Customer Experience Engineer M365

The world of business is undergoing asignificant changewith the nextdigital revolution the move to the cloudand adoption of AI. M365 is at the forefront of this revolution with an ever-expanding array of services and offeringssuch as Microsoft Teams Copilot and more.

We are looking for passionate candidates with experience deploying M365 Services for large organizations to help us redefine the customer support experience.

The Team

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

The Role

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 solid 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. Due to the impact and success of the initial phase of this program we are scaling the service to onboard our next wave of customers and are building out a complete team looking for customer obsessed Senior and Engineering Level II profiles.

If you are passionate about Cloud Services a quick learner andpassionateabout helping customers we want you!

Microsofts 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.

• Be responsible for the customers 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.
• SupportM365 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

Required Qualifications:

• Bachelors Degree in Engineering Computer Science Information Technology (IT) Data Analytics/Science Artificial Intelligence (AI) or related field AND 4 years experience in technology industry cloud technical support and/or customer experience engineering
• OR equivalent experience.

Other Requirements:
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:

• Bachelors Degree in Engineering Computer Science or related field AND 8 years software industry experience related to technology.
  • OR Masters Degree in Engineering or related field AND 6 years software industry experience related to technology.
  • OR equivalent experience.
• Minimum of 2 years experience in a customer-facing role inclusive of interactions with internal stakeholders within an IT department.
• Extensive experience working with customers on M365 application development and deployment.
• Experience analyzing troubleshooting and providing solutions for technical issues.
• Effective customer-facing and presentation skills.
• Deep technical experience with 1 or more M365 products.
• Solid problem-solving and technical leadership skills.
• Works well in a global team environment.
• Experience leading projects across multiple engineering organizations.
• The ability to take complex topics and make them easy to digest for a wide range of audiences from Tech Support to CIOs.
• 2 years customer facing experience.
• Proven history of customer-obsession including blog posts how-to videos etc.
• Experience analyzing troubleshooting and providing solutions for technical issues.
• Certification in Microsoft and/or competing Cloud Technologies strongly preferred.
• Can include MSCE in Cloud Platform and Infrastructure Core Infrastructure Mobility or Productivity.
• Understanding of and ability to migrate from various third-party platforms to Microsoft 365.

#DPG #DPGHiring

Customer Experience Engineering IC4 - The typical base pay range for this role across Canada is CAD $114400 - CAD $203900 per year.

Find additional pay information here:
Experience Engineering IC4 - Léchelle salariale de base typique pour ce rôle dans lensemble du Canada est de 114400 $ CAD à 203900 $ CAD par année.

Pour plus dinformation au sujet de la rémunération veuillez cliquer ici:
poste sera ouvert pendant au moins cinq jours et les candidatures seront acceptées de façon continue jusquà ce que le poste soit pourvu.

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

Microsoft est un employeur offrant légalité daccès à lemploi. Tous les candidats qualifiés seront pris en considération pour lemploi sans égard à lâge à lascendance à la citoyenneté à la couleur aux congés médicaux ou familiaux à lidentité ou à lexpression de genre aux renseignements génétiques à létat dimmigration à létat matrimonial à létat de santé à lorigine nationale à un éventuel handicap physique ou mental à laffiliation politique au statut de vétéran protégé ou au statut militaire à la race à lethnie à la religion au sexe (y compris la grossesse) à lorientation sexuelle ou à toute autre caractéristique protégée par les lois ordonnances et règlements locaux applicables. Si vous avez besoin daide avec des accommodements religieux et/ou dun accommodement raisonnable en raison dun handicap pendant le processus de candidature apprenez-en plus sur la demande daccommodement.

Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age ancestry citizenship color family or medical care leave gender identity or expression genetic information immigration status marital status medical condition national origin physical or mental disability political affiliation protected veteran or military status race ethnicity religion sex (including pregnancy) sexual orientation or any other characteristic protected by applicable local laws regulations and ordinances. If you need assistance with religious accommodations and/or a reasonable accommodation due to a disability during the application process read more about requesting accommodations.

Required Experience:

IC