Azure Advanced Cloud Engineer - Customer Focused at Microsoft

San José, , Costa Rica -

Full Time

Start Date

Immediate

Expiry Date

17 Feb, 26

Salary

0.0

Posted On

19 Nov, 25

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Azure, Cloud Engineering, Customer Focus, Technical Support, Problem Solving, Root Cause Analysis, Customer Relationship Management, Cross-Functional Collaboration, Health Checks, Escalation Management, Feedback Synthesis, Service Improvement, Cloud Computing Technologies, Enterprise Applications, Technical Resolution, KPI Development

Industry

Software Development

Description

Technical Oriented Utilizes engineering tools, customer telemetry and direct input. Flags the patterns of defects/signals in the products or issues across customers. Inform customers and partners about the complex thematic active issues, progress made on them, and discuss next steps. Synthesize feedback from customers and partners to learn about the product usage and identify and resolve feature and knowledge gaps and key performance indicators (KPIs) in the current product. Leads team in sharing insights and best practices with customers and partners on these service improvements. Recommend changes to content improvement or troubleshooting guides and develops metrics to evaluate the changes. Customer Solution Lifecycle Management Utilizes cross systems to conduct health checks to ensure the customer environment (e.g., product, service, feature) is optimized and configured for deployment. Provides guidance to customers on understanding and implementing new versions. Serves as a connecting point between the engineering team and customers throughout the solution's lifecycle. Utilizes any resources to respond and resolve the immediate issues throughout the solution lifecycle. Handles complex escalations on customer issues from the support or field teams. Conducts impact analysis to determine the priority of the escalations. Conducts deep root cause analysis of the issues and converts them into improvement opportunities. Serves as an escalation resource in areas of subject matter expertise. Represents the team on highly complex issues and answers a large variety of technical questions and concerns. Relationship/Experience Management Acts as a voice of customers and leverages customers' feedback to provide input on business plans developed by the relevant product and business groups. Identifies customer usage patterns and driving resolutions on reoccurring customer issues with engineering and product and business groups. Close the loop of feedback with the customers on product features. Partners with other teams (e.g., program managers, software engineers, product, customer service support [CSS] teams) prioritize and drive resolutions of complex, high-impact customer issues and integration of customer features into the products. Leads discussions with stakeholders on customer progression and provide expertise on resolutions plans for common types of customer issues. Proactively communicates the translation of signals into actionable insights/trends to product teams to improve service reliability. Leads coordination with stakeholders (e.g., engineering/product teams) to develop mechanisms that improve customer health engagement and reduce the turnover time. Bachelor's Degree in Engineering, Computer Science, or related field AND 2+ years experience in software industry experience related to technology OR equivalent experience. 2 years of demonstrated IT experience supporting and troubleshooting enterprise level, mission-critical applications resolving complex issues/situations and driving technical resolution across cross-functional organizations. 2+ years' experience in an external customer / client facing role. 2+ years of experience working on cloud computing technologies. Advanced English level. Cloud computing technologies. Demonstrated hands on experience in one or more of the following:

Responsibilities

The Azure Advanced Cloud Engineer will utilize engineering tools and customer telemetry to identify and resolve product issues while informing customers about active issues and next steps. They will also conduct health checks and serve as a liaison between the engineering team and customers throughout the solution's lifecycle.