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Microsoft Corporation Logo Microsoft Corporation · IT - Software Development

Senior Customer Experience Engineer

Ireland, Dublin Employment contract 77400.00 - 130000.00 EUR / Year · Job Posted June 15, 2026
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Job Description

The Technical Customer Lead is a customer-aligned engineering role responsible for delivering proactive and reactive technical support services to Microsoft's most strategic customers, driving deep engineering engagement, and building trusted relationships that accelerate the value of Microsoft 365 services. We have recently launched in market an exciting and new Mission Critical Service for M365 offering where your role would be leading critical and complex case handling, provide early awareness and service insights, and act as customer advocates by amplifying feedback to product engineering to influence product improvements. The role combines customer obsession and technical depth with operational excellence—owning engineering incident and change-management interactions, standardising engagement processes, delivering measurable customer impact on the overall platform operational experience. With a solid focus on Copilot success, M365 core services and evolving engineering-driven support models, you would play a key role in shaping customer experience, strengthening supportability, contributing to our mission of proactive service excellence, and partnering with engineering teams to help guide M365 product direction and roadmap.

Job Responsibility

  • Handles complex escalations on customer issues often with Customer and Engineering Executive level visibility
  • Acts as a voice of customers (VOCs) to directionally inform relevant product groups on customers product experience and usage
  • Partners with Product Group and component teams to prioritize, unblock, and resolve complex customer issues
  • Identifies and utilizes engineering tools, customer telemetry and/or direct customer input to flag the patterns of defects/signals in the products or products misuse
  • Gathers and synthesizes feedback from assigned strategic customers to learn ways in which customers use the product and identify feature and knowledge gaps
  • Proactively conducts health checks to ensure customer environment is optimized and configured for deployment
  • Lead and contribute your ideas and innovation to help evolve our new Mission Critical for M365 offering and programs
  • Perform engineering on-call duties when scheduled - approx 2-3 two-week rotations per year

Requirements

  • Bachelor's Degree in Engineering, Computer Science, Information Technology (IT), Data Analytics/Science, Artificial Intelligence (AI), or related field AND sufficient years experience in technology industry, cloud, technical support, and/or customer experience engineering OR equivalent experience
  • Experience in a customer facing role
  • Ability to meet Microsoft, customer and/or government security screening requirements
  • Microsoft Cloud Background Check

Nice to have

  • Customer facing experience
  • Proven history of customer-obsession, including blog posts, how-to videos, MVP
  • Certification in Microsoft and/or competing Cloud Technologies
  • Certification in AI related programs such as AB-900, AI-900 or similar
  • Understanding of and ability to migrate from various third-party platforms to Microsoft 365
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