Advanced Cloud Engineer 2 – Customer Focused

Technology, Data & Digital · Software & Web Development · Software Engineering · Data Science · IT Support

In short

Microsoft Azure EngOps team is seeking an Advanced Cloud Engineer 2 focusing on customer experience. This role involves resolving complex critical problems, supporting customer projects on Azure, and acting as the voice of the customer to drive platform improvements. The ideal candidate will have a Bachelor's degree, 4+ years of relevant experience, and a passion for cloud computing and customer success.

Responsibilities

Utilize engineering tools, customer telemetry, and direct input to identify defect patterns and product issues across customers.
Inform customers and partners about complex thematic active issues, progress, and next steps.
Synthesize customer and partner feedback to understand product usage and identify feature/knowledge gaps.
Recommend content improvements and develop metrics to evaluate troubleshooting guides.
Conduct health checks to ensure customer environments are optimized and configured for deployment.
Provide guidance on understanding and implementing new versions.
Serve as a liaison between engineering 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 and convert issues into improvement opportunities.
Serve as an escalation resource in areas of subject matter expertise.
Represent the team on highly complex issues and answer technical questions.
Act as the voice of customers and provide 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.
Close the feedback loop with customers on product features.
Partner with other teams to prioritize and resolve complex, high-impact customer issues.
Integrate customer features into products.
Lead discussions on customer progression and provide expertise on resolution plans.
Proactively communicate signal translation into actionable insights/trends to product teams.
Lead 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.
Advanced English level.
Bachelor's Degree in Engineering, Computer Science, or related field AND 4+ years experience in software industry experience related to technology 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.
Demonstrated hands on experience in one or more of the following: Compute, Storage, Networking, High Availability, Azure Kubernetes Service, SQL Server, Azure SQL DB, HDInsight/Hadoop, Machine Learning, Azure Stream Analytics, Azure Data Factory / Data Bricks, Cosmos DB, Redis Cache, Service Bus, Event Hub, Cloud Service, IoT suite, Mobile Apps, etc.
Ability to empathize with customers and convey confidence.
Able 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.
Passion for customers and focus on delivering the right customer experience.
Openness and ability to learn new skills and technologies in a fast-paced environment.

Skills

Cloud ComputingAzure Kubernetes ServiceSQL ServerAzure SQL DBHDInsightHadoopMachine LearningAzure Stream AnalyticsAzure Data FactoryData BricksCosmos DBRedis CacheService BusEvent HubIoT

#customer experience#cloud computing#azure#support#engineering#incident management#troubleshooting#enterprise

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