Customer Experience Engineer

Partner with the Software Engineering team to review architecture/design and provide feedback and guidance as it relates to the customer experience, support & customer impact Be the Intune technical lead for a customer in the Mission Critical Support service and elevate the support experience for that customer. Lead supportability and troubleshoot the availability of the service Drive process improvements within the team and the larger organization as a whole Provide active coordination across multiple support teams Partner with the software engineering and production support teams to resolve issues Drive bugs/DCRs related to problem management tickets Help to identify the cost associated with each problem management ticket Document processes, best methodologies and technical instructions for Support Groups based off the problem management findings Enable customer support teams and partners in a wide range of technical subjects Voice of the Customer: Identify trends that generate customer calls, review community data, and use that data to drive improvements back into the product Passion for customers Production experience in managing large environments using cloud-based services. Production system experience with Windows 11, Mobile Device Management and/or Autopilot based deployments. Experience with iOS and Android devices and operating systems Ability to deal with the ambiguity associated with working in a fast paced and changing environment. Excellent written and oral communication skills Familiarity with the Software Development Life Cycle (SDLC) in a faced paced, agile environment Leadership: sound problem resolution, judgment, negotiating and decision making skills 3+ years' experience leading supportability and troubleshooting the availability of applications, properties, systems, networks, and servers for high availability enterprise systems