Azure Advanced Cloud Engineer - Customer Focused

Microsoft’s mission is to empower every person and every organization on the planet to achieve more. As employees we come together with a growth mindset, innovate to empower others and collaborate to realize our shared goals. Each day we build on our values of respect, integrity, and accountability to create a culture of inclusion where everyone can thrive at work and beyond.

Every minute of every day, customers stake their entire business and reputation on the Microsoft Cloud. The Azure Customer Experience (CXP) team believes that when we meet our high standards for quality and reliability, our customers win. If we falter, our customers fail their end-customers. Our vision is to turn Microsoft Cloud customers into fans.

We are the ACES Strategic team (Advanced Cloud Engineering & Supportability), a global engineering team in Azure CXP and we are focused on Strategic Azure Customers. We are customer-obsessed problem-solvers. We orchestrate and drive deep engagements in areas like Incident Management, Problem Management, Support, Resiliency, and empowering the customers. We represent the customer and amplify customer voice with Azure Engineering connecting to the quality vision for Azure. We innovate and find ways to scale our learning across our customer base. Diversity and inclusion are central to who we are, how we work, and what we enable our customers to achieve. We know that empowering our customers starts with empowering our team to show up authentically, work in ways that are best for them, and achieve their career goals.

As a customer focused Advanced Cloud Engineer, you are the engineering contact accountable for your customer’s support experience on Azure. You will drive resolution of problems, support 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.

We are Azure Customer Experience Engineering – a global Azure Engineering Support organization (part of Azure Customer Experience group) that is customer-obsessed, and support engaged, with an engineering mindset.

This role is flexible in that you can work up to 100% from home.

Microsoft’s mission is to empower every person and every organization on the planet to achieve more. As employees we come together with a growth mindset, innovate to empower others and collaborate to realize our shared goals. Each day we build on our values of respect, integrity, and accountability to create a culture of inclusion where everyone can thrive at work and beyond.

Required Qualifications:

• 1+ year(s) of software industry experience related to technology
  • OR equivalent experience.
• 1 year of demonstrated IT experience troubleshooting issues and driving technical resolutions.

Other Qualifications:

• The ability to meet Microsoft, customer and/or government security screening requirements are required for this role. These requirements include but are not limited to the following specialized security screenings: Microsoft Cloud Background Check: This position will be required to pass the Microsoft Cloud background check upon hire/transfer and every two years thereafter

Preferred Qualification

• 1+ year(s) of customer facing experience. Bachelor’s degree in engineering, Computer Science, or related field AND 2+ years’ experience in software industry experience related to technology OR equivalent experience.
• Technical Skills: Experience working on cloud computing technologies preferably Azure and the ability to develop and apply one or more of Azure technical skills such as Compute, Storage, Networking, Data PaaS, Monitoring etc.
• Experience with being on-call.
• Experience in a customer / client facing role.
• Communication skills: Ability to speak and understand English and to receive/understand messages during in-person or remote (e.g., telephone) interactions.
• Customer Obsession: Passion for customers, ability to empathize with customers and convey confidence.
• Growth Mindset: Openness and ability to learn new skills and technologies.

Customer Experience Engineering IC2 - The typical base pay range for this role across the U.S. is USD $81,900 - $160,200 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 $105,600 - $174,600 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

Microsoft will accept applications and processes offers for these roles on an ongoing basis.

Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances.  We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request via the Accommodation request form.

Benefits/perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work.

#AZCXP #AZCXPACE #ACES500 #AzureCXP #CES #GCS #CUSTOMERFOCUS

Technically Oriented

• With support and guidance, track customer incidents, engage with customers and partners to understand issues, contribute to troubleshooting using diagnostics, and communicate progress and next steps to customers.
• With managerial guidance, gather feedback from the customers and partners to learn ways in which customers and partners use the product. Supports team members in implementing automation of solutions for the team.
• Leverages recommended developmental opportunities across discipline areas (e.g., mentorships, shadowing, training) for professional growth and to develop and execute on technical intensity/skilling to resolve customer issues.

Customer Solution Lifecycle Management

• With some oversight, assist with answering customer questions/concerns, reporting customer issues, conducting health checks, and escalate issues to seniors or managers within the team, if more assistance is needed.
• With some guidance, conduct root cause analysis of issues and follow up with customers on it.

Relationship/Experience Management

• With oversight, partner with other teams (e.g., program managers, software engineers, product, customer service support [CSS] teams) to review and unblock customer incidents/issues.
• Works with customers under guidance to gather input on their experiences with Microsoft solutions. Identifies and tracks gaps in customer scenarios and product limitations. Embody our culture and values.
• Microsoft’s mission is to empower every person and every organization on the planet to achieve more. As employees we come together with a growth mindset, innovate to empower others, and collaborate to realize our shared goals. Each day we build on our values of respect, integrity, and accountability to create a culture of inclusion where everyone can thrive at work and beyond.
• This role is flexible in that you can work up to 100% from home.

Embody our culture and values.