Overview
Engage directly with customers via phone, email, and web channels, providing clear, structured, and confident updates during high-severity incidents. * Act as a trusted technical advisor during complex, sensitive, and high-pressure situations. * Restore and maintain customer confidence through transparency, accountability, and structured problem-solving. 2. 3. Product Feedback & Continuous Improvement * Translate customer escalations and issue patterns into actionable insights for Engineering and Product teams. * Contribute to improvements in product reliability, diagnostics, documentation, and self-remediation guidance. * Participate in feature readiness reviews, validation testing, and design discussions to prevent future customer impact. * Influence product design and supportability by representing real customer experiences. 4. Operational Excellence & Proactive Practices * Apply stru
Full job description
Full Job Description
- Engage directly with customers via phone, email, and web channels, providing clear, structured, and confident updates during high-severity incidents. * Act as a trusted technical advisor during complex, sensitive, and high-pressure situations. * Restore and maintain customer confidence through transparency, accountability, and structured problem-solving. 2. 3. Product Feedback & Continuous Improvement * Translate customer escalations and issue patterns into actionable insights for Engineering and Product teams. * Contribute to improvements in product reliability, diagnostics, documentation, and self-remediation guidance. * Participate in feature readiness reviews, validation testing, and design discussions to prevent future customer impact. * Influence product design and supportability by representing real customer experiences. 4. Operational Excellence & Proactive Practices * Apply structured, repeatable approaches to escalation management to improve consistency and time-to-mitigation. * Identify recurring product or customer pain points and propose proactive improvements, automation strategies, and AI-assisted practices. * Leverage modern tooling, including AI-based investigation and summarization capabilities, to enhance service quality and operational efficiency. * Help scale best practices across teams to reduce recurrence and operational friction. 5. Collaboration & Team Enablement * Partner across Engineering, CSS, CSU, Account Teams, Product Management, and UX to ensure aligned customer outcomes. * Share knowledge, best practices, and lessons learned to elevate technical capability across the organization. * Communicate complex technical concepts effectively to customers, partners, and senior stakeholders. Required: Required/minimum 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. Additional or preferred qualifications - Bachelor's Degree in Engineering, Computer Science, Information Technology (IT), Data Analytics/Science, Artificial Intelligence (AI), or related field AND 5+ years experience in technology industry, cloud, technical support, and/or customer experience engineering OR equivalent experience. MSFTSecurity This position will be open for a minimum of 5 days, with applications accepted on an ongoing basis until the position is filled. *
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