Azure Advanced Cloud Senior Engineer - Customer Focused

Azure Advanced Cloud Senior Engineer - Customer Focused | Microsoft Careers

• Track customer incidents, engage with strategic customers and partners to understand issues, contribute to troubleshooting through diagnostics, communicate progress and next steps to customers with a focus on reducing time taken to mitigate critical incidents.
• Use engineering and support tools, customer telemetry and/or direct customer input to detect and flag trends/patterns of issues in the products or products misuse across customers.
• Recommend and help develop training/readiness modules (e.g., mentoring, leading triages, content creation, brown bag sessions, blogs, quality assurance checks).
• Acts as a mentor, shares knowledge, and contributes to the content and readiness strategy for the team.
• Serve as a connecting point between the product team and customers throughout the engagement lifecycle, engage with customers to understand their business and availability needs, develop and offer proactive guidance on designing configurations and deploying solutions on Azure.
• Handle complex escalations on customer issues from the customer or support or field teams, conduct impact analysis, help customers with answers to their technical questions, and serve as an escalation resource in areas of subject matter expertise.
• Conduct in-depth root cause analysis of issues and translate findings into opportunities for improvement and track and drive them as repair items.
• Act as voice of customers and synthesize product feedback from strategic customers to provide input on business plans developed by the product groups.
• Identify customer usage patterns and drive resolutions on reoccurring issues with product groups.
• Close the feedback loop with the customers on product features.
• Partner with other teams (e.g., program managers, software engineers, product, customer service support teams), prioritize, unblock, and resolve critical customer issues.
• Collaborate with stakeholders to deliver solutions to strategic customers and develop mechanisms that improve customer health and reduce turnover time.

• Bachelor’s degree in Engineering, Computer Science, Information Technology (IT), or related field AND 6+ years of experience in technology industry, Cloud, Technical Support, and Customer Experience Engineering OR equivalent experience.
• Global collaboration is integral to our work at Microsoft, and proficiency in English is essential for effective communication in this role.
• 8+ years of demonstrated experience supporting and troubleshooting enterprise level, mission-critical applications and infrastructure resolving complex issues/situations and driving technical resolution across cross-functional organizations.
• Experience with being on-call and driving mitigation for mission critical incidents.
• Technical Skills: Demonstrated hands-on experience in one or more Cloud computing technologies.
• Communication skills: 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.
• 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.

• Flexible work
• Discounts on products and services
• Generous time away
• Giving programs
• Opportunities to network and connect

Microsoft’s mission is to empower every person and every organization on the planet to achieve more. As employees we come together with a growth mindset, innovate to empower others and collaborate to realize our shared goals. Each day we build on our values of respect, integrity, and accountability to create a culture of inclusion where everyone can thrive at work and beyond.