Senior Customer Experience Engineer - Windows Cloud Experience Team
Job Summary
Job Description
The Senior Customer Experience Engineer will be part of the Windows Cloud Experience (WCX) Engineering Support team, focusing on improving Windows 365 and Azure Virtual Desktop. Responsibilities include working with customers and support partners to deliver top-notch experiences, partnering with engineering teams to improve product design based on customer feedback, developing training materials, handling escalations, and providing on-call support approximately once per quarter. The role requires deep technical expertise in Windows 365, Azure Virtual Desktop, and related technologies, as well as strong customer-facing skills and experience in enterprise-scale desktop virtualization.
Must have:
- Bachelor's degree in related field and 4+ years customer-facing experience
- 2+ years experience supporting Windows 365/Azure Virtual Desktop
- Strong troubleshooting skills
- Excellent communication and collaboration skills
Good to have:
- Master's degree and 6+ years experience
- Experience with Intune, Entra Identity/AAD
- Experience supporting MDM solutions
- Broad knowledge of Microsoft 365 stack
3 skills required
Job Details
Overview
The Windows Cloud Experience (WCX) Engineering Support-as-a-Feature Team engages with our customers and our support partners to ensure that we deliver top-notch customer experiences, and that supportability is an integral part of the product engineering lifecycle.
We are a team focused on learning from deep technical engagement with external customers and support engineers to improve Windows 365 and Azure Virtual Desktop; thus, accelerating adoption of Windows in the cloud! Our business is complex and requires a high degree of operational and execution excellence.
We're seeking a Senior Customer Experience Engineer who is customer-obsessed and can become a deep technical subject matter expert to develop, improve, and operate processes on a global scale. In this role, you will be part of the larger Customer Experience Engineering (CXE) org that engages across support, community, and partner aspects of customers’ journey with our products.
This position requires the individual to be available for on-call duties on some weekends, approximately once every quarter. The on-call responsibilities include addressing urgent issues and ensuring continuous operational support during these periods.
This role is remote eligible within the US and requires the ability to work effectively across various time zones, particularly core business hours within US Pacific Time.
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.
Qualifications
Required Qualifications
- Bachelor's Degree in Engineering, Computer Science, Information technology (IT) or related field AND 4+ year(s) experience working in technology industry customer-facing roles such as product support, consulting, product management, etc
- OR equivalent experience.
- 2+ years’ experience installing, configuring, or supporting enterprise-scale Windows 365, Azure Virtual Desktop, OR other enterprise-scale desktop virtualization and Desktop-as-a-Service environments.
Other Requirements
Candidates must be able to meet Microsoft, customer and/or government security screening requirements that 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.
- Citizenship & Citizenship Verification: This position requires verification of U.S. citizenship due to citizenship- based legal restrictions. Specifically, this position supports United states federal, state, and/or local government agency customers and is subject to certain citizenship-based restrictions where required or permitted by applicable law. To meet this legal requirement, and as a condition of employment, the successul candidate's citizenship will be verified with a valid-passport.
Preferred Qualifications
- Bachelor's Degree in Engineering, Computer Science, Information technology (IT) or related field AND 8+ year(s) experience working in technology industry customer-facing roles such as product support, consulting, product management, etc
- OR Master's Degree in Engineering, Computer Science, Information technology (IT) or related field AND 6+ year(s) experience working in technology industry customer-facing roles such as product support, consulting, product management, etc.
- OR equivalent experience.
- 6+ years' experience in client-side technical support roles with demonstrated software, Operating System (OS), hardware, and networking troubleshooting skills.
- Production support experience with Windows 10, Windows 11, as well as iOS and Android operating systems. Experience supporting Mobile Device Management solutions with these platforms in production environments is highly desirable.
- Broad technical awareness across the Microsoft 365 stack. Product knowledge of any of the following is helpful: Intune, Entra Identity/AAD, Windows client, Office 365, Microsoft 365, and related technologies.
- Demonstrated customer obsession and experience working directly with customers and engaging at a variety of levels within their organization (IT administrators to IT leaders).
Customer Experience Engineering IC4 - The typical base pay range for this role across the U.S. is USD $117,200 - $229,200 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 $153,600 - $250,200 per year.
Certain roles may be eligible for benefits and other compensation. Find additional benefits and pay information here:
Microsoft will accept applications for the role until April 30, 2025.
#W+Djobs
Responsibilities
- Work independently across multiple teams within the organization to coordinate the team’s engagement in complex external customer and support issues, driving improvements in product and process at a regional and global level.
- Partner with feature engineering teams to review architecture/design and provide feedback and guidance as it relates to customer experience, customer impact, and support delivery.
- Engage directly with strategic customers to help them solve technical problems or alert them to potential issues while helping them understand the capabilities of Windows 365 and Azure Virtual Desktop so they can operationalize the support of those services.
- Develop training and readiness materials around upcoming features and changes to support teams including delivering telemetry, troubleshooting guides, best practices insights, and diagnostics data in a secure way to help them handle customer support cases.
- Be the “bridge” between support teams and feature engineering teams. Help engineering teams learn about customer issues and incorporate feedback into the product planning process. Handle escalation support for all customer-reported incidents and work to reduce escalation workload for engineering feature teams.
- This position requires the individual to be available for on-call duties on some weekends, approximately once every quarter. The on-call responsibilities include addressing urgent issues and ensuring continuous operational support during these period
- Embody our and
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