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The Service Engineer, Customer Response or Customer Response Engineer (CxRE) facilitates a critical customer-focused role within engineering for special clouds and offerings that provide customers with service and features beyond what is offered within the general commercial space. The CxRE is responsible for managing and leading escalations at all severities, including those raised by customers (CRI), service alerts (SRI) or escalations from within engineering teams (ERI).

Our primary responsibility is to mitigate customer impact by working closely with customer support, our SRE teams, component teams, and directly or indirectly with our customers. The CxRE is required to identify and obtain the right resources to resolve complex and high-impact customer or service problems, and to provide guidance and insights to improve the quality and reliability of our services.

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

• Analyze data, review existing processes and tools, provide operational insights into customer experience, service reliability and quality to Engineering and Product teams.

• Manage incident response and assist with root cause analysis investigations.

• Proactively identify and resolve people, process and technology issues to reduce incident mitigation time and to prevent incidents from happening.  

• Contribute to the development and support of new or existing tooling and predictive models to identify and test potential improvements in product development and operations, monitor the impact of changes on operations metrics (e.g., Time-to-X) within an organization. 

• Participate in on-call rotation

Qualifications

• Bachelor’s degree in computer science, engineering, or related field, or equivalent work experience.

• Experience developing or supporting engineering tools and automation.

• Experience leading and directing troubleshooting and debugging efforts with product development engineers

• Experience in engineering, support, or related roles.

• Experience with enterprise-level customers.

• Strong knowledge of managed services, including Exchange Online, Microsoft TEAMS, SharePoint, Etc.

• Proficient in troubleshooting and leveraging debugging tools.

• Excellent communication and collaboration skills, and ability to work effectively with customers, support teams, and engineering teams.

• Strong problem-solving and analytical skills, and ability to handle complex and ambiguous situations.

• Passionate about customer satisfaction and product quality.

Microsoft is an equal opportunity employer. Consistent with applicable law, 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 and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations (https://careers.microsoft.com/v2/global/en/accessibility.html) .