Houston, TX, USA • Austin, TX, USA • Los Angeles, CA, USA • Dallas, TX, USA • Redmond, WA, USA • Charlotte, NC, USA • Arlington, VA, USA • Atlanta, GA, USA • Baltimore, MD, USA
Microsoft Cloud customers staking their entire business and reputation on the platform, and the need to turn these customers into fans by meeting high standards for quality and reliability
Requirements
Demonstrated hands-on experience with Subject Matter Expert level 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 cloud computing and customer experience engineering
Experience with supporting and troubleshooting enterprise level, mission-critical applications and infrastructure
Responsibilities
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 trends/patterns of issues in the products or products misuse across customers
Recommend and help develop training/readiness modules (e.g., mentoring, leading triages, content creation, brown bag sessions, blogs, quality assurance checks)
Serve as a connecting point between the product team and customers throughout the engagement lifecycle, engage with customers to understand their business and availability needs
Handle complex 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 voice of customers and synthesize product feedback from strategic customers to provide input on business plans developed by the product groups
Other
Bachelor's Degree in 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
Customer Obsession: Passion for customers and focus on delivering the right customer experience
