The Job

Azure Cloud Customer Experience Engineer 2

Teknik, data och digitalt · Mjukvaru- och webbutveckling · Mjukvaruutveckling · Produktledning

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As an Azure Cloud Customer Experience Engineer 2 at Microsoft, you will be the primary support and engineering contact for customers, resolving complex critical problems and supporting key Azure projects. You will act as the voice of the customer, escalating issues and driving platform improvements, while collaborating with field teams and Azure engineering teams.

Ansvarsområden

  • Utilize engineering tools, customer telemetry, and direct input to identify patterns of defects and issues across customers.
  • Inform customers and partners about complex thematic active issues, progress, and next steps.
  • Synthesize feedback to identify and resolve feature and knowledge gaps and KPIs in the product.
  • Recommend content improvements 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 and respond to immediate issues.
  • Proactively provide guidance on designing configurations and deploying solutions on Microsoft platforms.
  • Handle complex escalations from support or field teams, conducting impact analysis to determine priority.
  • Conduct deep root cause analysis and convert them into improvement opportunities.
  • Act 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, providing input on business plans based on feedback.
  • Identify customer usage patterns and drive resolutions for recurring issues with engineering and product groups.
  • Engage with feature and product groups on redesigns and customer-requested changes.
  • Close the loop of feedback with customers on product features.
  • Partner with program managers, software engineers, product, and CSS teams to prioritize and drive resolutions of complex, high-impact customer issues.
  • Lead discussions 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 engineering/product teams to develop mechanisms that improve customer health engagement and reduce turnover time.

Krav

  • Bachelor's Degree in Engineering, Computer Science, Information Technology (IT), Data Analytics/Science, Artificial Intelligence (AI), or related field AND 2+ years of experience in the 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 of experience in an external customer/client-facing role.
  • 2+ years of experience working on cloud computing technologies.
  • Experience with being on-call.
  • Technical Skills: Cloud computing technologies.
  • Demonstrated hands-on experience in one or more of the following: Core IaaS (Compute, Storage, Networking, High Availability, Azure Kubernetes Service), Data Platform and Big Data (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, convey confidence, explain highly technical issues to varied audiences, prioritize and advocate customer’s needs, and take ownership towards 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.
  • Ability to meet Microsoft, customer and/or government security screening requirements, including Microsoft Cloud Background Check.

Förmåner

  • Opportunity to join one of the fastest-growing teams within Microsoft Azure Engineering.
  • Work in a diverse and inclusive environment where empowering customers starts with empowering the team.
  • Surround yourself with people who are passionate about cloud computing and believe extraordinary support is critical to customer success.
  • Employee benefits may include religious accommodations and/or reasonable accommodation due to a disability during the application process.
#Azure#Cloud Computing#Customer Experience#Engineering#Support#Technical Support#Incident Management#Problem Solving#Cloud Services#IaaS#PaaS#Data Platform#Big Data
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Företag

Microsoft

Publicerade jobb

för 3 veckor sedan

Anställningstyp

Heltid

Arbetsform

Hybrid

Erfarenhetsnivå

Mellannivå

Platser

United States

Kvalifikation

Kandidatexamen

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