ResponsibilitiesTechnical-Oriented
• With support and guidance, tracks customer incidents, engages with customers and partners to understand issues, contributes to troubleshooting using diagnostics, and communicates progress and next steps to customers.• With managerial guidance, gathers feedback from the customers and partners to learn ways in which customers and partners use the product. Supports team members in implementing automation of solutions for the team.
• Leverages recommended developmental opportunities across discipline areas (e.g., mentorships, shadowing, training) for professional growth and to develop and execute on technical intensity/skilling to resolve customer issues.
Customer Solution Lifecycle Management
• With some oversight, assists with answering customer questions/concerns, reporting customer issues, conducting health checks, and escalate issues to seniors or managers within the team, if more assistance is needed.• With some guidance, conducts root cause analysis of issues and follow up with customers on it.
Relationship/Experience Management
• With oversight, partners with other teams (e.g., program managers, software engineers, product, customer service support [CSS] teams) to review and unblock customer incidents/issues.• Works with customers under guidance to gather input on their experiences with Microsoft solutions. Identifies and tracks gaps in customer scenarios and product limitations.
QualificationsRequired Qualifications
- Bachelor's Degree in Engineering, Computer Science, Information Technology (IT), Data Analytics/Science, Artificial Intelligence (AI), or related field OR equivalent experience.
Additional or Preferred Qualifications
- Bachelor's Degree in 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.
- 1+ year(s) of customer facing experience.
- 1 year of demonstrated IT experience troubleshooting issues and driving technical resolutions.
- Experience working on cloud computing technologies preferably Azure and the ability to develop and apply one or more of Azure technical skills such as Compute, Storage, Networking, Data PaaS, Monitoring etc.
- Experience with being on-call.
- Ability to speak and understand English and to receive/understand messages during in-person or remote (e.g., telephone) interactions.
- Passion for customers, ability to empathize with customers and convey confidence.
- Openness and ability to learn new skills and technologies.
Customer Experience Engineering IC2 - The typical base pay range for this role across the U.S. is USD $85,400 - $168,100 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 $111,100 - $183,700 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.
