Job description

Microsoft’s mission is to empower every person and every organization on the planet to achieve more. 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 and we are focused on Strategic Azure Customers. We are customer-obsessed problem-solvers. We orchestrate and drive deep engagements in areas like Incident Management, Problem Management, Support, Resiliency, and empowering the customers. We represent the customer and amplify customer voice with Azure Engineering connecting to the quality vision for Azure. We innovate and find ways to scale our learning across our customer base. Are you constantly customer-obsessed and passionate about solving complex technical problems? Do you take pride in enhancing customer experience through innovation? If the answer is Yes, then join us and surround yourself with people who are passionate about cloud computing and believe that extraordinary support is critical to customer success. As a customer focused **Senior 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 with our mission to turn Azure customers into fans with world-class engineering-led support experience. Microsoft’s mission is to empower every person and every 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. Each day we build on our values of respect, integrity, and accountability to create a culture of inclusion where everyone can thrive at work and beyond. • *Responsibilities** • *Technical** **Expertise** + Track customer incidents,engage with strategic customers and partners to understand issues,contribute totroubleshootingthrough diagnostics,communicate progress and next steps to customerswitha focus onreducing time taken to mitigate critical incidents. + Useengineeringand supporttools, customertelemetryand/or direct customer input todetect andflagtrends/patterns ofissuesin the products or products misuse across customers.Develop and share insights and best practices with customers. + Recommend and help develop training/readiness modules (e.g., mentoring, leading triages, content creation, brown bag sessions, blogs, quality assurance checks).Acts as a mentor, shares knowledge, and contributes to the content and readiness strategy for theteam. • *Customer Solution Lifecycle Management** + Serve as a connecting point between theproductteam and customers throughout theengagementlifecycle,engage with customers to understand their business and availability needs,developand offerproactive guidanceon designing configurations and deploying solutions onAzure. + Handle complex escalations on customer issues from thecustomer orsupport or field teams, conduct impactanalysis,help customers withanswers to theirtechnical questions,andserve as an escalation resource in areas of subject matterexpertise. + Conductin-depthroot cause analysis of issues andtranslatesfindingsinto opportunitiesfor improvementandtrackand drivethem as repair items. • *Relationship/Experience Management** + Act as voice of customers andsynthesize product feedback from strategic customersto provide input on business plans developed by the product groups.Identifycustomer usage patterns anddriveresolutions onreoccurringissues with product groups. Close the feedbackloopwith the customers on product features. + Partner with other teams (e.g., program managers, software engineers, product, customer service support teams), prioritize, unblock, and resolvecriticalcustomer issues. + Collaborate with stakeholderstodeliver solutions to strategic customers anddevelop mechanisms that improvecustomerhealthand reducethe turnovertime. The role also involves periodic on-call responsibilities, including after-hours and late-night support. Embody our culture (https://careers.microsoft.com/v2/global/en/culture) and values (https://www.microsoft.com/en-us/about/corporate-values) . • *Qualifications** • *Required/Minimum Qualifications:** + Bachelor's Degree in Engineering, Computer Science, Information Technology (IT), Data Analytics/Science, Artificial Intelligence (AI), or related field AND 4+ years’ experience in technology industry, cloud, technical support, and/or customer experience engineering OR equivalent experience.  + 4+ 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. + 2+ years of Experience with being on-call and driving mitigation for mission critical incidents. • *Other Requirements:** + **Citizenship & Citizenship Verification:** This position requires verification of U.S. citizenship due to citizenship-based legal restrictions. Specifically, this position supports United States federal, state, and/or local _[or applicable country_ ] government agency customers and is subject to certain citizenship-based restrictions where required or permitted by applicable law. To meet this legal requirement, and as a condition of employment, the successful candidate’s citizenship will be verified via a valid passport. + **Microsoft Cloud Background Check** : This position will be required to pass the Microsoft Cloud background check upon hire/transfer and every two years thereafter. • *Preferred/Additional Qualifications:** + Ability and Willingness to acquire and maintain a US Government Clearance (or already have one) + Technical Skills: Demonstrated hands-on experience with Subject Matter Expert level expertisein one or more of the following Cloud technologies: + Core IaaS: Compute (Windows/Linux), Storage, Networking, Kubernetes, High Availability + Data Platform and Bigdata: Azure SQL DB, Cosmos DB, PostgreSQL on Azure, Azure Data Bricks, Azure Data Factory, AI/ML + Azure PaaS Services: App Services, Azure Functions, Redis Cache, and Event Hub. + Monitoring technologies: Azure Monitor, Log Analytics, Grafana, Datadog,Confluent and similar technologies. + Prior experience working with US Federal / State / Local Governments. + Demonstrated ability to empathize with customers and ability 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. Customer Experience Engineering IC4 - The typical base pay range for this role across the U.S. is USD $119,800 - $234,700 per year. There is a different range applicable to specific work locations, within the San Francisco Bay area and New York City metropolitan area, and the base pay range for this role in those locations is USD $158,400 - $258,000 per year. Certain roles may be eligible for benefits and other compensation. Find additional benefits and pay information here: https://careers.microsoft.com/us/en/us-corporate-pay Microsoft will accept applications and processes offers for these roles on an ongoing basis. \#AZCXP #AZCXPACE #AzureCXP 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 (https://careers.microsoft.com/v2/global/en/accessibility.html) . Microsoft’s mission is to empower every person and every organization on the planet to achieve more. 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 and we are focused on Strategic Azure Customers. We are customer-obsessed problem-solvers. We orchestrate and drive deep engagements in areas like Incident Management, Problem Management, Support, Resiliency, and empowering the customers. We represent the customer and amplify customer voice with Azure Engineering connecting to the quality vision for Azure. We innovate and find ways to scale our learning across our customer base. Are you constantly customer-obsessed and passionate about solving complex technical problems? Do you take pride in enhancing customer experience through innovation? If the answer is Yes, then join us and surround yourself with people who are passionate about cloud computing and believe that extraordinary support is critical to customer success. As a customer focused **Senior 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 with our mission to turn Azure customers into fans with world-class engineering-led support experience. Microsoft’s mission is to empower every person and every 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. Each day we build on our values of respect, integrity, and accountability to create a culture of inclusion where everyone can thrive at work and beyond. • *Responsibilities** • *Technical** **Expertise** + Track customer incidents,engage with strategic customers and partners to understand issues,contribute totroubleshootingthrough diagnostics,communicate progress and next steps to customerswitha focus onreducing time taken to mitigate critical incidents. + Useengineeringand supporttools, customertelemetryand/or direct customer input todetect andflagtrends/patterns ofissuesin the products or products misuse across customers.Develop and share insights and best practices with customers. + Recommend and help develop training/readiness modules (e.g., mentoring, leading triages, content creation, brown bag sessions, blogs, quality assurance checks).Acts as a mentor, shares knowledge, and contributes to the content and readiness strategy for theteam. • *Customer Solution Lifecycle Management** + Serve as a connecting point between theproductteam and customers throughout theengagementlifecycle,engage with customers to understand their business and availability needs,developand offerproactive guidanceon designing configurations and deploying solutions onAzure. + Handle complex escalations on customer issues from thecustomer orsupport or field teams, conduct impactanalysis,help customers withanswers to theirtechnical questions,andserve as an escalation resource in areas of subject matterexpertise. + Conductin-depthroot cause analysis of issues andtranslatesfindingsinto opportunitiesfor improvementandtrackand drivethem as repair items. • *Relationship/Experience Management** + Act as voice of customers andsynthesize product feedback from strategic customersto provide input on business plans developed by the product groups.Identifycustomer usage patterns anddriveresolutions onreoccurringissues with product groups. Close the feedbackloopwith the customers on product features. + Partner with other teams (e.g., program managers, software engineers, product, customer service support teams), prioritize, unblock, and resolvecriticalcustomer issues. + Collaborate with stakeholderstodeliver solutions to strategic customers anddevelop mechanisms that improvecustomerhealthand reducethe turnovertime. The role also involves periodic on-call responsibilities, including after-hours and late-night support. Embody our culture (https://careers.microsoft.com/v2/global/en/culture) and values (https://www.microsoft.com/en-us/about/corporate-values) . • *Qualifications** • *Required/Minimum Qualifications:** + Bachelor's Degree in Engineering, Computer Science, Information Technology (IT), Data Analytics/Science, Artificial Intelligence (AI), or related field AND 4+ years’ experience in technology industry, cloud, technical support, and/or customer experience engineering OR equivalent experience.  + 4+ 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. + 2+ years of Experience with being on-call and driving mitigation for mission critical incidents. • *Other Requirements:** + **Citizenship & Citizenship Verification:** This position requires verification of U.S. citizenship due to citizenship-based legal restrictions. Specifically, this position supports United States federal, state, and/or local _[or applicable country_ ] government agency customers and is subject to certain citizenship-based restrictions where required or permitted by applicable law. To meet this legal requirement, and as a condition of employment, the successful candidate’s citizenship will be verified via a valid passport. + **Microsoft Cloud Background Check** : This position will be required to pass the Microsoft Cloud background check upon hire/transfer and every two years thereafter. • *Preferred/Additional Qualifications:** + Ability and Willingness to acquire and maintain a US Government Clearance (or already have one) + Technical Skills: Demonstrated hands-on experience with Subject Matter Expert level expertisein one or more of the following Cloud technologies: + Core IaaS: Compute (Windows/Linux), Storage, Networking, Kubernetes, High Availability + Data Platform and Bigdata: Azure SQL DB, Cosmos DB, PostgreSQL on Azure, Azure Data Bricks, Azure Data Factory, AI/ML + Azure PaaS Services: App Services, Azure Functions, Redis Cache, and Event Hub. + Monitoring technologies: Azure Monitor, Log Analytics, Grafana, Datadog,Confluent and similar technologies. + Prior experience working with US Federal / State / Local Governments. + Demonstrated ability to empathize with customers and ability 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. Customer Experience Engineering IC4 - The typical base pay range for this role across the U.S. is USD $119,800 - $234,700 per year. There is a different range applicable to specific work locations, within the San Francisco Bay area and New York City metropolitan area, and the base pay range for this role in those locations is USD $158,400 - $258,000 per year. Certain roles may be eligible for benefits and other compensation. Find additional benefits and pay information here: https://careers.microsoft.com/us/en/us-corporate-pay Microsoft will accept applications and processes offers for these roles on an ongoing basis. \#AZCXP #AZCXPACE #AzureCXP 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 (https://careers.microsoft.com/v2/global/en/accessibility.html) .

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