Customer Experience Engineer II - CTJ - Poly

You will support Office 365 and collaboration products such as Exchange Online, SharePoint Online, OneDrive, and Teams, working with Microsoft’s largest enterprise and government customers to resolve escalations, drive adoption, and deliver world-class customer experiences. Our customers expect the highest standards for feature quality, security, reliability, availability, and performance. You will investigate and solve critical, complex technical issues escalated from customers, using a wide range of troubleshooting techniques. Many issues will be technically complex and may require advanced conflict resolution and collaboration skills, as you represent Microsoft when working with the customer.

Success in this role requires problem isolation techniques, enterprise experience, and the ability to solve unknown problems in high-stakes, mission-driven scenarios. Beyond technical talent, we are looking for people who thrive under challenging circumstances, engage in difficult situations, and demonstrate a growth mindset. You will identify business challenges and trends, propose solutions, and make recommendations to impact the broader business.

This position requires onsite work at a Microsoft campus and may require participation in a rotational on-call schedule as a subject matter expert to other engineers.

Microsoft’s mission is to empower every person and every organization on the planet to achieve more. As employees we come together with a growth mindset, innovate to empower others, and collaborate to realize our shared goals. Each day we build on our values of respect, integrity, and accountability to create a culture of inclusion where everyone can thrive at work and beyond. 

Responsibilities

• Deliver world-class customer experiences by understanding unique customer needs in secure cloud environments.
• Exhibit technical leadership across projects and teams (e.g., Site Reliability Engineering, Incident Response, On-site Delivery).
• Manage crisis situations involving technically challenging issues and diverse audiences.
• Collaborate with Engineering teams to provide technical reviews and action plans, driving optimal customer outcomes.
• Use trace analysis, debugging, and proprietary tools to analyze errors and resolve customer issues.
• Communicate with Microsoft groups to influence decisions and deliver product improvements addressing risks in secure cloud environments.
• Create and deliver training/readiness materials for global audiences; mentor and coach others to grow organizational capability.

Embody our culture and values 

Qualifications

Required/Minimum Qualifications

• Bachelor's Degree in Sales, Marketing, Computer Science, Information Technology (IT), Data Science, Business Analytics, Business, Finance, Mathematics, Physical Sciences, Humanities, or related field AND 4+ years experience in consulting, change management, project management, customer engagement, sales/business engagement, relationship management, analytics, or customer feedback and intelligence program management
  • OR equivalent experience
• 3+ years of technical industry experience in administration, consulting, development, or support.
• 2+ years of experience with enterprise server products such as: Exchange, SQL, IIS - Internet Information Services, O365 and SharePoint or similar Microsoft or competitive Windows based products.

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