Customer Experience Engineer
hace 14 horas
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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