Job description

Position: Azure Advanced Cloud Engineer 2 – Customer Focus Join to apply for the Azure Advanced Cloud Engineer 2 – Customer Focus role at Microsoft . 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. Every minute of every day, customers stake their entire business and reputation on the 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. We orchestrate and drive deep engagements in areas such as Incident Management, Problem Management, Support, Resiliency, and empowering the customers. We represent the customer and amplify the customer voice within Azure Engineering, connecting to the quality vision for Azure. We innovate and find ways to scale our learning across our customer base. 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 to reduce time 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. • 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, 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, 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 recurring issues with product groups. Close the feedback loop with the customers on product features. • Partner with other teams (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 resolve customer issues. Qualifications • 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 being on‑call and driving mitigation for mission‑critical incidents. • Other Requirements: Ability to meet Microsoft, customer and/or government security screening requirements. This position requires passing the Microsoft Cloud background check upon hire and every two years…

Requirements