# Senior Customer Experience Engineer

**Company**: Microsoft
**Location**: Hyderabad, India
**Experience**: senior
**Job type**: full-time
**Category**: Engineering
**Industry**: Technology
**Ticker**: MSFT
**Wikidata**: https://www.wikidata.org/wiki/Q2283

**Apply**: https://microsoft.ai/job/senior-customer-experience-engineer/?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_a8d5f6c8-a4e

## Description

We are seeking a Senior Customer Experience Engineer to join our Data Platform & Growth team in Hyderabad, India. As a Technical Customer Lead, you will deliver proactive and reactive technical support services to Microsoft's most strategic customers, drive deep engineering engagement, and build trusted relationships that accelerate the value of Microsoft 365 services.

You will lead critical and complex case handling, provide early awareness and service insights, and act as customer advocates by amplifying feedback to product engineering to influence product improvements. You will combine customer obsession and technical depth with operational excellence, owning engineering incident and change-management interactions, standardizing engagement processes, and delivering measurable customer impact on the overall platform operational experience.

**Responsibilities**

- Handle complex escalations on customer issues often with Customer and Engineering Executive level visibility.

- Act as a voice of customers (VOCs) to directionally inform relevant product groups on customers' product experience and usage.

- Identify and utilize engineering tools, customer telemetry, and/or direct customer input to flag patterns of defects/signals in the products or products misuse, or issues across assigned customer portfolio.

- Gather and synthesize feedback from assigned strategic customers to learn ways in which customers use the product and identify feature and knowledge gaps, misconfigurations, metrics, and key performance indicators (KPIs) in the current product.

- Proactively conduct health checks to ensure customer environment is optimized and configured for deployment, including all complex pending issues are resolved.

- Lead and contribute your ideas and innovation to help evolve our new Mission Critical for M365 offering and programs to advance our collective capabilities.

- Perform engineering on-call duties when scheduled – approx 2-3 two-week rotations per year.

**Qualifications**

- Bachelor’s Degree in Engineering, Computer Science, Information Technology (IT), Data Analytics/Science, Artificial Intelligence (AI), or related field AND 4+ years experience in technology industry, cloud, technical support, and/or customer experience engineering.

- Experience in a customer-facing role.

**Preferred Qualifications**

- Certification in Microsoft and/or competing Cloud Technologies strongly preferred.

- Certification in AI-related programs such as AB-900, AI-900 or similar.

- Understanding of and ability to migrate from various third-party platforms to Microsoft 365.

## Skills

### Required
- Cloud
- Technical Support
- Customer Experience Engineering
- Engineering
- Computer Science
- Information Technology
- Data Analytics/Science
- Artificial Intelligence

### Nice to have
- Microsoft Cloud Technologies
- AI-related programs
- Cloud Migration

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Source: [Apply at microsoft.ai](https://microsoft.ai/job/senior-customer-experience-engineer/?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)