The Job

Advanced Cloud Engineer 2 - Customer Focused

Technology, Data & Digital · Software & Web Development · Software Engineering · Data Engineering

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In short

This role is for an Advanced Cloud Engineer 2 who will be the primary support and engineering contact for customer Azure support experiences, driving resolution of complex critical problems and supporting key customer projects. You will act as the voice of the customer within Azure, escalating issues and prioritizing platform/support improvement needs.

Responsibilities

  • Flag patterns of defects/signals in products or issues across customers using engineering tools, customer telemetry, and direct input.
  • Inform customers and partners about complex thematic active issues, progress, and next steps.
  • Synthesize customer and partner feedback to identify product usage patterns, feature/knowledge gaps, and KPIs.
  • Recommend changes to content improvement or troubleshooting guides and develop metrics to evaluate changes.
  • Conduct health checks to ensure customer environments are optimized and configured for deployment.
  • Provide guidance on understanding and implementing new versions.
  • Serve as a connection point between the engineering team and customers throughout the solution lifecycle.
  • Respond to and resolve immediate issues throughout the solution lifecycle.
  • Proactively provide guidance on designing configurations and deploying solutions on Microsoft platforms.
  • Handle complex escalations from support or field teams and conduct impact analysis.
  • Conduct deep root cause analysis of issues and convert them into improvement opportunities.
  • Represent the team on highly complex issues and answer technical questions.
  • Act as a voice of customers and leverage feedback for input on business plans.
  • Identify customer usage patterns and drive resolutions for recurring issues with engineering and product groups.
  • Engage with feature and product groups on redesigns/customer-requested changes for Microsoft products.
  • Close the feedback loop with customers on product features.
  • Partner with other teams to prioritize and drive resolutions of complex, high-impact customer issues and integrate customer features.
  • Lead discussions with stakeholders on customer progression and provide expertise on resolution plans.
  • Proactively communicate the translation of signals into actionable insights/trends to product teams.
  • Lead coordination with stakeholders to develop mechanisms that improve customer health engagement and reduce turnover time.

Requirements

  • 8+ years of demonstrated IT experience supporting and troubleshooting enterprise-level, mission-critical applications.
  • 6+ years of experience in an external customer/client-facing role.
  • 3+ years of experience working on cloud computing technologies.
  • Technical 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, convey confidence, explain technical issues to varied audiences, prioritize and advocate customer needs, and take ownership.
  • 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.
  • Ability to meet Microsoft, customer, and/or government security screening requirements, including Microsoft Cloud Background Check.

Desired Qualifications

  • Less than 25% travel.

Benefits

  • Microsoft is an equal opportunity employer.
  • 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.
#Cloud Computing#Customer Support#Engineering#Problem Solving#Azure#Technical Support
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Company

Microsoft

Job Posted

3 weeks ago

Employment Type

Full Time

WorkMode

Hybrid

Experience Level

Senior

Locations

United States

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