience.

The CE3 M365 Advanced Cloud Engineering Team (ACE) team is the leading Engineering touch point with our Strategic Customers for the M365 Platform. We are a diverse global team of highly motivated, talented and customer obsessed Service engineers who love the balance of engineering and customer disciplines. We are constantly pushing ourselves to learn about the latest in collaborative technologies while solving deep engineering challenges on global complex systems where SaaS platforms are deployed in complex customer environments. Working together as a team to innovate on the customer experience is something that we are collectively passionate about.

As an ACE you will be responsible for working with strategic customers to ensure they realize value and succeed with all M365 products, including adoption of new ones such as Copilot. You will be developing a lasting and trusted relationship with key platform stakeholders, understanding their technology setup, their business needs and their plans for adoption and use of the M365 platform. You will redefine the support experience by working with our support partners to ensure your customer gets an amazing engineering support experience first time, every time. The ACE will be accountable to show the value of the Mission Critical Service offer to facilitate successful renewal of their purchased services.

You will also be the voice of the customer and have a solid connection with M365 service teams, to identify recurring issues and feature requests to drive product improvements. You will work with M365 Product Management & software engineering teams to provide direct and specific feedback from your customer on defects, issues and requested design changes and you will work with customer account teams to drive customer satisfaction.

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.


Additional Qualifications:
  • Bachelor's Degree in Engineering, Computer Science, Information Technology (IT), Data Analytics/Science, Artificial Intelligence (AI), or related field AND 5+ years experience in technology industry, cloud, technical support, and/or customer experience engineering OR equivalent experience.
    1+ year(s) of customer facing experience.


Customer Experience Engineering IC3 - The typical base pay range for this role across the U.S. is USD $102,100 - $202,200 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 - $219,200 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.

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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
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