Principal Customer Experience Engineer

Are you a customer-obsessed, AI-curious problem-solver who thrives in an inclusive, collaborative global team? The Azure CXP team’s mission is to transform Microsoft Cloud customers into fans. Through our deep engineering engagements with customers and teams across Microsoft, we analyze and amplify customer needs and drive the vision to improve Cloud quality, security, and reliability. Our culture of growth mindset and empowerment are central to who we are and how we work. 

The Principal Customer Experience Engineer is accountable for improving customer experience on Azure including first party services.  You will be able to demonstrate breadth while managing complex, highly available services with a deep understanding of the underlying components including Azure Core Services and their inter-dependencies, and work directly with customers and first parties, customer support, Livesite Teams, and other engineering teams.

You will deliver critical, customer-facing features and work across many Azure servicing teams, ensuring they meet our customers’ needs. In this role, you will partner with Program Management, Business, Field, Marketing, and Support teams. You will be surrounded by data scientists, experienced developers, and colleagues that obsess over improving customer and platform experience.

Responsibilities

• Analyze and comprehend complex customer application architectures to identify and resolve feature and knowledge gaps. This involves identifying, utilizing, and recommending existing engineering tools, customer telemetry, and direct customer input services/systems. It also includes synthesizing feedback from increasingly challenging and strategic customers to learn how they use the product and identify and resolve feature and knowledge gaps, misconfigurations, metrics, and key performance indicators (KPIs) in the current platforms.
• Work collaboratively across CRE to utilize SRE practices to improve our systems, processes, and platform reliability. this involves working closely within the Customer Reliability Engineering (CRE) team to support Site Reliability Engineering (SRE) practices. The goal is to enhance the reliability, scalability, and efficiency of our systems and processes, ensuring a robust and reliable platform for our customers.
• Identify and implement top customer resiliency improvements to minimize outage impacts. This includes creating conducting health checks, architectural reviews, and driving improvement recommendations to ensure the customer environment is optimized and configured for deployment.
• Collaborate with product teams to prioritize and drive platform improvements. This responsibility involves partnering with other teams (e.g., program managers, software engineers, product, customer service support teams) to prioritize and drive resolutions of complex, high-impact customer issues and integration of customer features into the products. It also includes delivering complex solutions back to the customers and leading discussions with stakeholders on customer progression.
• Lead efforts to improve individual customer experiences while scaling platform improvements. This involves acting as a voice of customers to inform relevant product and business groups on customer product experience and usage, and how to improve the customer environment. It also includes leveraging customer feedback to provide input on business plans developed by the relevant product and business groups, and leading the team in engaging with feature and product groups on redesign/customer requested changes for Microsoft products.

Qualifications

Required Qualifications:

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

• Master's Degree in Engineering, or related field AND 8+ 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 12+ years experience in technology industry, cloud, technical support, and/or customer experience engineering OR equivalent experience.
• 3+ years of customer facing experience.
• 2+ years of Site Reliability Engineering experience.

Customer Experience Engineering IC5 - The typical base pay range for this role across the U.S. is USD $139,900 - $274,800 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 $188,000 - $304,200 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

Microsoft will accept applications for the role until October 1, 2025.

Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances.  We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request via the Accommodation request form.

Benefits/perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work.

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