Service Engineer

Are you passionate about cloud computing, obsessed with customer experience, and driven to resolve complex issues under pressure? Do you thrive in high-stakes, live environments and want to play a pivotal role in ensuring the reliability of Microsoft’s cloud platform? If so, the Azure Customer Experience (CXP) team has the opportunity for you.

• Collaborate closely with Engineering/PM to ensure the availability, performance of Live Site and the satisfaction of our customers
• Manage high-severity incidents (SEV0/SEV1/SEV2) across Azure services, serving as the single point of accountability to ensure rapid detection, triage, resolution, and customer communication
• Act as the central authority during live site incidents, driving real-time decision-making and coordination across Engineering, Support, PM, Communications, and Field teams
• Provide calm, decisive leadership in crisis situations, escalating as needed to senior leadership
• Promote a customer-first culture by prioritizing availability, reliability, and platform trust in every response
• Contribute in analyzing customer-impacting signals from telemetry, support cases, and feedback to identify root causes, drive incident reviews (RCAs/PIRs), and implement preventative service improvements
• Contribute to Azure platform improvements by incorporating learnings from live site events and customer feedback, ensuring improved reliability, observability, and supportability
• Collaborate closely with Engineering and Product teams to influence and implement service resiliency enhancements, auto-remediation tools, and customer-centric mitigation strategies
• Identify and advocate for customer self-service capabilities, improved documentation, and scalable solutions that empower customers to resolve common issues independently
• Contribute to the development and adoption of incident response playbooks, mitigation levers, and operational frameworks aligned to real-world support scenarios and strategic customer needs
• Contribute to the design of next-generation architecture for cloud infrastructure services with a focus on reliability and strategic customer support outcomes
• Build and maintain cross-functional partnerships, ensuring alignment across engineering, business, and support organizations
• Be data-driven and results-focused, using metrics to evaluate incident response effectiveness and platform health
• Apply engineering mindset to operational challenges, balancing agility, scalability, and technical quality in collaboration with peers
• Demonstrate strong collaboration and results-focused execution under pressure while working closely with other teams

• 5+ years’ proven expertise in mission-critical cloud operations, high-severity incident response, SRE, or large-scale systems engineering on hyperscale platforms like Azure, AWS, or GCP
• Exceptional command-and-control communication skills—able to drive clarity and direction with customers - internal Microsoft stakeholders and third-party vendors during ambiguity and chaos
• Deep understanding of cloud architecture patterns, microservices, and containerization
• Demonstrated ability to make decisions quickly, under pressure, and with limited data—without compromising long-term reliability
• Familiarity with monitoring and observability tools (e.g., Grafana, Prometheus, Datadog, Splunk, New Relic)
• Contribute to implement observability frameworks to proactively detect performance bottlenecks
• Strong knowledge of CI/CD pipelines, container orchestration (Kubernetes, Docker), and infrastructure as code (Terraform, ARM, Bicep)
• Familiarity with AI/ML frameworks and cloud AI services
• Experience implementing AI-driven monitoring, alerting, and remediation systems
• Fluency in one or more automation languages (PowerShell, Python, CLI, etc.)
• Understanding ITIL or other incident management frameworks is a must
• Understand High Availability, Disaster Recovery, Business Continuity, Performance Tuning
• Demonstrates strategic thinking, quantitative and analytical skills, team leadership, and collaboration
• Excellent problem resolution, judgment, negotiating and decision-making skills
• Strong knowledge of Windows Platform or Linux, developer tools and ability to diagnose and debug user code
• Effectively manage and prioritize multiple tasks in accordance with high-level objectives/projects
• Excellent communication skill (written + verbal) in English, especially in high-pressure scenarios
• Ability to communicate with a variety of audiences; including high-profile customers, executive management, and engineering teams
• Experience with Azure, AWS, or GCP core services and their interdependence
• Bachelor’s or master’s degree in computer science, Information Technology, or equivalent experience

• Industry leading healthcare
• Educational resources
• Discounts on products and services
• Savings and investments
• Maternity and paternity leave
• Generous time away
• Giving programs

Microsoft Azure is one of the most exciting and strategic products at Microsoft—powering mission-critical workloads for enterprises, governments, and startups around the world. Azure delivers on-demand, hyper-scale infrastructure and platforms via Microsoft's global data centers, enabling customers to build, host, and scale their applications with confidence.