Senior Customer Experience Engineer – CTJ – Poly

Technically Oriented:

• Utilizes engineering tools, customer telemetry and direct customer input to identify and flag the defects/signals in the product or product misuse, or an issue with the customer. Tracks customer incidents and with minimal oversight, engages with customers and partners to understand the issue, inform them about the active cases, and communicate progress and next steps to customers. With minimal guidance, contributes to or investigates and troubleshoots the issues using diagnostics.
• Gathers feedback from the customers and partners to learn about the product usage and identify feature and knowledge gaps and key performance indicators (KPIs) in the current product. With minimal guidance, implements new features/tools to improve products. Helps customers and partners stay current with best practices by sharing content via multiple forums. Identifies content improvement or troubleshooting guides. Helps implement automation of complex solutions for the team.
• Identifies and leverages potential developmental opportunities across product areas and business processes (e.g., mentorships, shadowing, trainings) for professional growth and to develop and execute on technical intensity/skilling to resolve customer issues.

Customer Solution Lifecycle Management:

• Conducts health checks to ensure customer environment (e.g., product, service, feature) is optimized and configured for deployment. With minimal guidance, provides guidance to customers on understanding and implementing new versions. With minimal guidance, serves as a connecting point between the engineering team and customers throughout the solution lifecycle. With minimal guidance, conducts feature reviews on new deployment to identify gaps. With managerial support, provides guidance to customers on designing configurations and deploying solutions on Microsoft platforms. With minimal guidance, engages with customers to understand their business and availability needs to then help develop guidance to meet deployment needs.
• Serves as a connecting point and escalates specific customer issues to appropriate teams to resolve customer issues. Communicates progress and keeps stakeholders aligned with respect to escalations. With some supervision, handles escalations on customer issues from the support or field teams. Escalates issues to managers within the team if more assistance is needed. With minimal oversight, conducts root-cause analysis of the issues and follows up with the customers.

Relationship/Experience Management:

• Collaborates with the relevant product and business groups on how customers use the product. Understands and identifies gaps in customer scenarios and product limitations. Provides details to the product and business groups on customer product experience and usage. With minimal supervision, acts as a voice of customers (VOCs) to inform product and business groups on customer product experience and usage.
• With minimal guidance, partners with other teams (e.g., program managers, software engineers, product, customer service support [CSS] teams) to review and unblock and resolve customer incidents/issues. Collaborates with internal partner teams to supports delivery of solutions back to the customers. Informs stakeholders on customer progression including issues. Independently starts to build partnerships with internal technical teams to update the troubleshooting resources. With minimal guidance, works with the relevant product and business groups to resolve customer issues.

Work in a 24x7x365 support model. This will involve working in an on-call rotation.