Azure Advanced Cloud Engineer 2 - Customer Focused

Microsoft•Washington, DC

4d•$102,100 - $219,200

About The Position

Microsoft’s Advanced Cloud Engineering & Supportability (ACES) Strategic team is a global Engineering Operations organization focused on strategic Azure customers. The Advanced Cloud Engineer serves as the primary engineering contact accountable for a customer’s Azure support experience. The role leads resolution of critical and complex technical issues, supports customers’ key Azure initiatives, and represents the customer’s voice within Microsoft. The engineer partners closely with Customer Success Account Managers, Cloud Solution Architects, Technical Support Engineers, Product Groups, and other engineering teams. The position focuses on mission-critical customer engagements across incident management, problem management, service improvement, and customer advocacy. It also turns lessons from individual engagements into scalable improvements across Azure.

Requirements

Bachelor’s degree in Engineering, Computer Science, Information Technology, Data Analytics/Science, Artificial Intelligence, or a related field, and 2+ years of experience in the technology industry, cloud, technical support, and/or customer experience engineering, or equivalent experience.
Hands-on expertise in two or more Azure or equivalent technology areas, such as Compute, Storage, Networking, Kubernetes, SQL Database, Cosmos DB, PostgreSQL, Databricks, Azure Data Factory, App Service, Azure Functions, Redis Cache, Event Hub, Azure Monitor, or Log Analytics.
4+ years of experience supporting and troubleshooting enterprise-scale, mission-critical applications or infrastructure, including resolving complex technical issues across cross-functional organizations.
2+ years of customer-facing experience, with demonstrated ability to prioritize, advocate for, and communicate customer needs to stakeholders.
1+ years of on-call experience leading mitigations of mission-critical incidents.
Strong communication and customer-engagement skills, including the ability to build trust, communicate complex technical issues to varied audiences, and lead recurring customer business reviews.
Ability to meet Microsoft, customer, and/or government security screening requirements, including passing the Microsoft Cloud Background Check upon hire or transfer and every two years thereafter.

Responsibilities

Track and drive critical customer incidents with minimal oversight, contributing to troubleshooting, coordinating technical resources, communicating clearly with customers, and reducing time to mitigation.
Use diagnostics, telemetry, and customer insights to identify product or customer usage issues and provide guidance on Azure best practices.
Apply AI and automation to reduce operational toil, improve troubleshooting, and accelerate issue resolution.
Bridge customers and Product Groups throughout the engagement lifecycle, understand business and availability requirements, and provide proactive architectural and operational guidance with support from subject matter experts.
Lead critical escalations from customers, support, or field teams; assess business impact, answer complex technical questions, and act as an escalation resource in areas of expertise.
Conduct in-depth root cause analysis, identify improvement opportunities, and drive repair and prevention actions to closure.
Represent strategic customers’ voices to Product Groups, identify recurring usage and product patterns, and drive durable resolutions and product improvements.
Partner with product teams, support, and other stakeholders to prioritize, unblock, and resolve critical customer issues.
Collaborate with stakeholders to deliver effective solutions and continuously improve the Azure customer experience.