Senior Customer Experience Engineer

This senior-level individual, along with the rest of the team, will engage directly with customers, support, and feature teams across these areas of responsibility: Work independently across multiple teams within the organization to coordinate the team's engagement in complex customer and support issues, driving improvements in product and process at a regional and global level. Partner with feature engineering teams to review architecture/design and provide feedback and guidance as it relates to customer experience, customer impact, and support delivery. Engage directly with strategic customers to help them solve technical problems or alert them to potential issues while helping them understand the capabilities of Windows 365 and Azure Virtual Desktop so they can operationalize the support of those services. Develop training and readiness materials around upcoming features and changes to support teams including delivering telemetry, troubleshooting guides, best practices insights, and diagnostics data in a secure way to help them handle customer support cases. Be the “bridge” between support teams and feature engineering teams. Help engineering teams learn about customer issues and incorporate feedback into the product planning process. Handle escalation support for all customer-reported incidents and work to reduce escalation workload for engineering feature teams. Bachelor's Degree in Engineering, Computer Science, Information Technology (IT), Data Analytics/Science, Artificial Intelligence (AI), or related field AND 4+ years experience in technology industry, cloud, technical support, and/or customer experience engineering. OR equivalent experience. Passion for working directly with customers and engaging at a variety of levels within their organization (IT administrators to IT leaders). 4+ years' experience working in customer-facing roles like product support, consulting, product management, etc. Demonstrated experience in client-side technical support roles with solid software, OS, hardware, and networking troubleshooting skills. 2+ years' experience installing, configuring, or supporting enterprise-scale Windows 365, Azure Virtual Desktop, or other desktop virtualization and Desktop-as-a-Service environments. 4+ years' experience leading supportability and troubleshooting the availability of applications, systems, networks, and servers in a cloud-based Infrastructure-as-a-Service environment. Production support experience with Windows 10, Windows 11, as well as iOS and Android operating systems. Experience supporting Mobile Device Management solutions with these platforms in production environments is highly desirable. Mandarin.