Advanced Cloud Engineer 2 – Customer Focused
Technology, Data & Digital · Software & Web Development · Software Engineering · Data Analysis · Product Management
In short
Microsoft Azure Engineering Operations is seeking an Advanced Cloud Engineer 2 focused on customer experience to provide primary support and engineering for Azure customers. This role involves resolving complex technical issues, acting as the voice of the customer, and collaborating with field and engineering teams to enhance customer satisfaction and platform reliability.
Responsibilities
- Flag patterns of defects and issues across customers using engineering tools and telemetry.
- Inform customers and partners about complex active issues and progress.
- Synthesize feedback to identify and resolve feature and knowledge gaps.
- Recommend content improvements and develop metrics for evaluation.
- Conduct health checks to ensure customer environments are optimized.
- Provide guidance on understanding and implementing new versions.
- Handle complex escalations and conduct impact and root cause analysis.
- Serve as an escalation resource and represent the team on complex issues.
- Act as a voice of customers, providing feedback on business plans and product changes.
- Partner with teams to prioritize and drive resolutions for high-impact customer issues.
- Lead discussions on customer progression and provide expertise on resolution plans.
- Proactively communicate trends to product teams to improve service reliability.
- Develop mechanisms to improve customer health engagement and reduce turnover time.
Requirements
- 7+ years of demonstrated IT experience supporting and troubleshooting enterprise applications.
- Experience working in a customer/client-facing technical role, preferably supporting cloud-based technologies.
- Hands-on experience with Monitoring & Observability, application/resource troubleshooting, and analyzing telemetry and alerts.
- Familiarity with Azure and Kusto Query Language (KQL) is preferred.
- Exposure to AI/AI-powered troubleshooting and automation is a plus.
- Experience in computing, networking, or distributed systems is preferred.
- Strong customer focus with the ability to understand customer needs and drive issues toward resolution.
- Ability to explain technical concepts clearly to both technical and non-technical audiences.
- Strong troubleshooting, analytical, and problem-solving skills.
- Ability to collaborate effectively across engineering, product, and support teams.
- Demonstrated ownership, accountability, and willingness to learn.
- Willingness to participate in a 24x7 on-call rotation.
- Passion for learning new technologies and applying them to solve customer problems.
- Comfortable working in a fast-paced environment with evolving technologies and priorities.
- Interest in AI, automation, Monitoring & Observability, and cloud operations.
- Hands-on experience with automation, scripting, or developing tools.
- Ability to meet Microsoft, customer, and/or government security screening requirements.
- Must complete the Microsoft Cloud Background Check upon hire/transfer and every two years thereafter.
Desired Qualifications
- Exposure to AI/AI-powered troubleshooting and automation is a plus.
- Experience in computing, networking, or distributed systems is preferred.
- Interest in AI, automation, Monitoring & Observability, and cloud operations.
Benefits
- Work on one of the fastest-growing teams within Microsoft Azure Engineering.
- Surround yourself with people passionate about cloud computing.
- Opportunity to achieve career goals in an inclusive culture.
#cloud computing#customer support#engineering#technical support#azure#ai#automation#monitoring#observability#kql
Company
Microsoft
Job Posted
4 weeks ago
Employment Type
Full Time
WorkMode
Hybrid
Experience Level
Mid-Senior
Locations
United States
Applicants
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