Customer Experience Engineer

Requirements

• Bachelor's Degree in Engineering, Computer Science, Information Technology (IT), Data Analytics/Science, Artificial Intelligence (AI), or related field AND sufficient years of experience in technology industry, cloud, technical support, and/or customer experience engineering OR equivalent experience.

Nice to Haves

• Proven years of customer facing experience.
• Demonstrated experience supporting and troubleshooting enterprise-scale, mission-critical applications in a technology environment.
• Proven customer-facing experience with a focus on resolving complex technical issues and driving successful outcomes.
• Hands-on expertise in cloud technologies, particularly Azure Infrastructure (IaaS), Kubernetes, Data & Analytics, and Platform Services (PaaS).
• Experience with on-call support, incident management, and service reliability in cloud environments.
• Customer-focused mindset with a passion for delivering good customer experiences.
• Growth mindset with the ability to quickly learn new technologies and adapt in a fast-paced environment.
• 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.

What You'll Be Doing

• Conduct health checks to ensure customer environments are optimized and configured for deployment, and provide guidance on understanding and implementing new software updates and releases.
• Serve as a connecting point and escalate specific customer issues to the appropriate teams, handling escalations from support or field teams and conducting root-cause analysis to ensure resolution.
• Collaborate with product and business groups to understand customer product experiences and identify gaps, acting as the voice of the customer to inform future improvements.
• Partner with internal teams such as program managers, software engineers, and customer service support to review, unblock, and resolve incidents and deliver solutions back to customers.
• Gather feedback from customers and partners to identify feature and knowledge gaps, share best practices, and implement new features or tools to improve the Microsoft Azure experience.

Perks and Benefits

Customer Experience Engineering IC3 - The typical base pay range for this role across Ireland is €63,400.00 - €105,700.00 per year. Certain roles may be eligible for benefits and other compensation.

Customer Experience Engineering IC4 - The typical base pay range for this role across Ireland is €77,400.00 - €130,000.00 per year. Certain roles may be eligible for benefits and other compensation.

This position will be open for a minimum of 5 days, with applications accepted on an ongoing basis until the position is filled.