Customer Experience Engineer II

The world of business is undergoing a significant change with the next digital revolution, the move to the cloud and adoption of AI. M365 is at the forefront of this revolution with an ever-expanding array of services and offerings such as Microsoft Teams, Copilot and more. We are looking for passionate candidates with experience deploying M365 Services for large organizations to help us redefine the customer support experience. The CE3 M365 Advanced Cloud Engineering Team (ACE) team is the leading Engineering touch point with our Strategic Customers for the M365 Platform. We are a diverse global team of highly motivated, talented and customer obsessed Service engineers who love the balance of engineering and customer disciplines. We are constantly pushing ourselves to learn about the latest in collaborative technologies while solving deep engineering challenges on global complex systems where SaaS platforms are deployed in complex customer environments. Working together as a team to innovate on the customer experience is something that we are collectively passionate about. As an ACE you will be responsible for working with strategic customers to ensure they realize value and succeed with all M365 products, including adoption of new ones such as Copilot. You will be developing a lasting and trusted relationship with key platform stakeholders, understanding their technology setup, their business needs and their plans for adoption and use of the M365 platform. You will redefine the support experience by working with our support partners to ensure your customer gets an amazing engineering support experience first time, every time. The ACE will be accountable to show the value of the Mission Critical Service offer to facilitate successful renewal of their purchased services. You will also be the voice of the customer and have a strong connection with M365 service teams, to identify recurring issues and feature requests to drive product improvements. You will work with M365 Product Management & software engineering teams to provide direct and specific feedback from your customer on defects, issues and requested design changes and you will work with customer account teams to drive customer satisfaction. This position is based at the Atlanta campus with 3 days per week work in the office and 2 days per week work from home. Relocation assistance is available.