Customer Experience Engineer

Technical Oriented Utilizes engineering tools, customer telemetry and direct input. Flags the patterns of defects/signals in the products or issues across customers. Inform customers and partners about the complex thematic active issues, progress made on them and discuss next steps. Synthesize feedback from customers and partners to learn about the product usage and identify and resolve feature and knowledge gaps and key performance indicators (KPIs) in the current product. Leads team in sharing insights and work practices with customers and partners on these service improvements. Recommend changes to content improvement or troubleshooting guides and develops metrics to evaluate the changes. Customer Solution Lifecycle Management Utilizes cross systems to conduct health checks to ensure the customer environment (e.g., product, service, feature) is optimized and configured for deployment. Provides guidance to customers on understanding and implementing new versions. Serves as a connecting point between the engineering team and customers throughout the solution's lifecycle. Utilizes any resources to respond and resolve the immediate issues throughout the solution lifecycle. Handles complex escalations on customer issues from the support or field teams. Conducts impact analysis to determine the priority of the escalations. Conducts deep root cause analysis of the issues and converts them into improvement opportunities. Serves as an escalation resource in areas of subject matter expertise. Represents the team on highly complex issues and answers a large variety of technical questions and concerns. Acts as a voice of customers and leverages customers' feedback to provide input on business plans developed by the relevant product and business groups. Identifies customer usage patterns and driving resolutions on reoccurring customer issues with engineering and product and business groups. Close the loop of feedback with the customers on product features. Partners with other teams (e.g., program managers, software engineers, product, customer service support [CSS] teams) prioritize and drive resolutions of complex, high-impact customer issues and integration of customer features into the products. Leads discussions with stakeholders on customer progression and provide expertise on resolutions plans for common types of customer issues. Proactively communicates the translation of signals into actionable insights/trends to product teams to improve service reliability. Leads coordination with stakeholders (e.g., engineering/product teams) to develop mechanisms that improve customer health engagement and reduce the turnover time. 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. 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. 4 years of demonstrated IT experience supporting and troubleshooting enterprise level, mission-critical applications resolving complex issues/situations and driving technical resolution across cross-functional organizations. 4+ years' experience in an external customer / client facing role. 2+ years of experience working on cloud computing technologies. Core IaaS: Compute, Storage, Networking, High Availability, Azure Kubernetes Service Data Platform and Bigdata: SQL Server, Azure SQL DB, HDInsight/Hadoop, Machine Learning, Azure Stream Analytics, Azure Data Factory / Data Bricks, Cosmos DB Azure PaaS Services: Redis Cache, Service Bus, Event Hub, Cloud Service, IoT suite, Mobile Apps, etc. Communication skills: ability to empathize with customers and convey confidence. Able to explain highly technical issues to varied audiences. Able to prioritize and advocate customer's needs to the proper channels. Take ownership and work towards a resolution. Customer Obsession: Passion for customers and focus on delivering the right customer experience. Growth Mindset: Openness and ability to learn new skills and technologies in a fast-paced environment. Development & Automation Skills: Experience developing production-grade solutions using one or more programming languages such as C#, Python, Java, JavaScript, or Go. Ability to build automation, tooling, APIs, and telemetry-driven solutions that improve operational efficiency and customer outcomes. Solution Engineering & Cloud Architecture: Experience designing, deploying, and troubleshooting cloud-native solutions with knowledge of distributed systems, observability, CI/CD, Infrastructure as Code, and end-to-end customer solution lifecycle management. Ability to engage in development scenarios, and partner directly with engineering teams to drive product and service improvements. Customer Experience Engineering IC3 - The typical base pay range for this role across United Kingdom is £ 58,200.00 - £ 97,600.00 per year. Certain roles may be eligible for benefits and other compensation.