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Microsoft Corporation Service Engineer II - Customer Response (CxRE) in Redmond, Washington

We are seeking a Service Engineer II - Customer Response (CxRE)

The Service Engineer II- Customer Response (CxRE) facilitates a critical customer-focused role within engineering for special clouds and offerings that provide customers with service and features beyond what is offered within the general commercial space. The CxRE is responsible for managing and leading escalations at all severities, including those raised by customers (CRI), service alerts (SRI) or escalations from within engineering teams (ERI).

Our primary responsibility is to mitigate customer impact by working closely with customer support, our SRE (Site Reliability Engineer) teams, component teams, and directly or indirectly with our customers. The CxRE is required to identify and obtain the right resources to resolve complex and high-impact customer or service problems, and to provide guidance and insights to improve the quality and reliability of our services.

On-Call Environment:

Work hours for this position are primarily Monday- Friday during Pacific timezone hours, in addition to required participation in an after hours on-call rotation. Hours are reviewed regularly with potential for modification based upon business needs

Location: This role requires working during Pacific timezone hours. By applying to this U.S. based position, while remote work is possible, relocation does not apply/is not provided for the role.


  • Accept and triage incoming escalations and resolve the issues directly or assign them to the appropriate resources.

  • Provide guidance and assistance to customer support teams (including account teams, and ACE) and the customers, and communicate the status and progress of the escalations.

  • Manage the escalation lifecycle and ensure that the issues are resolved within the agreed SLAs and customer expectations.

  • Document the escalation details, actions, and outcomes, and share the learnings and best practices with the engineering and support teams.

  • Identify and prioritize product and service issues and gaps and provide feedback and recommendations to engineering teams.

  • Identify and implement solutions to reduce toil, automate processes, resolve technical problems with services, increase customer satisfaction and grow our commercial business by providing solutions that meet our customers needs.

  • Participate in the on-call rotation and provide 24/7 support for critical escalations.


Required/Minimum Qualifications

  • Bachelor's Degree in Computer Science, Information Technology, or related field AND 2+ years technical experience in software engineering, network engineering, service engineering, or systems engineering

o OR equivalent experience

  • 1+ years experience troubleshooting and leveraging debugging tools.

  • 1+ years experience in a customer facing, customer support, or customer service role

Additional or Preferred Qualifications

  • 3+ years technical experience in software engineering, network engineering, service engineering, or systems engineering.

  • Comprehensive knowledge of managed services, including Exchange Online, Microsoft TEAMS, SharePoint, Etc.

  • 1+ year(s) technical experience working with large-scale cloud or distributed system

  • Experience with Management Information Systems (MIS), or other industry or product specific Engineering Certifications.

  • Experience in a customer facing or customer support role or demonstrated customer focus and customer empathy

  • Experience demonstrating business acumen and communicating with a range of customers, including an executive audience

  • Experience working in an on-call environment

Service Engineering IC3 - The typical base pay range for this role across the U.S. is USD $94,300 - $182,600 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 $120,900 - $198,600 per year.

Certain roles may be eligible for benefits and other compensation. Find additional benefits and pay information here:

#M365Core #EnterpriseCloud

Microsoft is an equal opportunity employer. Consistent with applicable law, all qualified applicants will receive consideration for employment without regard to age, ancestry, citizenship, color, family or medical care leave, gender identity or expression, genetic information, immigration status, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran or military status, race, ethnicity, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable local laws, regulations and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations ( .