Customer Experience Engineer II at Swiftkey

About the role

What will you do at Swiftkey?

Engage directly with customers via phone, email, and web channels, providing clear, structured, and confident updates during high-severity incidents. * Act as a trusted technical advisor during complex, sensitive, and high-pressure situations. * Restore and maintain customer confidence through transparency, accountability, and structured problem-solving.

2. 3. Product Feedback & Continuous Improvement * Translate customer escalations and issue patterns into actionable insights for Engineering and Product teams.

* Contribute to improvements in product reliability, diagnostics, documentation, and self-remediation guidance. * Participate in feature readiness reviews, validation testing, and design discussions to prevent future customer impact. * Influence product design and supportability by representing real customer experiences.

4. Operational Excellence & Proactive Practices * Apply structured, repeatable approaches to escalation management to improve consistency and time-to-mitigation. * Identify recurring product or customer pain points and propose proactive improvements, automation strategies, and AI-assisted practices.

* Leverage modern tooling, including AI-based investigation and summarization capabilities, to enhance service quality and operational efficiency. * Help scale best practices across teams to reduce recurrence and operational friction. 5.

Collaboration & Team Enablement * Partner across Engineering, CSS, CSU, Account Teams, Product Management, and UX to ensure aligned customer outcomes. * Share knowledge, best practices, and lessons learned to elevate technical capability across the organization. * Communicate complex technical concepts effectively to customers, partners, and senior stakeholders.

Required: Required/minimum qualifications - Bachelor's Degree Engineering, Computer Science, Information Technology (IT), Data Analytics/Science, Artificial Intelligence (AI), or related field AND 2+ years experience in technology industry, cloud, technical support, and/or customer experience engineering OR equivalent experience.

Additional or preferred qualifications - Bachelor's Degree in Engineering, Computer Science, Information Technology (IT), Data Analytics/Science, Artificial Intelligence (AI), or related field AND 5+ years experience in technology industry, cloud, technical support, and/or customer experience engineering OR equivalent experience. MSFTSecurity This position will be open for a minimum of 5 days, with applications accepted on an ongoing basis until the position is filled. *

Make your next move

Build a shortlist and prepare

Identify the requirements you can demonstrate, then choose examples from your work to discuss with the hiring team.

Build a focused shortlist before you applyCompare role requirements with your experience and give each application a clear reason.
Practice explaining your experience in an interviewRehearse your answers before meeting the hiring team.

Review the responsibilities and requirements before adding an opening to your shortlist.