I worked for Xbox Customer Support from 2008 to 2012. AMA :)
I used to work at a local call center back in good Halo 3 and CoD: MW era, I worked for almost 4 years in the company. I participated in several launches like MW, MW2, GTA IV and NXE or the new xbox experience, which you might know as the Avatar's dashboard.
Our job was pretty simple to be honest, we basically made repair orders for RROD and other defects of components and consoles, and Xbox Live trouble shooting. I've heard a lot of stories and helped a lot of people over the year I worked for them, and honestly it makes me sad the direction they are taking at the moment.
I met some guys from Microsoft directly, but not any of the big ones since our call center was just one of many. I used to really love my job, until you find out is basically a dead end job and went back to a boring office.
pictures for proof: http://imgur.com/a/oq4MK