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About the Role

Every minute of every day, customers stake their entire business and reputation on Microsoft Cloud. The Azure Engineering Operations (EngOps) team believes that when we meet our high standards for quality and reliability, our customers win. Our vision is to turn Microsoft Cloud customers into fans. We are customer obsessed problem-solvers who orchestrate deep engagements in areas like incident management, support and enablement. We analyze and amplify those customer voices, both within our own team, and across the Cloud + AI team, bringing the customer connection to the Quality vision for Azure. We innovate ways to scale what we learn across our customer base. Diversity and inclusion are central to who we are, how we work, and what we enable our customers to achieve. As an Azure Cloud Customer Experience Engineer 2, you are the primary support and engineering contact accountable for the customer’s Azure support experience driving resolution of complex critical problems and supporting key customer projects on Azure. You will also act as the voice of the customer within Azure to escalate problems and to drive prioritization of platform/support improvement needs for customers. In this role, you will work together with field teams and Azure engineering teams with our mission to turn Azure customers into fans with a world-class engineering-led support experience.

Responsibilities

Utilizes engineering tools, customer telemetry and direct input to flag patterns of defects/signals in products or issues across customers.
Informs customers and partners about complex thematic active issues, progress made, and discusses next steps.
Synthesizes feedback from customers and partners to learn about product usage and identify/resolve feature and knowledge gaps and key performance indicators (KPIs).
Recommends changes to content improvement or troubleshooting guides and develops metrics to evaluate changes.
Conducts health checks using cross-systems to ensure customer environments are optimized and configured for deployment.
Provides guidance to customers on understanding and implementing new versions.
Serves as a connecting point between the engineering team and customers throughout the solution’s lifecycle.
Responds to and resolves immediate issues throughout the solution lifecycle.
Proactively provides guidance to customers on designing configurations and deploying solutions on Microsoft platforms.
Handles complex escalations on customer issues from support or field teams.
Conducts impact analysis to determine the priority of escalations.
Conducts deep root cause analysis of issues and converts them into improvement opportunities.
Serves as an escalation resource in areas of subject matter expertise.
Represents the team on highly complex issues and answers a large variety of technical questions and concerns.
Acts as a voice of customers and leverages customer feedback to provide input on business plans.
Identifies customer usage patterns and drives resolutions on reoccurring customer issues with engineering and product/business groups.
Engages with feature and product groups on redesign/customer requested changes for Microsoft products.
Closes the loop of feedback with customers on product features.
Partners with other teams to prioritize and drive resolutions of complex, high-impact customer issues and integration of customer features into products.
Leads discussions with stakeholders on customer progression and provides expertise on resolution plans for common customer issues.
Proactively communicates the translation of signals into actionable insights/trends to product teams to improve service reliability.
Leads coordination with stakeholders to develop mechanisms that improve customer health engagement and reduce turnover time.

Requirements

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.
4 years of demonstrated IT experience supporting and troubleshooting enterprise level, mission-critical applications resolving complex issues/situations and driving technical resolution across cross-functional organizations.
4+ years’ experience in an external customer / client facing role.
2+ years of experience working on cloud computing technologies.
Experience with being on-call.
Ability to meet Microsoft, customer and / or government security screening requirements.
Must pass the Microsoft Cloud Background Check upon hire / transfer and every two years thereafter.

Skills

Cloud computing technologies
Core IaaS: Compute, Storage, Networking, High Availability, Azure Kubernetes Service
Data Platform and Bigdata: SQL Server, Azure SQL DB, HDInsight/Hadoop, Machine Learning, Azure Stream Analytics, Azure Data Factory / Data Bricks, Cosmos DB
Azure PaaS Services: Redis Cache, Service Bus, Event Hub, Cloud Service, IoT suite, Mobile Apps, etc.
Communication skills: ability to empathize with customers and convey confidence.
Ability to explain highly technical issues to varied audiences.
Ability 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.

Location

Remote

Work Type

Full-time

Experience Level

2+ years
4+ years

Education Level

Bachelor's Degree in Engineering, Computer Science, Information Technology (IT), Data Analytics/Science, Artificial Intelligence (AI), or related field

About the Company

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.

Equal Opportunity

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 with religious accommodations and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations.