Customer Experience Engineer - Microsoft Advertising

<p><span>Microsoft Advertising is the destination for experienced, collaborative, and passionate digital advertising professionals seeking a rewarding career and lifestyle. We offer a compelling portfolio of advertising products, innovative solutions, and the opportunity to engage with some of the brightest minds in the digital industry. Global Support is a focal point for Bing advertisers around the world and the Bing Ads Technical Support team plays a pivotal role in supporting Bing search.</span></p><p><br/><span>The <strong>Customer Experience Engineer II</strong> is responsible for utilizing engineering tools, customer telemetry, and direct customer input to identify and flag defects, product misuse, or customer issues. This role involves tracking customer incidents, engaging with customers and partners to understand issues, and communicating progress and next steps with minimal oversight. The engineer will gather feedback from customers and partners to learn how they use the service, identify feature and knowledge gaps, and implement new features or tools to improve products.</span></p><p><br/><span>You will partner with our platform development team, share knowledge and be an effective advocate for our internal/external partners. You will join a team that is focused on results, working together to solve problems, and committed to developing people. You will be customer and quality obsessed, working across different teams and functions to ensure new features are delivered to the highest quality, on schedule, while integrating seamlessly with pre-existing features and experiences.</span></p><p><br/><span>This role is an integral member of a team focused on delivering results, working in partnership to achieve business goals, and committed to personal and team development.</span></p><p> </p><p><span>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.</span></p> <h3>Responsibilities</h3> <ul><li><span>Gather feedback from customers and partners to identify feature and knowledge gaps. Develops targeted action plans to address and improve customer/partner issues and experience. Partners with relevant internal teams to plan and execute important customer experience-based projects.</span></li><li><span>Investigate security and quality issues pre and post-launch of new platform features. Acts to prevent user, partner, and customer quality risk issues through industry awareness, new feature risk analysis, progressive policy influence, pre-launch partner quality reviews, fraud/DSAT trend identification, platform feature recommendations, and business quality advocacy. Analyze large volumes of data, interpret traffic patterns, identify risks, document conclusions, and recommend systems and process solutions to mitigate issues.</span></li><li><span>Execute against complex technical risk exposure issues identified through investigations. Partner closely with platform engineers to surface global marketplace issues, risky business models, or cultural nuances which should be accounted for through new market additions, new oversight processes, or augmenting platform features. Ensure product readiness reviews, policy feature preparations, and optimizations are completed prior to launch.</span></li><li><span>Proactively seek out readiness aligned to business objectives as identified by leadership; obtain relevant accreditations and certifications as advised by the leadership team. Use repeatable processes and automations to improve consistency, efficiency, and safety. Foster Service Level Agreement (SLA) achievement by surfacing risks, issues, trends, and performing quality reviews through workflow monitoring, auditing, and timely issue mitigation. Develop end-to-end expertise in service/system design, interactions, functions, and dependencies at scale.</span></li><li><span>Drive reviews, identify opportunities for operational efficiencies, and share learnings across engineering teams.</span><br/><span>Maintain current knowledge and expertise, drive the adoption of new solutions, and provide guidance through sharing and coaching. Implement reliable, scalable, and high-performance solutions, contribute to design documents, and own implementation/rollback plans. Maintain quality checklist and documentation, monitor telemetry data, and influence analytics to identify system issues. Adhere to security, privacy, and compliance standards, work with relevant teams to address issues, and identify patterns of violations.</span></li><li><span>Collaborate across teams, share information, overcome obstacles, resolve conflicts, and engage partners for mutual objectives. Share insights and best practices, mentor