Customer Experience Engineering: Internship Opportunity

• With supervision, utilizes engineering tools, customer telemetry and/or direct customer input to identify and flag the defects/signals in the product or product misuse, or an issue with the customer. With support and guidance, tracks customer incidents and engages customers and partners to understand the issue, informs them about the active cases, and communicate progress and next steps to customers.
• With managerial support, provides guidance to customers on designing configurations and deploying solutions on Microsoft platform. Assists with answering customer questions/concerns and reporting customer issues related to new deployment.
• With managerial guidance, gather feedback from the customers and partners to learn ways in which customers and partners use the product. Helps team members to identify feature and knowledge gaps, misconfigurations, metrics, and key performance indicators (KPIs) in the current product. Supports team members in implementing automation of solutions for the team.
• Supports in escalating specific customer issues to appropriate teams to resolve customer issues. With supervision, communication progress and keep stakeholders aligned with respect to escalations.
• Works with customers under guidance to gather input on their experiences with Microsoft solutions. Identifies and tracks gaps in customer scenarios and product limitations.
• With some oversight, partners with other teams (e.g., program managers, software engineers, product, customer service support [CSS] teams) to review and unblock customer incidents/issues