Microsoft
Azure Advanced Cloud Engineer 2 – Customer Focus
Microsoft, San Francisco, California, United States, 94199
Apply as an Azure Advanced Cloud Engineer 2 – Customer Focus at Microsoft. You will serve as the primary engineering contact for our Azure customers, driving technical resolution for complex incidents and partnering across teams to deliver a world‑class Azure support experience.
Microsoft’s mission is to empower every person and every organization on the planet to achieve more. Our cloud customers rely on the Azure platform for their most critical workloads; the success of those customers depends on high quality, reliable support.
Responsibilities Technically Oriented
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.
Customer Solution Lifecycle Management
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 translate findings into opportunities for improvement and track and drive them as repair items.
Relationship/Experience Management
Act as the voice of customers and channel product feedback from strategic customers to product groups. Identify customer usage patterns and drive resolutions on recurring issues with product groups, and 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.
Required Qualifications
Bachelor’s Degree in 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 and driving technical resolution across cross‑functional organizations.
1+ years of experience with being on‑call and driving mitigation for mission‑critical incidents.
Other Requirements
Must meet Microsoft, customer and/or government security screening requirements. This includes, but is not limited to, a Microsoft Cloud Background Check upon hire/transfer and every two years thereafter.
Preferred Qualifications
Technical Skills: Demonstrated hands‑on experience with expertise in one or more of the following Cloud technologies:
Core IaaS: Compute (Windows/Linux), Storage, Networking, Kubernetes, High Availability
Data Platform and Big Data: Azure SQL DB, Cosmos DB, PostgreSQL on Azure, Azure Databricks, Azure Data Factory, AI/ML
Azure PaaS Services: App Services, Azure Functions, Redis Cache, Event Hub
Monitoring technologies: Azure Monitor, Log Analytics, Grafana, Datadog, Confluent and similar technologies.
Communication skills: ability to empathize with customers and convey confidence. Able to explain highly technical issues to varied audiences. Ability to prioritize and advocate customer needs to the proper channels. Take ownership and work toward 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.
Customer Experience Engineering IC3: The typical base pay range for this role across the U.S. is USD $100,600 – $199,000 per year. In the San Francisco Bay area and New York City metropolitan area, the base pay range is USD $131,400 – $215,400 per year. Certain locations may have different ranges. This role may be eligible for benefits and other compensation. Find additional benefits and pay information at
https://careers.microsoft.com/us/en/us-corporate-pay .
Microsoft will accept applications and process offers for these roles on an ongoing basis.
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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Microsoft’s mission is to empower every person and every organization on the planet to achieve more. Our cloud customers rely on the Azure platform for their most critical workloads; the success of those customers depends on high quality, reliable support.
Responsibilities Technically Oriented
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.
Customer Solution Lifecycle Management
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 translate findings into opportunities for improvement and track and drive them as repair items.
Relationship/Experience Management
Act as the voice of customers and channel product feedback from strategic customers to product groups. Identify customer usage patterns and drive resolutions on recurring issues with product groups, and 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.
Required Qualifications
Bachelor’s Degree in 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 and driving technical resolution across cross‑functional organizations.
1+ years of experience with being on‑call and driving mitigation for mission‑critical incidents.
Other Requirements
Must meet Microsoft, customer and/or government security screening requirements. This includes, but is not limited to, a Microsoft Cloud Background Check upon hire/transfer and every two years thereafter.
Preferred Qualifications
Technical Skills: Demonstrated hands‑on experience with expertise in one or more of the following Cloud technologies:
Core IaaS: Compute (Windows/Linux), Storage, Networking, Kubernetes, High Availability
Data Platform and Big Data: Azure SQL DB, Cosmos DB, PostgreSQL on Azure, Azure Databricks, Azure Data Factory, AI/ML
Azure PaaS Services: App Services, Azure Functions, Redis Cache, Event Hub
Monitoring technologies: Azure Monitor, Log Analytics, Grafana, Datadog, Confluent and similar technologies.
Communication skills: ability to empathize with customers and convey confidence. Able to explain highly technical issues to varied audiences. Ability to prioritize and advocate customer needs to the proper channels. Take ownership and work toward 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.
Customer Experience Engineering IC3: The typical base pay range for this role across the U.S. is USD $100,600 – $199,000 per year. In the San Francisco Bay area and New York City metropolitan area, the base pay range is USD $131,400 – $215,400 per year. Certain locations may have different ranges. This role may be eligible for benefits and other compensation. Find additional benefits and pay information at
https://careers.microsoft.com/us/en/us-corporate-pay .
Microsoft will accept applications and process offers for these roles on an ongoing basis.
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.
#J-18808-Ljbffr