Customer Experience Engineer

hace 14 horas


San José, San José, Costa Rica Microsoft A tiempo completo

Microsoft is committed to delivering exceptional customer experiences that exceed expectations. We are seeking a skilled Customer Experience Engineer to join our team in this newly expanded organization.

About the Role:

We are looking for a highly motivated and technical individual with a passion for delivering customer success. As a Customer Experience Engineer, you will be responsible for owning, troubleshooting, and solving complex customer technical issues using collaboration, troubleshooting best practices, and transparency within and across teams.

Key Responsibilities:

  • Owning and resolving customer technical issues
  • Identifying cases requiring escalation (technical or strategic)
  • Creating and maintaining incident management requests to product groups/engineering groups
  • Contribution to case deflection initiatives, automation, and digital self-help assets to improve customer/engineer experience
  • Providing ramp activities, knowledge sharing, technical coaching, and mentoring
  • Driving technical collaboration and engagement outside of CSS (Product Engineering teams/Services/Support/Regions)
  • Leading or participating in building communities with peer delivery roles; may be workload or specialty specific

Qualifications:

To succeed in this role, you will require:

  • 3+ years of technical support, technical consulting experience, or information technology experience, preferably in a technical customer-facing role, with prior experience working on client-server architecture technologies, Azure technical support, or equivalent technology
  • OR Bachelor's Degree in Computer Science, Information Technology (IT), or related field AND 1+ year(s) of technical support, technical consulting experience, experience working with web services (SOAP or RESTful APIs), or information technology experience, year(s) of OOP coding experience or exposure
  • Solid coding skills with at least 1 year of experience in any of the following technologies: C++, C#, Java, JavaScript, Python, PowerShell, or PHP
  • Strong analytical and problem-solving skills
  • Advanced understanding of the TCP/IP protocols, such as HTTP and DNS
  • Degree in Computer Science or equivalent experience
  • Outstanding written and verbal communication skills, ability to amicably manage conflict and negotiate resolution
  • Ability to deal with multiple tasks and situations daily, maintaining calm and composure in stressful situations
  • Meeting Microsoft, customer, and/or government security screening requirements, including Microsoft Cloud Background Check

Benefits and Perks:

This role offers a competitive salary of $120,000 - $180,000 per annum, depending on location and experience, plus benefits and perks, including health insurance, retirement plans, paid time off, and opportunities for professional growth and development.



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