Microsoft Senior Customer Experience Engineer - Windows Cloud Team 

Taiwan, Taoyuan City 

791660725

Required Qualifications

• Bachelor's Degree in Engineering, Computer Science, Information technology (IT) or related field AND 4+ year(s) experience working in technology industry customer-facing roles such as product support, consulting, product management, etc
  
  • OR equivalent experience.

• 2+ years’ experience installing, configuring, or supporting enterprise-scale Windows 365, Azure Virtual Desktop, OR other enterprise-scale desktop virtualization and Desktop-as-a-Service environments.

Other Requirements

Candidates must be able to meet Microsoft, customer and/or government security screening requirements that are required for this role. These requirements include, but are not limited to the following specialized security screenings:

• This position will be required to pass the Microsoft Cloud Background Check upon hire/transfer and every two years thereafter.
• Citizenship & Citizenship Verification :This position requires verification of U.S. citizenship due to citizenship- based legal restrictions. Specifically, this position supports United states federal, state, and/or local government agency customers and is subject to certain citizenship-based restrictions where required or permitted by applicable law. To meet this legal requirement, and as a condition of employment, the successul candidate's citizenship will be verified with a valid-passport.

Preferred Qualifications

• Bachelor's Degree in Engineering, Computer Science, Information technology (IT) or related field AND 8+ year(s) experience working in technology industry customer-facing roles such as product support, consulting, product management, etc
  
  • OR Master's Degree in Engineering, Computer Science, Information technology (IT) or related field AND 6+ year(s) experience working in technology industry customer-facing roles such as product support, consulting, product management, etc.
  • OR equivalent experience.

• 6+ years' experience in client-side technical support roles with demonstrated software, Operating System (OS), hardware, and networking troubleshooting skills.
• 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.
• Broad technical awareness across the Microsoft 365 stack. Product knowledge of any of the following is helpful: Intune, Entra Identity/AAD, Windows client, Office 365, Microsoft 365, and related technologies.
• Demonstrated customer obsession and experience working directly with customers and engaging at a variety of levels within their organization (IT administrators to IT leaders).

• Work independently across multiple teams within the organization to coordinate the team’s engagement in complex external 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.
• This position requires the individual to be available for on-call duties on some weekends,approximately once every quarter.The on-call responsibilities include addressing urgent issues and ensuring continuous operational support during these period
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