Customer Experience Engineer II, M365

Overview

The world of business is undergoing a significant change with the next digital revolution, the move to the cloud and adoption of AI. M365 is at the forefront of this revolution with an ever-expanding array of services and offerings such as Microsoft Teams, Copilot and more.

We are looking for a Customer Experience Engineer II with experience deploying M365 Services for large organizations to help us redefine the customer support experience.

The CE3 M365 Advanced Cloud Engineering Team (ACE) team is the leading Engineering touch point with our Strategic Customers for the M365 Platform. We are a diverse global team of highly motivated, talented and customer obsessed Service engineers who love the balance of engineering and customer disciplines. We are constantly pushing ourselves to learn about the latest in collaborative technologies while solving deep engineering challenges on global complex systems where SaaS platforms are deployed in complex customer environments.  Working

together as a team to innovate on the customer experience is something that we are collectively passionate about.

As an ACE you will be responsible for working with strategic customers to ensure they realize value and succeed with all M365 products, including adoption of new ones such as Copilot. You will be developing a lasting and trusted relationship with key platform stakeholders, understanding their technology setup, their business needs and their plans for adoption and use of the M365 platform. You will redefine the support experience by working with our support partners to ensure your customer gets an amazing engineering support experience first time, every time. The

ACE will be accountable to show the value of the Mission Critical Service offer to facilitate successful renewal of their purchased services.

You will also be the voice of the customer and have a strong connection with M365 service teams, to identify recurring issues and feature requests to drive product improvements. You will work with M365 Product Management & software engineering teams to provide direct and specific feedback from your customer on defects, issues and requested design changes and you will work with customer account teams to drive customer satisfaction.

This position is based at the Redmond campus with 3 days per week work in the office and 2 days per week work from home. Relocation assistance is available.

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

* Be responsible for the customer's support experience with M365 working closely with engineering

* Act as a Subject Matter Expert on at least one core workload (SharePoint, Microsoft Copilot, Exchange(Preferred), Microsoft Teams,) to assist a broad set of customers.

* SupportM
365 customers via a multiple of modalities in a 24x7x365 global support delivery team.

* Ability to go technically deep across M365 services and actively seek solutions to customer needs and communicate trends to leadership.

* Improve internal efficiency and customer happiness by finding opportunities to optimize existing processes and tools.

* Build a close working relationship with other engineering teams related to assigned service areas (ie, Messaging, Collaboration, Platform Admin), to leverage in case of escalations, as well as to drive product improvements.

* Lead and contribute your ideas and innovation to various M365 Service Improvement Programs and initiatives to advance our collective capabilities

Qualifications

Required Qualifications:

* Bachelor's Degree Engineering, Computer Science, Information Technology (IT), Data Analytics/Science, Artificial Intelligence (AI), or related field AND 2+ years experience in technology industry, cloud, technical support, and/or customer experience engineering

* OR equivalent experience.

Other Requirements:

Ability to meet…