Senior Customer Experience Engineer

The Windows Cloud Experience (WCX) Engineering Support-as-a-Feature Team engages with customers and support partners to ensure top-notch customer experiences and supportability integration in the product engineering lifecycle. The team focuses on:

• Learning from deep technical engagement with customers and support engineers to improve Windows 365 and Azure Virtual Desktop
• Accelerating adoption of Windows in the cloud
• Developing, improving, and operating processes on a global scale
• Working with strategic customers to solve technical problems
• Leading training and readiness materials development
• Acting as a bridge between support teams and feature engineering
• Coordinating complex customer and support issues across multiple teams

The role involves gathering and analyzing feedback from challenging customers, helping them understand Windows 365 and Azure Virtual Desktop capabilities, developing support documentation, handling complex escalations, and driving product improvements at regional and global levels.

The position requires strong technical expertise in desktop virtualization, Windows platforms, and Microsoft 365 technologies. You'll work in an environment that values respect, integrity, and accountability, creating an inclusive culture where everyone can thrive.

Key Focus Areas:

• Customer feedback collection and analysis
• Direct engagement with strategic customers
• Training and documentation development
• Support escalation management
• Cross-team collaboration for issue resolution

The role offers comprehensive benefits including:

• Industry-leading healthcare
• Educational resources
• Product and service discounts
• Savings and investment options
• Parental leave
• Generous time off
• Giving programs
• Networking opportunities

Travel requirement: 0-25% Location: Multiple locations in Japan with up to 100% work from home flexibility.