Customer Experience Engineer

About the role

Join Engineering Operations (EngOps) – the organization driving operational excellence across the Microsoft Cloud to strengthen quality, reliability, security, and customer trust. As part of EngOps, you’ll design solutions that prevent issues before they happen, embed AI-powered automation, and turn signals into actions that deliver measurable customer impact. Our culture of empowerment, inclusion, and growth mindset defines how we work.

Every minute of every day, customers stake their entire business and reputation on Microsoft Cloud. The Azure Engineering Operations (EngOps) team believes that when we meet our high standards for quality and reliability, our customers win. If we falter, our customers fail their end-customers. Our vision is to turn Microsoft Cloud customers into fans. We are customer-obsessed problem-solvers, orchestrating deep engagements in areas like incident management, support, and enablement. We analyze and amplify customer voices, bringing the customer connection to the Quality vision for Azure. We innovate ways to scale what we learn across our customer base.

Diversity and inclusion are central to who we are, how we work, and what we enable our customers to achieve. We empower our team to show up authentically, work in ways that are best for them, and achieve their career goals.

As a key member of our Observability team, you will play a critical role in ensuring the reliability, availability, and performance of customer applications hosted in Microsoft Azure. You will design, implement, and maintain robust SLO monitoring systems to track and meet the service level objectives defined in our offerings and customer engagement agreements. This role embodies our inclusive culture, growth & learning mindsets, and unwavering dedication to diversity.

Responsibilities

• Collaborate with customers to jointly define and establish SLOs and SLIs that align with their business goals and expectations.
• Instrument code to measure SLOs, develop solutions to detect SLO breaches.
• Develop automated solutions and troubleshooting guides to remediate or mitigate SLO breaches.
• Collaborate closely with service engineering teams to develop solutions for correlating customer-defined SLOs with relevant platform SLOs and signals to effectively pinpoint, address, and resolve customer-impacting issues.
• Ensure customer-centric SLOs are consistently exceeded through cross-functional collaboration.
• Analyze SLO data for trends, improvements, and reliability risks, proposing remediation plans.
• Proactively engage customers on SLO performance, addressing concerns and offering insights.
• Lead optimization efforts for system performance, scalability, and efficiency to exceed SLOs.
• Develop and maintain documentation related to customer-specific SLOs, SLIs, and monitoring processes.

Requirements

• Bachelor's Degree in 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.
• Ability to meet Microsoft, customer and/or government security screening requirements, including the Microsoft Cloud Background Check upon hire/transfer and every two years thereafter.

Qualifications

• At least 4+ years of experience with designing, implementing, debugging, and launching commercial software products or web services.
• Expertise in designing and implementing monitoring design and architectures for end customers in Azure (or AWS/GCP).
• 3+ years of experience in designing Observability and monitoring solutions in Azure (or AWS/GCP); SLO/SLI implementation is a plus.
• 3+ years of experience in an external client-facing role or customer handling.
• Proven expertise in implementing and managing Service Level Objectives (SLOs) and Service Level Indicators (SLIs) for cloud customers.
• Proven experience in designing and implementing monitoring solutions for customers.
• Extensive experience with monitoring tools and platforms such as OpenTelemetry, Prometheus, Grafana, Dynatrace, Datadog, Azure Monitor.
• Advanced certifications in SRE or related fields.
• Experience in observability, SRE, AI, and machine learning.
• 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.
• Excellent Communication: Ability to empathize with customers, convey confidence, explain highly technical issues to varied audiences, prioritize and advocate customer needs, and take ownership toward resolution.

Pay

The typical base pay range for this role across the U.S. is USD $102,100 - $202,200 per year. For specific work locations within the San Francisco Bay area and New York City metropolitan area, the base pay range is USD $133,800 - $219,200 per year. Certain roles may be eligible for benefits and other compensation.