Microsoft
Senior Azure Advanced Customer Engineer – Customer Focus
Microsoft, Redmond, Washington, United States, 98052
Senior Azure Advanced Customer Engineer – Customer Focus
Microsoft’s mission is to empower every person and 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.
Every minute of every day, customers stake their entire business and reputation on Microsoft Cloud. The Azure Customer Experience (CXP) team believes that when we meet our high standards for quality and reliability, our customers win.
We are the ACES Strategic team (Advanced Cloud Engineering & Supportability), a global engineering team in Azure CXP focused on Strategic Azure Customers.
Responsibilities
Track customer incidents and engage with strategic customers to understand issues, contribute to troubleshooting through diagnostics, and communicate progress and next steps to reduce time to mitigation.
Use engineering and support tools, customer telemetry, and direct customer input to detect and flag trends/patterns of issues in the products or misuse across customers. Develop and share insights and best practices with customers.
Recommend and help develop training/readiness modules. Act as a mentor, share knowledge, and contribute to content and readiness strategy for the team.
Serve as a connecting point between the product team and customers throughout the engagement lifecycle, develop and offer proactive guidance on designing configurations and deploying solutions on Azure.
Handle complex escalations on customer issues from the customer or support or field teams, conduct impact analysis, and serve as an escalation resource in areas of subject matter expertise.
Conduct in-depth root cause analysis of issues and translate findings into improvement opportunities; track and drive them as repair items.
Act as voice of customers and synthesize product feedback from strategic customers to provide input on business plans. Identify usage patterns and drive resolutions on recurring issues with product groups.
Partner with other teams (program managers, software engineers, product, customer service support) to prioritize, unblock, and resolve critical customer issues.
Collaborate with stakeholders to deliver solutions to strategic customers and develop mechanisms that improve customer health and reduce turnover time.
Qualifications
Bachelor’s Degree in Engineering, Computer Science, IT, Data Analytics/Science, AI, or related field AND 4+ years experience in technology industry, cloud, technical support, and/or customer experience engineering.
4+ years of experience supporting and troubleshooting enterprise-level, mission-critical applications and infrastructure, resolving complex issues and driving technical resolution across cross-functional organizations.
2+ years of experience being on‑call and driving mitigation for mission‑critical incidents.
Other Requirements
Must meet Microsoft, customer, and/or government security screening requirements, including the Microsoft Cloud Background Check every two years.
Preferred Qualifications
Subject Matter Expert on Azure IaaS (Compute, Storage, Networking, Kubernetes, High Availability), Azure PaaS Services (App Services, Functions, Redis, Event Hub), Data Platform (SQL, Cosmos, PostgreSQL, Data Bricks, Data Factory), and monitoring (Azure Monitor, Log Analytics, Grafana, Datadog, Confluent).
Strong communication skills—able to empathize with customers, convey confidence, explain technical issues to varied audiences, prioritize and advocate customer needs.
Customer obsession, passion for delivering right customer experience.
Growth mindset, openness to learning new skills and technologies in a fast-paced environment.
Equal Opportunity Microsoft is an equal opportunity employer. Consistent with applicable law, all qualified applicants will receive consideration for employment without regard to age, ancestry, citizenship, color, family or medical care leave, gender identity or expression, genetic information, immigration status, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran or military status, race, ethnicity, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable local laws, regulations and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations.
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Every minute of every day, customers stake their entire business and reputation on Microsoft Cloud. The Azure Customer Experience (CXP) team believes that when we meet our high standards for quality and reliability, our customers win.
We are the ACES Strategic team (Advanced Cloud Engineering & Supportability), a global engineering team in Azure CXP focused on Strategic Azure Customers.
Responsibilities
Track customer incidents and engage with strategic customers to understand issues, contribute to troubleshooting through diagnostics, and communicate progress and next steps to reduce time to mitigation.
Use engineering and support tools, customer telemetry, and direct customer input to detect and flag trends/patterns of issues in the products or misuse across customers. Develop and share insights and best practices with customers.
Recommend and help develop training/readiness modules. Act as a mentor, share knowledge, and contribute to content and readiness strategy for the team.
Serve as a connecting point between the product team and customers throughout the engagement lifecycle, develop and offer proactive guidance on designing configurations and deploying solutions on Azure.
Handle complex escalations on customer issues from the customer or support or field teams, conduct impact analysis, and serve as an escalation resource in areas of subject matter expertise.
Conduct in-depth root cause analysis of issues and translate findings into improvement opportunities; track and drive them as repair items.
Act as voice of customers and synthesize product feedback from strategic customers to provide input on business plans. Identify usage patterns and drive resolutions on recurring issues with product groups.
Partner with other teams (program managers, software engineers, product, customer service support) to prioritize, unblock, and resolve critical customer issues.
Collaborate with stakeholders to deliver solutions to strategic customers and develop mechanisms that improve customer health and reduce turnover time.
Qualifications
Bachelor’s Degree in Engineering, Computer Science, IT, Data Analytics/Science, AI, or related field AND 4+ years experience in technology industry, cloud, technical support, and/or customer experience engineering.
4+ years of experience supporting and troubleshooting enterprise-level, mission-critical applications and infrastructure, resolving complex issues and driving technical resolution across cross-functional organizations.
2+ years of experience being on‑call and driving mitigation for mission‑critical incidents.
Other Requirements
Must meet Microsoft, customer, and/or government security screening requirements, including the Microsoft Cloud Background Check every two years.
Preferred Qualifications
Subject Matter Expert on Azure IaaS (Compute, Storage, Networking, Kubernetes, High Availability), Azure PaaS Services (App Services, Functions, Redis, Event Hub), Data Platform (SQL, Cosmos, PostgreSQL, Data Bricks, Data Factory), and monitoring (Azure Monitor, Log Analytics, Grafana, Datadog, Confluent).
Strong communication skills—able to empathize with customers, convey confidence, explain technical issues to varied audiences, prioritize and advocate customer needs.
Customer obsession, passion for delivering right customer experience.
Growth mindset, openness to learning new skills and technologies in a fast-paced environment.
Equal Opportunity Microsoft is an equal opportunity employer. Consistent with applicable law, all qualified applicants will receive consideration for employment without regard to age, ancestry, citizenship, color, family or medical care leave, gender identity or expression, genetic information, immigration status, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran or military status, race, ethnicity, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable local laws, regulations and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations.
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