Overview
The Azure Customer Experience (CXP) team believes that when we meet our high standards for quality and reliability, our customers win. If we falter, our customers fail their end-customers. Our vision is to turn Microsoft Cloud customers into fans. We are?the ACES Strategic team (Advanced Cloud Engineering & Supportability), a global engineering team in Azure CXP and we are focused on Strategic Azure Customers. We are customer-obsessed problem-solvers. We orchestrate and drive deep engagements in areas like Incident Management, Problem Management, Support, Resiliency, and empowering the customers. We represent the customer and amplify customer voice with Azure Engineering connecting to the quality vision for Azure. We innovate and find ways to scale our learning across our customer base. Are you constantly customer-obsessed and passionate about solving complex technical problems? Do you take pride in enhancing customer experience through innovation? If the answer is Yes, then join us and surround yourself with people who are passionate about cloud computing and believe that?extraordinary support is critical to customer success. As a customer focused Advanced Cloud Engineer II, you are the?primary engineering contact accountable for your customer's support experience on Azure. You will drive resolution of critical and complex problems, support key customer projects on Azure and be the voice of the customer within Azure. In this role, you will work in partnership with Customer Success Account Managers, Cloud Solution Architects, Technical Support Engineers, and Azure engineering with our mission to turn Azure customers into fans with world-class engineering-led support experience. 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.
Responsibilities
Technical Expertise - With minimal oversight, 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 issues in the products or with the customer usage of the products. Help customers stay current with best practices by sharing content. - Identify and leverage developmental opportunities across product areas and business processes (e.g., mentorships, shadowing, trainings) for professional growth and to develop technical skills to resolve customer issues. Customer Solution Lifecycle Management - With minimal guidance, serve as a connecting point between the product team and customers throughout the engagement life cycle, engage with customers to understand their business and availability needs, develop and offer proactive guidance on designing configurations and deploying solutions on Azure with support from subject matter experts. - Handle critical 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 translates findings into opportunities for improvement and track and drive them as repair items. Relationship/Experience Management - Act as the voice of customers and channel product feedback from strategic customers to 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. - With minimal guidance, 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 support delivery of solutions to strategic customers and resolving customer issues. The role also involves periodic on-call responsibilities, including after-hours and late-night support. Embody our culture and values.
Qualifications
Required/Minimum Qualifications: - Bachelor's Degree 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.? - 2+ 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. - 1+ years of Experience with being on-call and driving mitigation for mission critical incidents. Other Requirements: - Citizenship & Citizenship Verification: This position requires verification of U.S. citizenship due to citizenship-based legal restrictions. Specifically, this position supports United States federal, state, and/or local [or applicable country] government agency customers and is subject to certain citizenship-based restrictions where required or permitted by applicable law. To meet this legal requirement, and as a condition of employment, the successful candidate's citizenship will be verified via a valid passport. - Microsoft Cloud Background Check: This position will be required to pass the Microsoft Cloud background check upon hire/transfer and every two years thereafter. Preferred/Additional Qualifications: - Ability and Willingness to acquire and maintain a US Government Clearance (or already have one) - Technical Skills: Demonstrated?hands-on experience with expertise in one or more?of the following Cloud?technologies: - Core IaaS: Compute (Windows/Linux), Storage, Networking, Kubernetes, High Availability - Data Platform and Bigdata: Azure SQL DB, Cosmos DB, PostgreSQL on Azure, Azure Data Bricks, Azure Data Factory, AI/ML - Azure PaaS Services: App Services, Azure Functions, Redis Cache, and Event Hub. - Monitoring technologies: Azure Monitor, Log Analytics, Grafana, Datadog, Confluent and similar technologies. - Prior experience working with US Federal / State / Local Governments. - Proven ability to empathize with customers. 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. Microsoft will accept applications and processes offers for these roles on an ongoing basis. Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request via the Accommodation request form. Benefits/perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work. #AZCXP #AZCXPACE #AzureCXP
Customer Experience Engineering IC3 - The typical base pay range for this role across the U.S. is USD $100,600 - $199,000 per year. There is a different range applicable to specific work locations, within the San Francisco Bay area and New York City metropolitan area, and the base pay range for this role in those locations is USD $131,400 - $215,400 per year.
Certain roles may be eligible for benefits and other compensation. Find additional benefits and pay information here:
https://careers.microsoft.com/us/en/us-corporate-pay
This position will be open for a minimum of 5 days, with applications accepted on an ongoing basis until the position is filled.
Microsoft is an equal opportunity employer. All qualified applicants will receive 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. If you need assistance with religious accommodations and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations. (https://careers.microsoft.com/v2/global/en/accessibility.html)
