Senior Advanced Cloud Engineer in Customer Support (ACE) - CTJ - Poly

Microsoft•Redmond, WA

About The Position

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. Helps customers and partners stay current with best practices by sharing content via multiple forums. Identifies content improvement or troubleshooting guides. Helps implement automation of complex solutions. Identifies and leverages potential developmental opportunities across product areas and business processes (e.g., mentorships, shadowing, trainings) for professional growth and to develop and execute on technical intensity/skilling to resolve customer issues. Conducts health checks to ensure customer environment (e.g., product, service, feature) is optimized and configured for deployment. With minimal guidance, serves as a connecting point between the engineering team and customers representatives throughout the solution lifecycle. With minimal guidance, conducts feature reviews on new deployment to identify gaps. With minimal guidance, engages with customers to understand their business and availability needs to then help develop guidance to meet deployment needs. Embody our culture and values Serves as a connecting point and escalates specific customer issues to appropriate teams to resolve customer issues. Communicates progress and keeps stakeholders aligned with respect to escalations. With some supervision, handles escalations on customer issues from the support or field teams. Escalates issues to seniors or managers within the team, if more assistance is needed. With minimal oversight, conducts root-cause analysis of the issues and follows up with the customers. Collaborates with the relevant product and business groups on how customers use the product. Understands and identifies gaps in customer scenarios and product limitations. Provides details to the product and business groups on customer product experience and usage. With minimal supervision, acts as a voice of customers (VOCs) to inform product and business groups on customer product experience and usage. With minimal guidance, partners with other teams (e.g., program managers, software engineers, product, customer service support [CSS] teams) to review and unblock, and resolve customer incidents/issues. Collaborates with internal partner teams to supports delivery of solutions back to the customers. Informs stakeholders on customer progression including issues. Independently starts to build partnerships with internal technical teams to update the troubleshooting resources. With minimal guidance, works with the relevant product and business groups to resolve customer issues.

Requirements

Bachelor's Degree in Engineering, Computer Science, Information Technology (IT), Data Analytics/Science, Artificial Intelligence (AI), or related field AND 4+ years experience in technology industry, cloud, technical support, and/or customer experience engineering OR equivalent experience.
These requirements include, but are not limited to the following specialized security screenings: The successful candidate must have an active U.S. Government Top Secret Clearance with access to Sensitive Compartmented Information (SCI) based on a Single Scope Background Investigation (SSBI) with Polygraph.
Failure to maintain or obtain the appropriate U.S. Government clearance and/or customer screening requirements may result in employment action up to and including termination.
Clearance Verification: This position requires successful verification of the stated security clearance to meet federal government customer requirements. You will be asked to provide clearance verification information prior to an offer of employment.
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 United States government agency customer and is subject to certain citizenship-based restrictions where required or permitted by applicable law. To meet this legal requirement, citizenship will be verified via a valid passport, or other approved documents, or verified US government Clearance
5+ years' experience in technology industry, cloud, technical support, and/or customer facing roles.

Responsibilities

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.
Helps customers and partners stay current with best practices by sharing content via multiple forums.
Identifies content improvement or troubleshooting guides.
Helps implement automation of complex solutions.
Identifies and leverages potential developmental opportunities across product areas and business processes (e.g., mentorships, shadowing, trainings) for professional growth and to develop and execute on technical intensity/skilling to resolve customer issues.
Conducts health checks to ensure customer environment (e.g., product, service, feature) is optimized and configured for deployment.
With minimal guidance, serves as a connecting point between the engineering team and customers representatives throughout the solution lifecycle.
With minimal guidance, conducts feature reviews on new deployment to identify gaps.
With minimal guidance, engages with customers to understand their business and availability needs to then help develop guidance to meet deployment needs.
Embody our culture and values Serves as a connecting point and escalates specific customer issues to appropriate teams to resolve customer issues.
Communicates progress and keeps stakeholders aligned with respect to escalations.
With some supervision, handles escalations on customer issues from the support or field teams.
Escalates issues to seniors or managers within the team, if more assistance is needed.
With minimal oversight, conducts root-cause analysis of the issues and follows up with the customers.
Collaborates with the relevant product and business groups on how customers use the product.
Understands and identifies gaps in customer scenarios and product limitations.
Provides details to the product and business groups on customer product experience and usage.
With minimal supervision, acts as a voice of customers (VOCs) to inform product and business groups on customer product experience and usage.
With minimal guidance, partners with other teams (e.g., program managers, software engineers, product, customer service support [CSS] teams) to review and unblock, and resolve customer incidents/issues.
Collaborates with internal partner teams to supports delivery of solutions back to the customers.
Informs stakeholders on customer progression including issues.
Independently starts to build partnerships with internal technical teams to update the troubleshooting resources.
With minimal guidance, works with the relevant product and business groups to resolve customer issues.