Azure Customer Engineer

Microsoft•Redmond, WA

4d•$100,600 - $199,000

About The Position

Proactive Customer Engagement - Understand and support their key solutions, workloads, and priorities on Azure including regular engagement on trend analysis, proactive monitoring, and event planning. Strategic Project Execution - Own project-level Azure issues and actively drive them towards resolution whilst ensuring support and engineering readiness for key milestones. Critical Problem Resolution - Lead Azure Support to drive fast mitigation of issues impacting critical workloads and provide timely communication in a 24x7x365 global support environment. Case Ownership - Directly own a subset of customer support cases from end to end. Root Cause Analysis (RCA) Ownership - Own and drive the timely delivery of quality root cause analysis (RCA) to understand and prevent future occurrence of reported issues. Engineering Engagement - Relentlessly champion and advocate driving product feedback, feature requests to address customer pain points and improve Azure resiliency. Utilizes engineering tools, customer telemetry, and/or direct customer input to identify and flag the defects/signals in the product or product misuse, or an issue with the customer. Gathers feedback from the customers and partners to learn ways in which customers and partners use the service and identify feature and knowledge gaps, misconfigurations, metrics, and key performance indicators (KPIs) in the current product. Identifies and leverages potential developmental opportunities across product areas and business processes for professional growth and to develop and execute on technical intensity/skilling to resolve customer issues. Conducts health checks to ensure customer environment is optimized and configured for deployment. Serves as a connecting point and escalates specific customer issues to appropriate teams to resolve customer issues. Collaborates with the relevant product and business groups on how customers use the product. With minimal guidance, partners with other teams to review, unblock, and resolve customer incidents/issues.

Requirements

3+ years of demonstrated IT experience supporting and troubleshooting enterprise level, mission-critical applications resolving highly complex issues/situations and driving technical resolution across cross-functional organizations.
At least 2+ yrs.
Excellent Communication: Must have the 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.
Desired Degree in Computer Science/Technology, Engineering or Equivalent Experience.
Deep understanding of cloud computing technologies with demonstrated hands-on experience in one or more of the following domains: Core IaaS: Compute, Storage, Networking, High Availability, Data Platform and Bigdata: SQL Server, Azure SQL DB, HDInsight/Hadoop, Machine Learning, Azure Stream Analytics, Azure Data Factory / Data Bricks, Azure PaaS Services: Redis Cache, Service Bus, Event Hub, Cloud Service, IoT suite, Mobile Apps, etc., Identity and Authentication: SSO/Federation, AD/Azure AD, ADFS, etc.