Senior Customer Experience Engineer

Our new Technical Customer Lead is a customer‑aligned engineering role responsible for delivering proactive and reactive technical support services to Microsoft’s most strategic customers, driving deep engineering engagement, and building trusted relationships that accelerate the value of Microsoft 365 services.

We have recently launched in market an exciting and new Mission Critical Service for M365 offering where your role would be leading 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.

The role combines customer obsession and technical depth with operational excellence—owning engineering incident and change‑management interactions, standardising engagement processes, delivering measurable customer impact on the overall platform operational experience. With a solid focus on Copilot success, M365 core services and evolving engineering‑driven support models,you would play a key role in shaping customer experience, strengthening supportability, contributing to our mission of proactive service excellence, and partnering with engineering teams to help guide M365 product direction and roadmap. This is an amazing opportunity early in our offering lifecycle to help us navigate evolving customer needs as they transform with AI and to help shape the future of a great M365 platform experience. If you have passion and energy for delivering amazing customer experiences combined with an engineering mindset, that has global impact, come join our team.

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

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

- Acts as a voice of customers (VOCs) to directionally inform relevant product groups on customers product experience and usage. Partners with Product Group and component teams to prioritize, unblock, and resolve complex customer issues.

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

- Gathers and synthesizes 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.