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Customer Experience Engineer

Microsoft· Customer Experience Engineering
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Hyderabad, Telangana, India, Noida, Uttar Pradesh, Indiafull-timePosted 1mo ago

About the role

Advanced Cloud Engineer 2 – Customer Focused role within Azure EngOps, accountable for the customer’s Azure support experience, driving resolution of complex problems, and acting as the voice of the customer to escalate issues and drive improvement. Partnership with field teams and Azure engineering to deliver a world-class, engineering-led support experience and turn Azure customers into fans.

Responsibilities

  • Utilizes engineering tools, customer telemetry and direct input. Flags defects/signals in products or issues across customers. Inform customers and partners about active issues, progress, and next steps.
  • Synthesizes feedback from customers to learn product usage, identify feature/knowledge gaps and KPIs. Leads team in sharing insights and best practices with customers and partners on service improvements.
  • Recommend changes to content improvement or troubleshooting guides and develops metrics to evaluate the changes.
  • Utilizes cross systems to conduct health checks to ensure customer environments are optimized for deployment. Provides guidance on understanding and implementing new versions.
  • Serves as a connecting point between engineering and customers throughout the solution lifecycle. Responds and resolves immediate issues during the lifecycle.
  • Proactively guides customers on designing configurations and deploying solutions on Microsoft platforms.
  • Handles complex escalations, conducts impact analysis to determine priority, and performs deep root cause analysis to drive improvements.
  • Acts as an escalation resource for subject matter areas and represents the team on highly complex issues.

Qualifications

  • 7+ years of IT experience supporting and troubleshooting enterprise applications and resolving complex technical issues.
  • Experience in a customer-facing technical role, preferably cloud-based technologies.
  • Hands-on experience with Monitoring & Observability, troubleshooting, and telemetry/alert analysis.
  • Experience with Azure and familiarity with Kusto Query Language (KQL) is preferred.
  • Exposure to AI/AI-powered troubleshooting and automation is a plus.
  • Experience in computing, networking, or distributed systems is preferred.
  • Strong customer focus and ability to explain technical concepts to technical and non-technical audiences.
  • Excellent troubleshooting, analytical, and problem-solving skills.
  • Ability to collaborate across engineering, product, and support teams.
  • Demonstrated ownership and willingness to learn.
  • Willingness to participate in a 24x7 on-call rotation.

Skills

Required:Monitoring & ObservabilityCommunicationCustomer/Stakeholder Management
Nice to have:AzureKusto Query Language (KQL)Automation/Scripting

Benefits

  • Microsoft Cloud Background Check upon hire/transfer and every two years thereafter
Last updated Aug 27, 2026. Interested? Apply on the company site.

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