Note: The job is a remote job and is open to candidates in USA. Microsoft is a technology company focused on empowering people and organizations through its products and services, including Microsoft Azure. The Azure Advanced Cloud Engineer 2 – Customer Focused serves as the primary engineering contact for customers, driving resolution of complex technical problems, supporting Azure projects, and representing customer needs within Azure engineering. The role partners with customer success, cloud architecture, technical support, and engineering teams to deliver a world-class support experience.
Responsibilities
- With minimal oversight, track customer incidents, engage with strategic customers and partners to understand issues, contribute to troubleshooting through diagnostics, communicate progress and next steps to customers with a focus on reducing time taken to mitigate critical incidents
- Use engineering and support tools, customer telemetry and/or direct customer input to detect and flag issues in the products or with the customer usage of the products. Help customers stay current with best practices by sharing content
- Identify and leverage developmental opportunities across product areas and business processes (e.g., mentorships, shadowing, trainings) for professional growth and to develop technical skills to resolve customer issues
- With minimal guidance, serve as a connecting point between the product team and customers throughout the engagement life cycle, engage with customers to understand their business and availability needs, develop and offer proactive guidance on designing configurations and deploying solutions on Azure with support from subject matter experts
- Handle critical escalations on customer issues from the customer or support or field teams, conduct impact analysis, help customers with answers to their technical questions, and serve as an escalation resource in areas of subject matter expertise
- Conduct in-depth root cause analysis of issues and translates findings into opportunities for improvement and track and drive them as repair items
- Act as the voice of customers and channel product feedback from strategic customers to product groups. Identify customer usage patterns and drive resolutions on reoccurring issues with product groups. Close the feedback loop with the customers on product features
- With minimal guidance, partner with other teams (e.g., program managers, software engineers, product, customer service support teams), prioritize, unblock, and resolve critical customer issues
- Collaborate with stakeholders to support delivery of solutions to strategic customers and resolving customer issues
Skills
- * 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
- * 2+ years of demonstrated experience supporting and troubleshooting enterprise level, mission-critical applications and infrastructure resolving complex issues/situations and driving technical resolution across cross-functional organizations
- * 1+ years of Experience with being on-call and driving mitigation for mission critical incidents
- * Technical Skills: Demonstrated hands-on experience with expertise in one or more of the following Cloud technologies:
- * Communication skills: ability to empathize with customers and convey confidence. Able to explain highly technical issues to varied audiences. Able to prioritize and advocate customer's needs to the proper channels. Take ownership and work towards a resolution
- * Customer Obsession: Passion for customers and focus on delivering the right customer experience
- * Growth Mindset: Openness and ability to learn new skills and technologies in a fast-paced environment
Benefits
- Certain roles may be eligible for benefits and other compensation.
Company Overview
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