Customer Experience Engineer
Collaborate with brilliant minds who challenge, inspire, and elevate each other to new heights. As a Customer Experience Engineer joining Azure Engineering Operations, you will work alongside a team that is customer-obsessed and driven by problem solving. Here, you will work on the latest Artificial Intelligence technologies and engage deeply with enterprise customers, giving you opportunities to influence both cloud strategy and product road maps by partnering directly with engineering teams. Innovation is at the heart of what we do, and you will create solutions to resolve complex engineering problems while surrounded by passionate professionals who believe that extraordinary support is vital to customer success.
In this role, you will orchestrate deep engagements in incident management, support, and enablement, amplifying the customer voice throughout our own team and the Cloud + Artificial Intelligence organization. You will have the unique ability to innovate ways to scale insights and solutions across our broad customer base, helping to shape the Quality vision for Azure. Diversity and inclusion are central to how we operate, empowering you to work authentically and achieve your career aspirations.
At Microsoft, our mission to empower every person and every organization on the planet to achieve more guides how we partner with customers to deliver trusted, impactful solutions. With a growth‑mindset culture, we innovate responsibly and measure success by shared progress, people, teams, and customers. Join us to do meaningful work that changes the world and helps shape what’s next for everyone.
Responsibilities
- Conduct health checks to ensure customer environments are optimized and configured for deployment, and provide guidance on understanding and implementing new software updates and releases.
- Serve as a connecting point and escalate specific customer issues to the appropriate teams, handling escalations from support or field teams and conducting root-cause analysis to ensure resolution.
- Collaborate with product and business groups to understand customer product experiences and identify gaps, acting as the voice of the customer to inform future improvements.
- Partner with internal teams such as program managers, software engineers, and customer service support to review, unblock, and resolve incidents and deliver solutions back to customers.
- Gather feedback from customers and partners to identify feature and knowledge gaps, share best practices, and implement new features or tools to improve the Microsoft Azure experience.
Required/Minimum Qualifications
- Bachelor's Degree Engineering, Computer Science, Information Technology (IT), Data Analytics/Science, Artificial Intelligence (AI), or related field AND sufficient years of experience in technology industry, cloud, technical support, and/or customer experience engineering OR equivalent experience.
Preferred Qualifications
- Proven years of customer facing experience.
- Demonstrated experience supporting and troubleshooting enterprise-scale, mission-critical applications in a technology environment.
- Proven customer-facing experience with a focus on resolving complex technical issues and driving successful outcomes.
- Hands-on expertise in cloud technologies, particularly Azure Infrastructure (IaaS), Kubernetes, Data & Analytics, and Platform Services (PaaS).
- Experience with on-call support, incident management, and service reliability in cloud environments.
- Customer-focused mindset with a passion for delivering good customer experiences.
- Growth mindset with the ability to quickly learn new technologies and adapt in a fast-paced environment.
- 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.
Customer Experience Engineering IC3 - The typical base pay range for this role across Ireland is € 63,400.00 - € 105,700.00 per year. Certain roles may be eligible for benefits and other compensation.
Find additional benefits and pay information here:
https://careers.microsoft.com/v2/global/en/corporate-pay/ireland-corporate-pay.html
Customer Experience Engineering IC4 - The typical base pay range for this role across Ireland is € 77,400.00 - € 130,000.00 per year. Certain roles may be eligible for benefits and other compensation.
Find additional benefits and pay information here:
https://careers.microsoft.com/v2/global/en/corporate-pay/ireland-corporate-pay.html
This position will be open for a minimum of 5 days, with applications accepted on an ongoing basis until the position is filled.
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. If you need assistance with religious accommodations and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations.