Customer Experience Engineer II - Windows Cloud Experience Team

The Windows Cloud Experience (WCX) Engineering Support-as-a-Feature Team engages with our customers and our support partners to ensure that we deliver top-notch customer experiences, and that supportability is an integral part of the product engineering lifecycle.

We are seeking a Customer Experience Engineer II who is customer-obsessed and can become a deep technical subject matter expert to develop, improve, and operate processes on a global scale.

We are a team focused on learning from deep technical engagement with customers and support engineers to improve Windows 365 and Azure Virtual Desktop; thus, accelerating adoption of Windows in the cloud! 

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

• Gather feedback from customers to learn ways in which they use the service and work with feature engineering teams to review architecture/design and provide feedback and guidance as it relates to customer experience, customer impact, and support delivery.  
• Engage directly with customers to help them solve technical problems or alert them to potential issues while helping them understand the capabilities of Windows 365 and Azure Virtual Desktop so they can operationalize the support of those services. 
• Assist with developing training and readiness materials around upcoming features and changes to support teams including delivering telemetry, troubleshooting guides, best practices insights, and diagnostics data in a secure way to help them handle customer support cases. 
• Be the “bridge” between support teams and feature engineering teams. Help engineering teams learn about customer issues and incorporate feedback into the product planning process. With support, handle escalations on customer issues from the support or field teams. Escalates issues to engineers within the team.
• Partner with other teams within the organization to execute the team’s engagement in complex customer and support issues, driving improvements in product and process at a regional and global level. 
• Embody our Culture and Values

Qualifications

Required Qualifications: 

• Bachelor's Degree in Engineering, Computer Science, Information Technology (IT) or related field AND 2+ years experience in technology industry, cloud, technical support, and/or customer experience engineering 
  • OR equivalent experience. 
• 1+ years’ experience installing, configuring, or supporting enterprise-scale Windows 365, Azure Virtual Desktop, OR other enterprise-scale desktop virtualization and Desktop-as-a-Service environments. 
• 1+ years' experience in an external customer/client facing role.

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: 

• Bachelor's Degree in Engineering, Computer Science, Information Technology (IT), Data Analytics/Science, Artificial Intelligence (AI), or related field AND 5+ years experience in technology industry, cloud, technical support, and/or customer experience engineering 
  • OR equivalent experience. 
• 4+ years' experience in client-side technical support roles with demonstrated software, Operating System (OS), hardware, an