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Microsoft Cloud customers staking their entire business and reputation on the Microsoft Cloud, and the need to turn these customers into fans by meeting high standards for quality and reliability

Requirements

• Demonstrated hands-on experience with expertise in one or more of the following Cloud technologies: Core IaaS, Data Platform and Bigdata, Azure PaaS Services, Monitoring technologies
• Experience with Azure SQL DB, Cosmos DB, PostgreSQL on Azure, Azure Data Bricks, Azure Data Factory, AI/ML
• Experience with Azure Monitor, Log Analytics, Grafana, Datadog, Confluent and similar technologies
• Experience with Kubernetes, High Availability
• Experience with App Services, Azure Functions, Redis Cache, and Event Hub
• Experience with supporting and troubleshooting enterprise level, mission-critical applications and infrastructure
• Experience with being on-call and driving mitigation for mission critical incidents

Responsibilities

• 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
• Identify and leverage developmental opportunities across product areas and business processes for professional growth and to develop technical skills to resolve customer issues
• 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
• 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
• Conduct in-depth root cause analysis of issues and translates findings into opportunities for improvement and track and drive them as repair items
• Act as the voice of customers and channel product feedback from strategic customers to product groups

Other

• Bachelor's Degree Engineering, Computer Science, Information Technology (IT), Data Analytics/Science, Artificial Intelligence (AI), or related field
• Ability to meet Microsoft, customer and/or government security screening requirements
• Ability to empathize with customers and convey confidence
• Ability to explain highly technical issues to varied audiences
• Ability to prioritize and advocate customer’s needs to the proper channels
• Passion for customers and focus on delivering the right customer experience