Customer Experience Engineer II - CTJ - Poly

Are you ready to join a team of technical experts supporting Office 365 Government Cloud customers? We are seeking a customer-obsessed Customer Experience Engineer II with a deep background in troubleshooting, enterprise systems, and online services. As a trusted advisor to customers, partners, and internal engineering teams, you will take a hands-on role in troubleshooting and resolving complex technical challenges, delivering secure solutions that shape customer environments on a global scale.

You will support Office 365 and collaboration products such as Exchange Online, SharePoint Online, OneDrive, and Teams, working with Microsoft's largest enterprise and government customers to resolve escalations, drive adoption, and deliver world-class customer experiences. Our customers expect the highest standards for feature quality, security, reliability, availability, and performance. You will investigate and solve critical, complex technical issues escalated from customers, using a wide range of troubleshooting techniques. Many issues will be technically complex and may require advanced conflict resolution and collaboration skills, as you represent Microsoft when working with the customer.

Success in this role requires problem isolation techniques, enterprise experience, and the ability to solve unknown problems in high-stakes, mission-driven scenarios. Beyond technical talent, we are looking for people who thrive under challenging circumstances, engage in difficult situations, and demonstrate a growth mindset. You will identify business challenges and trends, propose solutions, and make recommendations to impact the broader business.

This position requires onsite work at a Microsoft campus and may require participation in a rotational on-call schedule as a subject matter expert to other engineers.

Microsoft's mission is to empower every person and every organization on the planet to achieve more. As employees we come together with a growth mindset, innovate to empower others, and collaborate to realize our shared goals. Each day we build on our values of respect, integrity, and accountability to create a culture of inclusion where everyone can thrive at work and beyond.

Responsibilities

• Deliver world-class customer experiences by understanding unique customer needs in secure cloud environments.
• Exhibit technical leadership across projects and teams (e.g., Site Reliability Engineering, Incident Response, On-site Delivery).
• Manage crisis situations involving technically challenging issues and diverse audiences.
• Collaborate with Engineering teams to provide technical reviews and action plans, driving optimal customer outcomes.
• Use trace analysis, debugging, and proprietary tools to analyze errors and resolve customer issues.
• Communicate with Microsoft groups to influence decisions and deliver product improvements addressing risks in secure cloud environments.
• Create and deliver training/readiness materials for global audiences; mentor and coach others to grow organizational capability.

Embody our culture and values

Qualifications

Required/Minimum Qualifications

• Bachelor's Degree in Sales, Marketing, Computer Science, Information Technology (IT), Data Science, Business Analytics, Business, Finance, Mathematics, Physical Sciences, Humanities, or related field AND 4+ years experience in consulting, change management, project management, customer engagement, sales/business engagement, relationship management, analytics, or customer feedback and intelligence program management
  • OR equivalent experience
• 3+ years of technical industry experience in administration, consulting, development, or support.
• 2+ years of experience with enterprise server products such as: Exchange, SQL, IIS - Internet Information Services, O365 and SharePoint or similar Microsoft or competitive Windows based products.

Other Requirements:

Security Clearance Requirements: Candidates must be able to meet Microsoft, customer and/or government security screening requirements are required for this role. These requirements include, but are not limited to the following specialized security screenings:

• The successful candidate must have an active U.S. Government Top Secret Clearance with access to Sensitive Compartmented Information (SCI) based on a Single Scope Background Investigation (SSBI) with Polygraph. Ability to meet Microsoft, customer and/or government security screening requirements are required for this role. Failure to maintain or obtain the appropriate U.S. Government clearance and/or customer screening requirements may result in employment action up to and including termination.
• Clearance Verification: This position requires successful verification of the stated security clearance to meet federal government customer requirements. You will be asked to provide clearance verification information prior to an offer of employment.
• Microsoft Cloud Background Check: This position will be required to pass the Microsoft Cloud background check upon hire/transfer and every two years thereafter.
• Citizenship & Citizenship Verification: This position requires verification of U.S. citizenship due to citizenship-based legal restrictions. Specifically, this position supports United States federal, state, and/or local United States government agency customer and is subject to certain citizenship-based restrictions where required or permitted by applicable law. To meet this legal requirement, citizenship will be verified via a valid passport, or other approved documents, or verified US government Clearance.

Preferred/Additional Qualifications:

• BA/BS in Computer Science, Engineering, or related technical discipline (or equivalent industry experience).
• 5+ years in design, planning, implementation, and management of IT solutions.
• 3+ years supporting large enterprise or government environments.
• Knowledge and demonstrated technical experience with Microsoft M365 Cloud technologies:
  
  • Messaging (ExO/EOP/Outlook) and/or
  • Productivity (OneDrive/SPO) and/or
  • Communications (Teams/Skype) and/or
  • Office 365 Applications (Portal, PowerShell/scripting, Office Online, Project, Planner, etc) and/or
  • Security (Purview, Security and Compliance)
• Ability to read/analyze network and web traces.
• Excellent Customer service, problem-solving, and teamwork skills; ability to handle high-pressure situations and ambiguity.
• Basic networking knowledge (DNS - Domain Name System, IPsec, BGP - Border Gate Protocol, VPN - Virtual Private Network, Load Balancing).
• Passion for customers and delivering the right customer experience in secure, mission-critical settings.
• Ability to manage multiple tasks/projects in a fast-moving environment.

Customer Experience IC4 - The typical base pay range for this role across the U.S. is USD $96,500 - $188,400 per year. There is a different range applicable to specific work locations, within the San Francisco Bay area and New York City metropolitan area, and the base pay range for this role in those locations is USD $123,500 - $206,400 per year.

Certain roles may be eligible for benefits and other compensation. Find additional benefits and pay information here: https://careers.microsoft.com/us/en/us-corporate-pay

Microsoft will accept applications for the role until August 8, 2025

Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request via the Accommodation request form .

Benefits/perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work.