Job description

Microsoft is a leading technology company that empowers every person and organization on the planet to achieve more. They are seeking a Senior Customer Experience Engineer to join the Azure Customer Experience team, focusing on customer engagement and ensuring the reliability and performance of applications hosted in Microsoft Azure. Responsibilities • Collaborate with customers to jointly define and establish SLOs and SLIs that align with their business goals and expectations. • Instrument code to measure SLOs , develop solutions to detect SLO breaches • Develop automated solutions and troubleshooting guides to remediate or mitigate SLO breaches. • Collaborate closely with service engineering teams to develop solutions for corelating customer-defined SLOs with relevant platform SLOs, signals to effectively pinpoint, address, and resolve customer-impacting issues. • Ensure customer-centric SLOs are consistently exceeded through cross-functional collaboration. • Analyze SLO data for trends, improvements, and reliability risks, proposing remediation plans. • Proactively engage customers on SLO performance, addressing concerns and offering insights. • Lead optimization efforts for system performance, scalability, and efficiency to exceed SLOs. • Develop and maintain documentation related to customer-specific SLOs, SLIs, and monitoring processes. Skills • 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. • At least 4+ years of experience with designing, implementing, debugging and launching commercial software products or web services. Expertise in designing and implementing monitoring design and Architectures for end customers in Azure (or AWS/GCP) • 3+ years of experience in designing Observability and monitoring solutions in Azure(or AWS/GCP), SLO/SLI Implementation is a plus. • 3+ years of experience in an external client facing role or customer handling. • Ability 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: Microsoft Cloud Background Check: This position will be required to pass the Microsoft Cloud background check upon hire/transfer and every two years thereafter. • Proven expertise in implementing and managing Service Level Objectives (SLOs) and Service Level Indicators (SLIs) for cloud customers. • Proven experience in designing and implementing monitoring solutions for customers. • Extensive experience with monitoring tools and platforms. • Advanced certifications in SRE or related fields. • Experience in observability, SRE OpenTelemetry, Prometheus, Grafana, Dynatrace, Datadog, AzureMonitor, AI, ML. • Passion for customers and focus on delivering the right customer experience. • Openness and ability to learn new skills and technologies in a fast-paced environment. • Must have the ability to empathize with customers and convey confidence. Able to explain highly technical issues to varied audiences. Able to prioritize and advocate customer’s needs to the proper channels. Take ownership and work towards a resolution. Company Overview • Microsoft is a software corporation that develops, manufactures, licenses, supports, and sells a range of software products and services. It is a sub-organization of Computer Hardware Services. It was founded in 1975, and is headquartered in Redmond, Washington, USA, with a workforce of 10001+ employees. Its website is https://www.microsoft.com. Company H1B Sponsorship • Microsoft has a track record of offering H1B sponsorships, with 4712 in 2025, 9343 in 2024, 7677 in 2023, 11403 in 2022, 7210 in 2021, 7852 in 2020. Please note that this does not guarantee sponsorship for this specific role.

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