Senior Customer Engineer

Every minute of every day, customers stake their entire business and reputation on the Microsoft Cloud. The Azure Customer Experience Platform (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 a customer obsessed with 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.  Microsoft Azure provides customers with on-demand and infinitely scalable infrastructure and platform for customers to build, host, and scale service applications on the Internet through Microsoft’s global data centers. If you are interested in a start-up-like environment, enthusiastic about cloud computing technology and driving growth in one of Microsoft’s core businesses, then look no further than the Azure Customer Experience Team!  The Azure CXP (Customer Experience) team is the product and platform engineering, service delivery, onboarding, and customer success unit in Azure engineering, responsible for deploying and managing customers’ mission-critical workloads; providing complete customer care through in-product experiences and platforms and strategic customer support delivery; identifying product opportunities and gaps and then driving innovations and improvements into the product.  We are looking to hire a Senior Customer Engineer to join our team. This role is ideal for someone who has experience in deploying or supporting cloud services in their previous roles with a deep knowledge of the usage patterns for these services. Hands-on experience using LLM models to rapid prototype to solve customer and product problems at scale.  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. In alignment with our Microsoft values, we are committed to cultivating an inclusive work environment for all employees to positively impact our culture every day.

Responsibilities

• Engage with Azure developers and IT professionals in communities (e.g., Microsoft Q&A, Stack Overflow) to address technical questions, solve customer issues, and enhance Azure documentation.
• Design and implement AI-based solutions using LLMs (e.g., GPT-3, GPT-4) to improve Azure documentation, including prompt engineering for content accuracy.
• Use AI to analyze and refine Azure documentation, identifying outdated, unclear, or incomplete sections, and compare with competitor platforms to identify gaps.
• Review user feedback, support tickets, and FAQs to identify common documentation issues, diagnostics and telemetry needs by collaborating with SMEs to create high-quality, relevant content, tools and telemetry. Work with Azure engineering, product, and documentation teams to integrate AI-generated content, ensuring technical accuracy and alignment with standards.
• Maintain expertise in Azure Identity, Entra, Storage, Networking, and VMware, leveraging this knowledge to improve documentation quality and customer satisfaction.
• Develop tools to analyze community data, enhance internal processes, and advocate for customer needs by identifying improvement areas and driving actionable changes.
• Embody our Culture and Values.

Qualifications

Required/Minimum Qualifications:

•  Bachelor’s Degree AND 4+ years experience in engineering, product/technical program management, data analysis, or product development
  • OR equivalent experience.
• 2+ years experience managing cross-functional and/or cross-team projects.

Other Requirements:

 

• The 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.

 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 technolog
  • OR equivalent experience.
• 2+ years customer facing experience.
• 8+ years of software development expertise in C#, C++, or Java, with solid experience implementing and supporting Azure technologies.
• Skilled in AI-based solutions with Large Language Models (LLMs) like GPT-3 and GPT-4 to enhance Azure documentation.
• Proficient in creating and managing technical documentation across various Azure areas.
• Proven track record of working with enterprise customers on Azure-specific solutions, including troubleshooting, implementation, and feature adoption.
• Active contributor on platforms like Microsoft Q&A, Stack Overflow, GitHub, and Reddit, sharing expertise and supporting technical discussions.
• Passionate about creating blogs and/or videos to simplify and explain complex technical concepts to a broad audience.
• Experienced speaker at cloud conferences, effectively communicating insights on Azure and cloud technologies.
•  

Technical Program Management 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: https://careers.microsoft.com/us/en/us-corporate-pay

  

Microsoft will accept applications for the role until December 27, 2024. 

Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances.  We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request via the Accommodation request form.

 

Benefits/perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work.