Senior Customer Experience Engineer

5 days ago

Reading, Reading, United Kingdom ivee | The job platform for everyone else Full time

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.

This is a live role with a client, listed through ivee.

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Overview

Every minute, leading global organisations rely on platforms to power their businesses. This role sits within the Advanced Cloud Engineering & Supportability (ACES) team, which supports strategic customers and is a vital link between engineering teams and customer experience.

As a
Senior Customer Experience Engineer
, you'll be the go-to engineering partner for high-priority clients - driving proactive support, resolving critical issues, and influencing product improvements by being the voice of the customer.

The Role

As a Senior Customer Experience Engineer, you will:

  • Own the customer support relationship, ensuring a seamless and responsive experience across Azure services.
  • Resolve complex technical problems in compute, storage, networking, PaaS, or data platforms.
  • Work closely with support engineers, architects, and engineering teams to drive fast, high-quality incident resolution.
  • Use diagnostics, telemetry, and root cause analysis to continuously improve customer experience.
  • Participate in on-call rotations for mission-critical support and major incident management.
  • Share insights, tools, and scalable solutions across the wider team to enhance collective performance.
  • Contribute to training, mentoring, and knowledge-sharing initiatives to uplift the team.
  • Advocate for customer needs to internal product groups and influence Azure's product roadmap.

About You

You're a hands-on technical problem solver with a deep understanding of cloud platforms. You thrive on fixing complex challenges, working across teams, and making customers successful.

You will:

  • Have experience supporting enterprise-scale systems in cloud environments.
  • Possess technical expertise in at least one key Azure area: Compute, Networking, Kubernetes, Data, or PaaS.
  • Understand diagnostics and observability tools such as Azure Monitor, Log Analytics, or Grafana.
  • Be comfortable working in fast-paced, high-impact environments with tight incident response expectations.
  • Demonstrate a strong customer-first mindset and the ability to work across organisational boundaries.
  • Bring a collaborative, growth-oriented approach to technical challenges.
  • Hold a degree in a relevant field (e.g., Computer Science, Engineering) or equivalent professional experience.
  • Meet relevant security clearance requirements (Microsoft Cloud background check required).

Please press apply to access the full job description and apply for this role.

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