At a Glance
- Tasks: Support and enhance customer experience with Microsoft Azure through problem-solving and technical expertise.
- Company: Join Microsoft, a leader in cloud computing and innovation.
- Benefits: Competitive salary, diverse culture, and opportunities for professional growth.
- Other info: Dynamic team with a focus on inclusion and career development.
- Why this job: Be the voice of customers and drive impactful solutions in a fast-paced environment.
- Qualifications: Degree in tech-related field and experience in cloud or customer support.
Overview
Every minute of every day, customers stake their entire business and reputation on Microsoft Cloud. The Azure Engineering Operations (EngOps) team believes that when we meet our high standards for quality and reliability, our customers win. If we falter, our customers fail their end-customers. Our vision is to turn Microsoft Cloud customers into fans. We are customer obsessed problem-solvers. We orchestrate deep engagements in areas like incident management, support and enablement. We analyze and amplify those customer voices, both within our own team, and across the Cloud + AI team, bringing the customer connection to the Quality vision for Azure. We innovate ways to scale what we learn across our customer base. Diversity and inclusion are central to who we are, how we work, and what we enable our customers to achieve. We know that empowering our customers starts with empowering our team to show up authentically, work in ways that are best for them, and achieve their career goals.
Would you like to join one of the fastest-growing teams within Microsoft Azure Engineering? Are you constantly customer-obsessed, and focused on enhancing customer experience? Are you passionate about cloud computing and love the challenge of solving the most complex technical problems? Come join us and surround yourself with people who are passionate about cloud computing and believe that extraordinary support is critical to customer success.
As an Advanced Cloud Engineer 2 Customer Focused, you are the primary support and engineering contact accountable for the customers Azure support experience driving resolution of complex critical problems and supporting key customer projects on Azure. You will also act as the voice of the customer within Azure to escalate problems and to drive prioritization of platform/support improvement needs for customers. In this role, you will work together with field teams (Customer Success Account Managers, Cloud Solution Architects, Support Escalation Engineers) and Azure engineering teams with our mission to turn Azure customers into fans with a world-class engineering-led support experience.
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
- Technical Oriented: Utilizes engineering tools, customer telemetry and direct input. Flags the patterns of defects/signals in the products or issues across customers. Inform customers and partners about the complex thematic active issues, progress made on them and discuss next steps. Synthesize feedback from customers and partners to learn about the product usage and identify and resolve feature and knowledge gaps and key performance indicators (KPIs) in the current product. Leads team in sharing insights and best practices with customers and partners on these service improvements. Recommend changes to content improvement or troubleshooting guides and develops metrics to evaluate the changes.
- Customer Solution Lifecycle Management: Utilizes cross systems to conduct health checks to ensure the customer environment (e.g., product, service, feature) is optimized and configured for deployment. Provides guidance to customers on understanding and implementing new versions. Serves as a connecting point between the engineering team and customers throughout the solutions lifecycle. Utilizes any resources to respond and resolve the immediate issues throughout the solution lifecycle. Proactively provides guidance to customers on designing configurations and deploying solutions on Microsoft platforms. Handles complex escalations on customer issues from the support or field teams. Conducts impact analysis to determine the priority of the escalations. Conducts deep root cause analysis of the issues and converts them into improvement opportunities. Serves as an escalation resource in areas of subject matter expertise. Represents the team on highly complex issues and answers a large variety of technical questions and concerns.
- Relationship/Experience Management: Acts as a voice of customers and leverages customers' feedback to provide input on business plans developed by the relevant product and business groups. Identifies customer usage patterns and driving resolutions on reoccurring customer issues with engineering and product and business groups. Leads their team in engaging with feature and product groups on redesign/customer requested changes for Microsoft products. Close the loop of feedback with the customers on product features. Partners with other teams (e.g., program managers, software engineers, product, customer service support (CSS) teams) prioritize and drive resolutions of complex, high-impact customer issues and integration of customer features into the products. Leads discussions with stakeholders on customer progression and provide expertise on resolutions plans for common types of customer issues. Proactively communicates the translation of signals into actionable insights/trends to product teams to improve service reliability. Leads coordination with stakeholders (e.g., engineering/product teams) to develop mechanisms that improve customer health engagement and reduce the turnover time.
Qualifications
- Required Qualifications: Bachelor's Degree Engineering, Computer Science, Information Technology (IT), Data Analytics/Science, Artificial Intelligence (AI), or related field AND 2+ years experience in technology industry, cloud, technical support, and/or customer experience engineering OR equivalent experience.
- Additional Required Qualifications: 4 years of demonstrated IT experience supporting and troubleshooting enterprise level, mission-critical applications resolving complex issues/situations and driving technical resolution across cross-functional organizations. 4+ years experience in an external customer/client facing role. 2+ years of experience working on cloud computing technologies. Experience with being on-call.
- Technical Skills: Cloud computing technologies. Demonstrated hands-on experience in one or more of the following: Core IaaS: Compute, Storage, Networking, High Availability, Azure Kubernetes Service Data Platform and Bigdata: SQL Server, Azure SQL DB, HDInsight/Hadoop, Machine Learning, Azure Stream Analytics, Azure Data Factory / Data Bricks, Cosmos DBAzure PaaS Services: Redis Cache, Service Bus, Event Hub, Cloud Service, IoT suite, Mobile Apps, etc. Communication skills: ability to empathize with customers and convey confidence. Able to explain highly technical issues to varied audiences. Able to prioritize and advocate customers needs to the proper channels. Take ownership and work towards a resolution. Customer Obsession: Passion for customers and focus on delivering the right customer experience. Growth Mindset: Openness and ability to learn new skills and technologies in a fast-paced environment.
- Experience: Development & Automation Skills: Experience developing production-grade solutions using one or more programming languages such as C#, Python, Java, JavaScript, or Go. Ability to build automation, tooling, APIs, and telemetry-driven solutions that improve operational efficiency and customer outcomes.
- Solution Engineering & Cloud Architecture: Experience designing, deploying, and troubleshooting cloud-native solutions with knowledge of distributed systems, observability, CI/CD, Infrastructure as Code, and end-to-end customer solution lifecycle management. Ability to engage in development scenarios, and partner directly with engineering teams to drive product and service improvements.
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.
Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, citizenship, color, family or medical care leave, gender identity or expression, genetic information, immigration status, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran or military status, race, ethnicity, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable local laws, regulations and ordinances.
Customer Experience Engineer in London employer: Microsoft Corporation
Microsoft is an exceptional employer that fosters a culture of inclusion, innovation, and growth, making it an ideal place for a Customer Success Account Manager. With a commitment to empowering employees through continuous learning and collaboration, you will have the opportunity to work with leading enterprise customers while developing your skills in a dynamic environment. The company's focus on respect, integrity, and accountability ensures that every team member can thrive and contribute to meaningful customer success stories.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Experience Engineer in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Microsoft Corporation. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Microsoft Corporation before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Experience Engineer in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Microsoft Corporation:Your cover letter is your chance to shine! Tell us why you want to work at Microsoft Corporation specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Microsoft Corporation!
How to prepare for a job interview at Microsoft Corporation
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
