Customer Experience Engineer

Technical Oriented Utilizes engineering tools, customer telemetry and direct input. Flags the patterns of defects/signals in the products or issues across customers. Inform customers and partners about the complex thematic active issues, progress made on them and discuss next steps. Synthesize feedback from customers and partners to learn about the product usage and identify and resolve feature and knowledge gaps and key performance indicators (KPIs) in the current product. Leads team in sharing insights and best practices with customers and partners on these service improvements. Recommend changes to content improvement or troubleshooting guides and develops metrics to evaluate the changes. Customer Solution Lifecycle Management Utilizes cross systems to conduct health checks to ensure the customer environment (e.g., product, service, feature) is optimized and configured for deployment. Provides guidance to customers on understanding and implementing new versions. Serves as a connecting point between the engineering team and customers throughout the solution's lifecycle. Utilizes any resources to respond and resolve the immediate issues throughout the solution lifecycle. Handles complex escalations on customer issues from the support or field teams. Conducts impact analysis to determine the priority of the escalations. Conducts deep root cause analysis of the issues and converts them into improvement opportunities. Serves as an escalation resource in areas of subject matter expertise. Represents the team on highly complex issues and answers a large variety of technical questions and concerns. Acts as a voice of customers and leverages customers' feedback to provide input on business plans developed by the relevant product and business groups. Identifies customer usage patterns and driving resolutions on reoccurring customer issues with engineering and product and business groups. Close the loop of feedback with the customers on product features. Partners with other teams (e.g., program managers, software engineers, product, customer service support [CSS] teams) prioritize and drive resolutions of complex, high-impact customer issues and integration of customer features into the products. Leads discussions with stakeholders on customer progression and provide expertise on resolutions plans for common types of customer issues. Proactively communicates the translation of signals into actionable insights/trends to product teams to improve service reliability. Leads coordination with stakeholders (e.g., engineering/product teams) to develop mechanisms that improve customer health engagement and reduce the turnover time. 7+ years of demonstrated IT experience supporting and troubleshooting enterprise applications and resolving complex technical issues.Experience working in a customer/client-facing technical role, preferably supporting cloud-based technologies. Hands-on experience with Monitoring & Observability, application/resource troubleshooting, and analyzing telemetry and alerts.Experience with Azure and familiarity with Kusto Query Language (KQL) is preferred. Exposure to AI/AI-powered troubleshooting and automation is a plus.Experience in computing, networking, or distributed systems is preferred. Strong customer focus with the ability to understand customer needs and drive issues toward resolution. Ability to explain technical concepts clearly to both technical and non-technical audiences.Strong troubleshooting, analytical, and problem-solving skills. Ability to collaborate effectively across engineering, product, and support teams.Demonstrated ownership, accountability, and willingness to learn. On-Call & Operational Readiness: Willingness to participate in a 24x7 on-call rotation to support critical customer and service incidents. Growth Mindset: Passion for learning new technologies and applying them to solve customer problems.Comfortable working in a fast-paced environment with evolving technologies and priorities.Interest in AI, automation, Monitoring & Observability, and cloud operations. Hands-on experience with automation, scripting, or developing tools to improve operational efficiency and reduce repetitive manual tasks. This position will be open for a minimum of 5 days, with applications accepted on an ongoing basis until the position is filled. *