Customer Experience Engineer II - Windows Cloud Experience Team at Microsoft

📍 Job Overview

Job Title: Customer Experience Engineer II - Windows Cloud Experience Team
Company: Microsoft
Location: Redmond, Washington, United States (Remote OK)
Job Type: Full-Time
Category: Customer Experience & Support
Date Posted: 2025-06-20
Experience Level: Mid-Senior level (2-5 years)

🚀 Role Summary

Serve as a technical subject matter expert, driving customer experiences and supportability improvements for Windows 365 and Azure Virtual Desktop.
Engage with customers and support partners to understand their needs and pain points, translating insights into actionable improvements.
Collaborate with cross-functional teams to enhance supportability in the product engineering lifecycle and accelerate cloud adoption.
Develop and operate processes on a global scale, ensuring top-notch customer experiences.

📝 Enhancement Note: This role requires a strong customer focus, technical acumen, and a passion for driving improvements in the cloud experience. Familiarity with Windows 365 and Azure Virtual Desktop is essential for success in this position.

💻 Primary Responsibilities

Customer Engagement: Actively engage with customers and support partners to gather feedback and understand their needs.
Technical Troubleshooting: Leverage deep technical expertise to troubleshoot customer issues and identify trends.
Process Improvement: Develop and refine processes to enhance supportability and improve customer experiences.
Collaboration: Work closely with cross-functional teams, including product engineering and support, to drive improvements.
Documentation: Maintain and update technical documentation to ensure knowledge sharing and consistency.

📝 Enhancement Note: Success in this role requires excellent communication skills, both written and verbal, to effectively engage with customers and collaborate with internal teams.

🎓 Skills & Qualifications

Education: Bachelor's degree in Computer Science, Engineering, or a related field. Relevant work experience may be considered in lieu of a degree.

Experience: 2-5 years of experience in customer support, technical support, or a related role. Experience with Windows 365 and Azure Virtual Desktop is preferred.

Required Skills:

Strong customer focus and empathy
Proven technical troubleshooting skills
Experience with process improvement methodologies
Excellent communication and collaboration skills
Proficiency in Windows operating systems and cloud technologies

Preferred Skills:

Familiarity with Windows 365 and Azure Virtual Desktop
Experience with support ticketing systems (e.g., ServiceNow, JIRA Service Desk)
Knowledge of Agile methodologies and software development lifecycle
Familiarity with customer experience metrics and analytics

📝 Enhancement Note: Candidates with experience in cloud support, virtual desktop infrastructure (VDI), or similar environments may find this role particularly appealing.

📊 Web Portfolio & Project Requirements

Portfolio Essentials:

Demonstrate strong customer engagement skills through case studies or success stories.
Highlight technical troubleshooting expertise with examples of complex issues resolved.
Showcase process improvement initiatives and their impact on customer experiences.

Technical Documentation:

Provide examples of technical documentation created or maintained, demonstrating clear and concise writing skills.
Include any process improvement documentation or customer experience analysis reports.

📝 Enhancement Note: While this role does not require a traditional web development portfolio, candidates should be prepared to showcase their technical skills and customer engagement expertise through relevant projects or case studies.

💵 Compensation & Benefits

Salary Range: $85,000 - $120,000 per year (Based on Indeed salary estimates for a Customer Experience Engineer II at Microsoft in Redmond, WA)

Benefits:

Comprehensive health benefits package
Retirement savings plans (401k and pension)
Generous time off (vacation, sick, and holidays)
Employee stock purchase plan
Tuition assistance and professional development opportunities
Employee discounts on Microsoft products and services

Working Hours: Full-time position with standard working hours, Monday through Friday. Occasional evening or weekend work may be required to support customers in different time zones.

📝 Enhancement Note: Salary range is estimated based on Indeed salary data and may vary depending on the candidate's experience and skills. Benefits information is based on Microsoft's standard employee benefits package.

🎯 Team & Company Context

🏢 Company Culture

Industry: Technology, with a focus on productivity and business processes.

Company Size: Large (200,000+ employees worldwide)

Founded: 1975, with a rich history in software development and innovation.

Team Structure:

The Windows Cloud Experience Support-as-a-Feature Team is part of the larger Windows Engineering group.
The team consists of customer experience engineers, support engineers, and program managers, working closely together to drive customer experiences and supportability improvements.

Development Methodology:

Microsoft follows an Agile/Scrum development methodology, with a focus on continuous improvement and customer feedback.
The team uses Azure DevOps for project management and collaboration.

Company Website: Microsoft Careers

📝 Enhancement Note: Microsoft's company culture emphasizes innovation, collaboration, and customer obsession. The Windows Cloud Experience team plays a crucial role in ensuring that Windows 365 and Azure Virtual Desktop deliver exceptional customer experiences.

📈 Career & Growth Analysis

Web Technology Career Level: Mid-Senior level, with opportunities for growth into technical leadership or management roles.

Reporting Structure: This role reports directly to the Windows Cloud Experience Support-as-a-Feature Team Lead.

Technical Impact: The Customer Experience Engineer II has a significant impact on the customer experience of Windows 365 and Azure Virtual Desktop, driving improvements that enhance adoption and satisfaction.

Growth Opportunities:

Technical Growth: Deepen expertise in Windows 365 and Azure Virtual Desktop, and expand knowledge of other Microsoft cloud services.
Leadership Growth: Develop leadership skills through mentoring, project management, or team lead opportunities.
Career Transition: Leverage experience to transition into other roles within Microsoft, such as technical account management, product engineering, or customer success.

📝 Enhancement Note: Microsoft offers numerous growth opportunities for employees, with a strong emphasis on continuous learning and skill development.

🌐 Work Environment

Office Type: Hybrid, with a combination of on-site and remote work. The Redmond, WA campus offers state-of-the-art facilities, including collaborative workspaces, cafes, and recreational areas.

Office Location(s): Redmond, WA (main campus), with remote work options available.

Workspace Context:

Collaboration: The workspace encourages collaboration, with open-plan offices, meeting rooms, and informal gathering spaces.
Technology: Microsoft provides employees with modern hardware and software tools, including Surface devices and Office 365.
Flexibility: The hybrid work environment offers flexibility, with employees able to work from home or on campus as needed.

Work Schedule: Standard full-time working hours, with flexibility for occasional evening or weekend work to support customers in different time zones.

📝 Enhancement Note: Microsoft's work environment prioritizes collaboration, flexibility, and employee well-being, with a focus on creating a productive and enjoyable workspace.

📄 Application & Technical Interview Process

Interview Process:

Phone Screen: A brief phone call to discuss the role, experience, and fit with the team.
Technical Deep Dive: A detailed conversation focused on technical troubleshooting skills, process improvement experience, and customer engagement expertise.
Behavioral Questions: An assessment of problem-solving skills, collaboration, and adaptability through behavioral interview questions.
Final Interview: A meeting with the hiring manager and team members to discuss the role, team dynamics, and cultural fit.

Portfolio Review Tips:

Highlight customer engagement and technical troubleshooting skills through case studies or success stories.
Include examples of process improvement initiatives and their impact on customer experiences.
Demonstrate strong communication skills through clear and concise documentation or presentations.

Technical Challenge Preparation:

Brush up on Windows 365 and Azure Virtual Desktop features and troubleshooting techniques.
Familiarize yourself with Microsoft's support ticketing system and customer experience metrics.
Prepare for behavioral interview questions by reflecting on past experiences and the impact you've made on customer experiences.

ATS Keywords:

Customer Experience
Technical Troubleshooting
Process Improvement
Support Engineering
Cloud Adoption
Windows 365
Azure Virtual Desktop
Customer Engagement
Agile Methodologies
Software Development Lifecycle
Customer Success

📝 Enhancement Note: Microsoft's interview process focuses on assessing technical skills, customer engagement expertise, and cultural fit. Preparation should emphasize real-world examples and a customer-centric mindset.

🛠 Technology Stack & Web Infrastructure

Customer Experience Tools:

ServiceNow (for support ticketing and case management)
Dynamics 365 (for customer relationship management)
Azure DevOps (for project management and collaboration)
Power BI (for customer experience analytics and reporting)

Cloud Platforms:

Azure (for cloud services, including Azure Virtual Desktop)
Windows 365 (for cloud-based Windows desktop-as-a-service)

Operating Systems:

Windows (for customer desktop environments and internal workstations)

📝 Enhancement Note: Familiarity with Microsoft's customer experience tools, cloud platforms, and operating systems is essential for success in this role.

👥 Team Culture & Values

Customer Experience Values:

Customer Obsessed: Understand and anticipate customer needs, and drive improvements to enhance their experiences.
One Microsoft: Collaborate across teams and functions to deliver exceptional customer outcomes.
Growth Mindset: Embrace learning and continuous improvement, both personally and professionally.
Inclusive: Foster a diverse and inclusive environment, where everyone can thrive and contribute to our success.

Collaboration Style:

Cross-Functional Collaboration: Work closely with product engineering, support, and other teams to drive customer experiences and supportability improvements.
Knowledge Sharing: Encourage open communication and information sharing to ensure everyone has the context and resources they need to succeed.
Continuous Learning: Foster a culture of continuous learning and skill development, with a focus on staying up-to-date with the latest technologies and best practices.

📝 Enhancement Note: Microsoft's customer experience values and collaboration style prioritize customer obsession, cross-functional collaboration, and continuous learning and improvement.

⚡ Challenges & Growth Opportunities

Technical Challenges:

Customer Engagement: Engage with a diverse range of customers, each with unique needs and pain points, to understand their experiences and drive improvements.
Technical Troubleshooting: Troubleshoot complex customer issues, often working with limited information or in high-pressure situations.
Process Improvement: Identify and implement process improvements that enhance supportability and customer experiences, often requiring collaboration with cross-functional teams.

Learning & Development Opportunities:

Technical Skills Development: Deepen expertise in Windows 365, Azure Virtual Desktop, and other Microsoft cloud services through training, mentoring, and on-the-job learning.
Leadership Development: Develop leadership skills through mentoring, project management, or team lead opportunities.
Career Transition: Leverage experience to transition into other roles within Microsoft, such as technical account management, product engineering, or customer success.

📝 Enhancement Note: Microsoft offers numerous challenges and growth opportunities for employees, with a strong emphasis on continuous learning, skill development, and career progression.

💡 Interview Preparation

Technical Questions:

Customer Engagement: Describe a time when you engaged with a challenging customer and how you turned their experience around.
Technical Troubleshooting: Walk through a complex technical issue you've resolved, explaining your approach and the outcome.
Process Improvement: Explain a process improvement initiative you've led, including the problem you addressed, the solution you implemented, and the results you achieved.

Company & Culture Questions:

Customer Obsession: How do you stay up-to-date with customer needs and preferences, and how do you incorporate that knowledge into your work?
Collaboration: Describe a time when you worked collaboratively with a cross-functional team to drive a customer experience improvement.
Growth Mindset: How do you approach learning and continuous improvement, both personally and professionally?

Portfolio Presentation Strategy:

Customer Engagement: Highlight your customer engagement skills through case studies or success stories, focusing on the impact you've made on customer experiences.
Technical Troubleshooting: Showcase your technical troubleshooting expertise through examples of complex issues resolved, demonstrating your problem-solving skills and attention to detail.
Process Improvement: Demonstrate your process improvement expertise through examples of initiatives you've led, including the problem you addressed, the solution you implemented, and the results you achieved.

📝 Enhancement Note: Microsoft's interview process focuses on assessing technical skills, customer engagement expertise, and cultural fit. Preparation should emphasize real-world examples and a customer-centric mindset.

📌 Application Steps

To apply for this Customer Experience Engineer II position at Microsoft:

Tailor Your Resume: Highlight your customer engagement skills, technical troubleshooting experience, and process improvement initiatives. Include relevant keywords, such as "customer experience," "technical troubleshooting," and "process improvement."
Prepare Your Portfolio: Showcase your customer engagement, technical troubleshooting, and process improvement skills through case studies, success stories, and examples of technical documentation or presentations.
Research Microsoft: Familiarize yourself with Microsoft's company culture, values, and customer experience initiatives. Understand how this role fits into the broader context of driving customer experiences and supportability improvements for Windows 365 and Azure Virtual Desktop.
Practice Interview Questions: Prepare for technical and behavioral interview questions by reflecting on your experiences and the impact you've made on customer experiences. Practice your responses and seek feedback from colleagues or mentors.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and customer experience industry-standard assumptions. All details should be verified directly with Microsoft before making application decisions.

Customer Experience Engineer II - Windows Cloud Experience Team