Microsoft

Senior Advanced Cloud Engineer - CTJ - Poly

Microsoft • $119K — $234K *
Redmond, WA 98052In-Person
Information Technology
Less than 5 years of experience
Today
Be an Early Applicant
Job Overview by Ladders

Qualifications

  • Bachelor's Degree in Engineering, Computer Science, IT, Data Analytics/Science, AI, or related field with 4+ years in technology, cloud, technical support, or customer experience engineering.
  • Active U.S. Government Top Secret Clearance with access to Sensitive Compartmented Information (SCI).
  • Master's Degree in Engineering or related field with 6+ years in technology, cloud, technical support, or customer experience engineering (preferred).
  • 8+ years in technology, cloud, technical support, or customer-facing roles (preferred).
  • 5+ years' experience in customer experience engineering or related roles (preferred).

Responsibilities

  • Gather customer feedback to identify service usage, feature gaps, and key performance indicators.
  • Identify developmental opportunities for professional growth and technical skill enhancement.
  • Conduct health checks to optimize customer environments and guide on software updates and deployments.
  • Serve as a liaison between customers and engineering teams to resolve issues and conduct root-cause analysis.
  • Collaborate with product and business groups to relay customer experiences and identify product limitations.
  • Partner with internal teams to resolve customer incidents and improve troubleshooting resources.
  • Embody company culture and values.

Benefits

  • Comprehensive health and wellness programs.
  • Professional development opportunities.
  • Flexible work arrangements.
  • Employee discounts and perks.
  • Retirement savings plans.
Full Job Description
Responsibilities
  • Gathers feedback from the customers and partners to learn ways in which customers and partners use the service and identify feature and knowledge gaps, misconfigurations, metrics, and key performance indicators (KPIs) in the current product. Helps customers and partners stay current with effective practices by sharing content via multiple forums. Identifies content improvement or troubleshooting guides. Helps implement automation of complex solutions.
  • Identifies and leverages potential developmental opportunities across product areas and business processes (e.g., mentorships, shadowing, trainings) for professional growth and to develop and execute on technical intensity/skilling to resolve customer issues.
  • Conducts health checks to ensure customer environment (e.g., product, service, feature) is optimized and configured for deployment. With minimal guidance, provides guidance to customers on understanding and implementing new versions, software updates, and releases of platforms within Microsoft. With minimal guidance, serves as a connecting point between the engineering team and customers representatives throughout the solution lifecycle. With minimal guidance, conducts feature reviews on new deployment to identify gaps. With managerial support, provides guidance to customers on designing configurations and deploying solutions on Microsoft platforms. With minimal guidance, engages with customers to understand their business and availability needs to then help develop guidance to meet deployment needs.
  • Serves as a connecting point and escalates specific customer issues to appropriate teams to resolve customer issues. Communicates progress and keeps stakeholders aligned with respect to escalations. With some supervision, handles escalations on customer issues from the support or field teams. Escalates issues to seniors or managers within the team, if more assistance is needed. With minimal oversight, conducts root-cause analysis of the issues and follows up with the customers.
  • Collaborates with the relevant product and business groups on how customers use the product. Understands and identifies gaps in customer scenarios and product limitations. Provides details to the product and business groups on customer product experience and usage. With minimal supervision, acts as a voice of customers (VOCs) to inform product and business groups on customer product experience and usage.
  • With minimal guidance, partners with other teams (e.g., program managers, software engineers, product, customer service support [CSS] teams) to review and unblock, and resolve customer incidents/issues. Collaborates with internal partner teams to supports delivery of solutions back to the customers. Informs stakeholders on customer progression including issues. Independently starts to build partnerships with internal technical teams to update the troubleshooting resources. With minimal guidance, works with the relevant product and business groups to resolve customer issues.
  • Embody our culture and values.


Qualifications

Required/Minimum Qualifications:
  • Bachelor's Degree in Engineering, Computer Science, Information Technology (IT), Data Analytics/Science, Artificial Intelligence (AI), or related field AND 4+ years experience in technology industry, cloud, technical support, and/or customer experience engineering
    • OR equivalent experience.

Other Requirements:

Security Clearance Requirements: Candidates must be able 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:
  • The successful candidate must have an active U.S. Government Top Secret Clearance with access
    to Sensitive Compartmented Information (SCI) based on a Single Scope Background Investigation
    (SSBI) with Polygraph. Ability to meet Microsoft, customer and/or government security screening
    requirements are required pre-offer and post-hire for this role. Failure to maintain or obtain the
    appropriate U.S. Government clearance and/or customer screening requirements may result in
    employment action up to and including termination.
  • Clearance Verification: This position requires successful verification of the stated security
    clearance to meet federal government customer requirements. You will be asked to provide
    clearance verification information prior to an offer of employment.
  • Microsoft Cloud Background Check: This position will be required to pass the Microsoft Cloud
    background check upon hire/transfer and every two years thereafter.
  • Citizenship & Citizenship Verification: This position requires verification of U.S. citizenship due
    to citizenship-based legal restrictions. Specifically, this position supports United States federal,
    state, and/or local United States government agency customer and is subject to certain
    citizenship-based restrictions where required or permitted by applicable law. To meet this legal
    requirement, citizenship will be verified via a valid passport, or other approved documents, or
    verified US government Clearance

Preferred/Additional Qualifications:
  • Master's Degree in Engineering, or related field AND 6+ years experience in technology industry, cloud, technical support, and/or customer experience engineering
    • OR Bachelor's Degree in Engineering, Computer Science, Information Technology (IT), Data Analytics/Science, Artificial Intelligence (AI), or related field AND 8+ years experience in technology industry, cloud, technical support, and/or customer experience engineering
    • OR equivalent experience.
  • 5+ years' experience in technology industry, cloud, technical support, and/or customer facing roles


Customer Experience Engineering IC4 - The typical base pay range for this role across the U.S. is USD $119,800 - $234,700 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 $160,200 - $261,000 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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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.

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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.

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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.

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Learn more about Microsoft
Size
181,000 employees
Market Cap
$1,762.4 billion
Industry
Enterprise Technology
Net Income
$51.3 billion
Founded
1975
5 Year Trend
+15.5%
Revenue
$153.2 billion
NASDAQ
MSFT
* Ladders Estimates

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