Cloud Services Engineer - CxRE
 Microsoft | |
 United States, Washington, Redmond | |
 Jul 31, 2025 | |
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OverviewThe Cloud Service Engineer, Customer Response, or Customer Response Engineer (CRE) plays a pivotal role in representing customer interests within engineering teams, particularly regarding software and offerings that deliver service and feature benefits across the commercial and government sectors. The CRE is accountable for managing and leading escalations at all stages, whether initiated by customers (CPEs), sales teams, partners, or arising from production issues that impact customers.Our primary responsibility is to proactively address customer concerns by implementing preventative measures. Engineers engage directly with customers to gain insight into their challenges. The Customer Reliability Engineering (CRE) team focuses on identifying and promoting the adoption of robust, high-quality solutions across our portfolio, collaborating closely with engineering teams to enhance the quality and reliability of our software. This is a hybrid role based in Redmond, WA, requiring a minimum of three in-office days per week.Microsoft's mission is to empower every person and every organization on the planet to achieve more. As employees we come together with a growth mindset, innovate to empower others, and collaborate to realize our shared goals. Each day we build on our values of respect, integrity, and accountability to create a culture of inclusion where everyone can thrive at work and beyond.
ResponsibilitiesLead and coordinate end-to-end incident response efforts, ensuring timely resolution, effective stakeholder communication, and continuous improvement of incident management processes.Leverages technical expertise, judgment, and decision making to coordinate multiple work streams and resources in crisis situations to drive mitigation plan and resolve, reduce, or mitigate the impact of a crisis by engaging necessary teams and escalating to appropriate stakeholders. Applies diagnostic expertise. Provides guidance to other engineers working to mitigate and resolve issues.Analyze data sets; review existing processes and tools; provide operational insights into customer experience; assess reliability quality in engineering; product teams. Proactively identify and resolve people, process or technology issues; reduce incident mitigation time and to prevent future incidents.Support and improve tools and predictive models to enhance product development and operations and monitor their impact on operational metrics.Communicates customer impact and other relevant information with key stakeholders, leadership, and customers.Develops projects and programs to improve crisis response by creating standard practices (e.g., processes, standard operating procedures) for consistent response across engineering teams. Fosters increased service stability. Reduces future noise by participating in optimization of telemetry and alarming. Leverage customer analytics to identify trends, pain points, and opportunities for service improvement.Participate in on-call rotation.Embody our culture and values | |