Handles complex escalations on customer issues often with Customer and Engineering Executive level visibility. Acts as a voice of customers (VOCs) to directionally inform relevant product groups on customers product experience and usage. Partners with Product Group and component teams to prioritize, unblock, and resolve complex customer issues. Identifies and utilizes engineering tools, customer telemetry and/or direct customer input to flag the patterns of defects/signals in the products or products misuse, or issues across assigned customer portfolio. Gathers and synthesizes feedback from assigned strategic customers to learn ways in which customers use the product and identify feature and knowledge gaps misconfigurations, metrics, and key performance indicators (KPIs) in the current product. Proactively conducts health checks to ensure customer environment is optimized and configured for deployment, including all complex pending issues are resolved. Lead and contribute your ideas and innovation to help evolve our new Mission Critical for M365 offering and programs to advance our collective capabilities. Perform engineering on-call duties when scheduled - approx 2-3 two-week rotations per year. Bachelor's Degree in Engineering, Computer Science, Information Technology (IT), Data Analytics/Science, Artificial Intelligence (AI), or related field AND demonstrated years experience in technology industry, cloud, technical support, and/or customer experience engineering OR equivalent experience. Experience in a customer facing role. These requirements include but are not limited to the following specialized security screenings: Bachelor's Degree in Engineering, Computer Science, Information Technology (IT), Data Analytics/Science, Artificial Intelligence (AI), or related field AND demonstrated experience in the technology industry, cloud, technical support, and/or customer experience engineering Customer facing experience. Proven history of customer-obsession, including blog posts, how-to videos, MVP Certification in AI related programs such as AB-900, AI-900 or similar
