Microsoft

Azure Advanced Cloud Engineer 2 - Customer Focused

Microsoft • $102K — $202K *
Charlotte, NC 28269In-Person
Information Technology
Less than 5 years of experience
Reposted Today
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Job Overview by Ladders

Qualifications

  • Bachelor's Degree in Engineering, Computer Science, IT, Data Analytics/Science, AI, or related field AND 2+ years of experience in technology, cloud, or customer experience engineering
  • Demonstrated experience in supporting and troubleshooting mission-critical applications and infrastructure
  • Hands-on experience with Cloud technologies including IaaS, Data Platform, and PaaS services
  • Effective communication skills for technical issues with diverse audiences
  • Strong focus on customer experience and ability to empathize with customer needs
  • Growth mindset with a willingness to learn new technologies in a fast-paced environment

Responsibilities

  • Track and manage customer incidents with minimal oversight to drive timely resolutions
  • Analyze customer usage and diagnose potential issues using engineering tools
  • Act as a liaison between customers and product teams throughout the engagement lifecycle
  • Conduct root cause analysis and identify areas for improvement
  • Serve as an escalation resource for critical customer issues and provide technical guidance
  • Collaborate with cross-functional teams to address and resolve customer challenges
  • Communicate product feedback from customers to enhance service offerings

Benefits

  • Diverse and inclusive work environment
  • Opportunities for professional growth and mentorship
  • Collaborative team culture focused on customer success
  • Access to innovative cloud technologies
  • Commitment to work-life balance and employee well-being
Full Job Description
Overview

As an Azure Advanced Cloud Engineer 2 - Customer Focused, 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.

Responsibilities

Technically Oriented
  • 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.


Qualifications

Required 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.


Preferred Qualifications

  • 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.
  • 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.
  • 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.


Customer Experience Engineering IC3 - The typical base pay range for this role across the U.S. is USD $102,100 - $202,200 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 $133,800 - $219,200 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.

About Microsoft

Microsoft is an American multinational corporation that develops, manufactures, licenses, supports, and sells a range of software products and services. Microsoft’s devices and consumer (D&C) licensing segment licenses the Windows operating system and related software, Microsoft Office for consumers, and the Windows Phone operating system. The company’s computing and gaming hardware segment provides Xbox gaming and entertainment consoles and accessories, second-party and third-party video games, and Xbox Live subscriptions; surface devices and accessories; and Microsoft PC accessories. Its phone hardware segment offers Lumia smartphones and other non-Lumia phones. Its D&C segment provides Windows Store, Xbox Live transactions, and Windows phone store; search advertising; display advertising; Office 365 Home and Office 365 Personal; first-party video games; and other consumer products and services as well as operating retail stores. Microsoft’s commercial licensing segments license server products, including Windows Server, Microsoft SQL Server, Visual Studio, System Center, and related Client Access Licenses (CALs); Windows Embedded; Windows operating system; Microsoft Office for business, including Office, Exchange, SharePoint, Lync, and related CALs; Microsoft Dynamics business solutions; and Skype. Its commercial segment offers enterprise services, including premier support services and Microsoft consulting services; commercial cloud comprising Office 365 Commercial, other Microsoft Office online offerings, Dynamics CRM Online, and Microsoft Azure; and other commercial products and online services. The company markets and distributes its products through original equipment manufacturers, distributors, and resellers, as well as online.

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Learn more about Microsoft
Size
181,000 employees
Market Cap
$1,762.4 billion
Industry
Enterprise Technology
Net Income
$51.3 billion
Founded
1975
5 Year Trend
+15.5%
Revenue
$153.2 billion
NASDAQ
MSFT
* Ladders Estimates

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