Customer Experience Engineer

Job Description

Every minute of every day, customers stake their entire business and reputation on the Microsoft Cloud. The Azure Customer Experience (CXP) 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? Are you interested in a start-up like environment, passionate about building automations, observability, proactive & SLO monitoring experiences?

Our organization is looking for you, a customer obsessed Customer Experience Engineer with extensive experience in implementing Service Level Objectives (SLOs) monitoring solutions to top Azure customers. As a key member of our Observability team, you will play a critical role in ensuring the reliability, availability, and performance of customer applications hosted in Microsoft Azure. You will be responsible for designing, implementing, and maintaining robust SLO monitoring systems to track and meet the service level objectives defined in our offerings, customer engagement agreements. This position is critical to the success of our team’s charter and embodies our inclusive culture, growth & learning mindsets, and unwavering dedication to diversity.

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.

?Customer obsession?, ?measure what matters?, ?no dead-ends?, ?get it done?, ?collaboration? ?teamwork? , ?whatever it takes? are few characteristics we look for in this role. We are growing fast but remain agile.

Responsibilities

Responsibilities include:
? Collaborate with customers to jointly define and establish SLOs and Service level indicators(SLIs) that align with their business goals and expectations.
? Instrument code to measure SLOs , develop solutions to detect SLO breaches
? Develop automated solutions and troubleshooting guides to remediate or mitigate SLO breaches.
? Collaborate closely with service engineering teams to develop solutions for corelating customer-defined SLOs with relevant platform SLOs, signals to effectively pinpoint, address, and resolve customer-impacting issues.
? Ensure customer-centric SLOs are consistently exceeded through cross-functional collaboration.
? Analyze SLO data for trends, improvements, and reliability risks, proposing remediation plans.
? Proactively engage customers on SLO performance, addressing concerns and offering insights.
? Lead optimization efforts for system performance, scalability, and efficiency to exceed SLOs.
? Develop and maintain documentation related to customer-specific SLOs, SLIs, and monitoring processes.

Qualifications

Required/Minimum Qualifications:
? Bachelor’s Degree in Engineering, Computer Science, or related field AND 4+ years experience with designing, implementing, debugging and launching commercial software products or web services.
? OR equivalent experience.
? 3+ years of Site Reliability Engineering(SRE)/Customer Reliability Engineering(CRE) domain experience in cloud – Azure (or AWS/GCP)
? Expertise in implementing and managing Service Level Objectives (SLOs) and Service Level Indicators (SLIs) for cloud customers.
? 2+ years of experience in a external 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.

Additional Or Preferred Qualifications
? Bachelor’s Degree in Engineering, Computer Science, or related field AND 8+ years software industry experience related to technology
? OR Master’s Degree in Engineering, or related field AND 6+ years software industry experience related to technology
? OR equivalent experience.
? 2+ years customer facing experience.

Customer Experience Engineering IC4 – The typical base pay range for this role across the U.S. is USD $112,000 – $218,400 per year. There is a different range applicable to specific work locations, within the San Francisco Bay area and New York City metropolitan area, and the base pay range for this role in those locations is USD $145,800 – $238,600 per year.

Certain roles may be eligible for benefits and other compensation. Find additional benefits and pay information here: https://careers.microsoft.com/us/en/us-corporate-pay

Microsoft is an equal opportunity employer. Consistent with applicable law, 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 and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations

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