Microsoft

Senior Customer Experience Engineer

Microsoft$119K — $234K *
Information Technology
Less than 5 years of experience
Job Overview by Ladders

Qualifications

  • Bachelor's Degree in a relevant field plus 4+ years in technology, cloud, or customer experience OR equivalent experience.
  • Master's Degree with 6+ years experience in technology, cloud, or customer experience OR bachelor's with 8+ years experience OR equivalent experience.
  • 2+ years of direct customer-facing experience.
  • Technical proficiency in M365 services, especially SharePoint, Copilot, Exchange, or Teams.
  • Experience in technical support or engineering roles within cloud environments.

Responsibilities

  • Ensure exceptional customer support experience with M365, collaborating closely with engineering teams.
  • Serve as a Subject Matter Expert on at least one M365 core workload to assist diverse clients.
  • Provide 24/7 support for M365 customers through multiple modalities.
  • Deeply analyze customer needs across M365 services and report trends to leadership.
  • Enhance customer satisfaction by optimizing processes and tools.
  • Cultivate strong relationships with engineering teams for escalations and improvements.
  • Lead initiatives to enhance M365 service offerings and drive transformative programs.

Benefits

  • Comprehensive health benefits packages.
  • Opportunities for professional development and learning.
  • Flexible work arrangements.
  • Access to innovative projects and leading technologies.
  • Collaborative and diverse work environment, fostering teamwork.
Full Job Description
Overview

We are looking for a Senior Customer Experience Engineer candidate 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.
  • Drive Frontier programs internally to ensure the ACE team transforms the way we work and deliver for our customers.


Qualifications

Required 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.


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.
  • 2+ years of customer facing experience.


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.

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.

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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.

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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.

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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.

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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
NASDAQ

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