Customer Experience Engineering IC3

Overview

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. If we falter, our customers fail their end-customers. Our vision is to turn Microsoft Cloud customers into fans. We are the ACES Strategic team (Advanced Cloud Engineering & Supportability), a global engineering team in Azure CXP focused on Strategic Azure Customers. We are customer-obsessed problem-solvers who orchestrate and drive deep engagements in areas like Incident Management, Problem Management, Support, and Resiliency, empowering customers and amplifying customer voice with Azure Engineering.

Diversity and inclusion are central to who we are, how we work, and what we enable our customers to achieve. We empower our customers by empowering our team to show up authentically, work in ways that are best for them, and achieve their career goals.

If you are customer-obsessed and passionate about solving complex technical problems, and if you take pride in enhancing customer experience through innovation, join us to work with people who are passionate about cloud computing and believe extraordinary support is critical to customer success.

Role

As a customer-focused Advanced Cloud Engineer, you are the primary engineering contact accountable for your customer’s support experience on Azure. You will drive resolution of critical and complex problems, support key customer projects on Azure, and be the voice of the customer within Azure. In this role, you will work in partnership with Customer Success Account Managers, Cloud Solution Architects, Technical Support Engineers, and Azure engineering to turn Azure customers into fans with a world-class engineering-led support experience. This role offers flexibility to work up to 50% from home.

Microsoft’s mission is to empower every person and organization to achieve more. We value respect, integrity, accountability, and a culture of inclusion where everyone can thrive at work and beyond.

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 to mitigate critical incidents.
• Use engineering and support tools, customer telemetry, and direct customer input to detect and flag issues in products or customer usage; share best practices and content with customers.
• Identify and leverage developmental opportunities across product areas and business processes for professional growth and technical skill development 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, and offer proactive guidance on designing configurations and deploying solutions on Azure with support from subject matter experts.
• Handle critical escalations, conduct impact analysis, answer technical questions, and serve as an escalation resource in areas of subject matter expertise.
• Conduct in-depth root cause analysis and translate findings into opportunities for improvement, tracking and driving them as repair items.

• Relationship/Experience Management: Act as the voice of customers and channel product feedback to product groups; identify usage patterns and drive resolutions for recurring issues; close the feedback loop with customers on product features.
• Partner with other teams to prioritize, unblock, and resolve critical customer issues with minimal guidance; collaborate with stakeholders to deliver solutions for strategic customers.

Qualifications

Required Qualifications

• Bachelor\’s Degree in Engineering, Computer Science, Information Technology (IT), Data Analytics/Science, Artificial Intelligence (AI), or related field AND experience in technology industry, cloud, technical support, and/or customer experience engineering, or equivalent experience.
• Demonstrated experience supporting and troubleshooting enterprise-level, mission-critical applications and infrastructure, resolving complex issues and driving technical resolution across cross-functional organizations.
• Experience with being on-call and driving mitigation for mission-critical incidents.

Preferred Qualifications

• Technical Skills: Hands-on experience with one or more Cloud technologies (Core IaaS, Data Platform and Big Data, Azure PaaS, Monitoring);
• Communication: ability to empathize with customers and convey confidence; explain highly technical issues to varied audiences; prioritize and advocate customer needs.
• Customer Obsession: Passion for delivering the right customer experience.
• Growth Mindset: Ability to learn new skills and technologies in a fast-paced environment.
• Security and Compliance: Ability to meet Microsoft, customer, and government security screening requirements (Microsoft Cloud Background Check on hire/transfer and every two years).

Equal employment opportunity statement: 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 during the application process, read more about requesting accommodations.