Senior Azure Cloud Customer Experience Engineer at Microsoft

Sydney, New South Wales, Australia -

Full Time

Start Date

Immediate

Expiry Date

24 Feb, 26

Salary

0.0

Posted On

26 Nov, 25

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Azure, Cloud Technologies, Technical Support, Customer Experience Engineering, Troubleshooting, Kubernetes, Data Analytics, AI/ML, Azure SQL DB, Cosmos DB, PostgreSQL, Azure Functions, Monitoring Technologies, Communication Skills, Customer Obsession, Growth Mindset

Industry

Software Development

Description

Technically Oriented 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. Develop and share insights and best practices with customers. Recommend and help develop training/readiness modules (e.g., mentoring, leading triages, content creation, brown bag sessions, blogs, quality assurance checks). Acts as a mentor, shares knowledge, and contributes to the content and readiness strategy for the team. 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, and serve as an escalation resource in areas of subject matter expertise. Act as voice of customers and synthesize product feedback from strategic customers to provide input on business plans developed by the 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. 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 deliver solutions to strategic customers and develop mechanisms that improve customer health and reduce the turnover time. Bachelor's Degree in Engineering, Computer Science, Information Technology (IT), Data Analytics/Science, Artificial Intelligence (AI), or related field AND 4+ years experience in technology industry, cloud, technical support, and/or customer experience engineering OR equivalent experience. 4+ 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. 2+ years of Experience with being on-call and driving mitigation for mission critical incidents. Technical Skills: Demonstrated hands-on experience with Subject Matter Expert level 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.

Responsibilities

Track customer incidents and engage with strategic customers to understand issues. Handle complex escalations and act as the voice of customers to provide feedback to product groups.