Azure Advanced Cloud Engineer 2

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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 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.

Are you constantly customer-obsessed and passionate about solving complex technical problems? Do you take pride in enhancing customer experience through innovation? If the answer is Yes, then join us and surround yourself with people who are passionate about cloud computing and believe that extraordinary support is critical to customer success.

Responsibilities

• As a customer focused Advanced Cloud Engineer, you are the primary engineering contact accountable for your customer's support experience on Azure. You will drive resolution of critical and complex problems, support key customer projects on Azure and be the voice of the customer within Azure. You will work in partnership with Customer Success Account Managers, Cloud Solution Architects, Technical Support Engineers, and Azure engineering to turn Azure customers into fans with world-class engineering-led support experience.
• Technically Oriented: Track customer incidents with minimal oversight, engage with strategic customers and partners to understand issues, contribute to troubleshooting through diagnostics, and communicate progress and next steps to customers, focusing on reducing time to mitigate critical incidents.
• Use engineering and support tools, customer telemetry, and direct customer input to detect and flag issues in products or customer usage. Share best practices and help customers stay current with guidance.
• Identify and leverage developmental opportunities across product areas and processes for professional growth and to resolve customer issues.
• Customer Solution Lifecycle Management: Serve as a connecting point between the product team and customers throughout the engagement, understand business and availability needs, and provide proactive guidance on designing configurations and deploying solutions on Azure with support from experts.
• Handle critical escalations, conduct impact analysis, provide technical answers, and act as an escalation resource in areas of subject matter expertise.
• Conduct in-depth root cause analysis and translate findings into opportunities for improvement, tracking and driving them as repair items.
• Relationship/Experience Management: Act as the voice of customers, channel feedback to product groups, and drive resolutions for recurring issues; close the loop with customers on product features.

Qualifications
Required Qualifications

• Bachelor's Degree in Engineering, Computer Science, Information Technology (IT), Data Analytics/Science, Artificial Intelligence (AI), or related field AND 2+ years of experience in technology, cloud, technical support, and/or customer experience engineering
• OR equivalent experience
• 2+ years of demonstrated experience supporting and troubleshooting enterprise-level, mission-critical applications and infrastructure, resolving complex issues, and driving technical resolution across cross-functional teams
• 1+ years of experience with being on-call and driving mitigation for mission-critical incidents

Preferred Qualifications

• Technical Skills: Hands-on experience with one or more of the following cloud technologies:
  • Core IaaS: Compute (Windows/Linux), Storage, Networking, Kubernetes, High Availability
  • Data Platform and Big Data: 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, Event Hub
  • Monitoring: Azure Monitor, Log Analytics, Grafana, Datadog, Confluent
• Strong communication skills: able to empathize with customers and convey confidence; explain highly technical issues to varied audiences; prioritize and advocate customer needs; take ownership and drive to resolution
• Customer Obsession: Passion for delivering the right customer experience
• Growth Mindset: Openness to learn new skills and technologies in a fast-paced environment

Other Qualifications

• The ability to meet Microsoft, customer and/or government security screening requirements. This includes Microsoft Cloud Background Check required on hire/transfer and every two years thereafter

Microsoft is an equal opportunity employer. Consistent with applicable law, all qualified applicants will receive consideration for employment without regard to age, ancestry, citizenship, color, family or medical care leave, gender identity or expression, genetic information, immigration status, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran or military status, race, ethnicity, religion, sex, or any other characteristic protected by applicable local laws, regulations and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations.

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Sydney, New South Wales, Australia

Some listings and location data included in this description have been trimmed for clarity and compliance.

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