The Senior Customer Experience Engineer will work with strategic customers to enhance their support experience with M365 products, including new offerings like Copilot. This role is part of the CE3 M365 Advanced Cloud Engineering Team, which focuses on delivering exceptional customer support and fostering strong relationships with key stakeholders. The engineer will act as a Subject Matter Expert in core workloads and will collaborate closely with engineering teams to drive product improvements. The position emphasizes a balance of technical expertise and customer engagement to ensure customer satisfaction and success.

• Bachelor's Degree in Engineering, Computer Science, Information Technology, Data Analytics/Science, Artificial Intelligence, or related field and 4+ years of experience in the technology industry, cloud, technical support, and/or customer experience engineering.
• Master's Degree in Engineering or related field and 6+ years of experience in the technology industry, cloud, technical support, and/or customer experience engineering, or equivalent experience.
• 2+ years of customer-facing experience.

• Be responsible for the customer’s support experience with M365 while working closely with engineering.
• Act as a Subject Matter Expert on at least one core workload such as SharePoint, Microsoft Copilot, Exchange, or Microsoft Teams.
• Support M365 customers through multiple modalities in a 24x7x365 global support delivery team.
• Seek solutions to customer needs and communicate trends to leadership by going technically deep across M365 services.
• Improve internal efficiency and customer happiness by optimizing existing processes and tools.
• Build close working relationships with other engineering teams related to assigned service areas to leverage in case of escalations.
• Lead and contribute ideas to various M365 Service Improvement Programs and initiatives.
• Drive Frontier programs internally to transform the way the ACE team works and delivers for customers.

• Employees at Microsoft are often offered comprehensive, “world-class” benefits—including health and mental-wellness programs, competitive pay with bonuses and stock awards, and retirement/savings options. Time-off and flexibility are common, with generous vacation and holidays, parental and caregiver leave, and flexible work schedules, alongside learning support, employee resource groups, product discounts, and matching-gifts/volunteering programs. Specific benefits can vary by region.