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Cloud Engineering Leader

1 month ago

Brisbane, Queensland, Australia Microsoft Full time

Overview


Microsoft empowers individuals and organizations to achieve more by fostering a culture of innovation, collaboration, and respect. As part of this mission, the Azure Customer Experience (CXP) team is dedicated to delivering exceptional quality and reliability to our customers.


Our vision is to transform Microsoft Cloud customers into loyal advocates through world-class engineering-led support experiences. We believe that when we meet our high standards, our customers win.


Job Description:



  • As an Advanced Cloud Engineer on our ACES Strategic team, you will be responsible for driving resolution of critical and complex problems, supporting key customer projects on Azure, and serving as the primary engineering contact accountable for your customer's support experience.
  • You will work in partnership with Customer Success Account Managers, Cloud Solution Architects, Technical Support Engineers, and Azure engineering to deliver exceptional customer experiences and turn Azure customers into fans.
  • Your responsibilities will include:

    • Synthesizing feedback from customers and partners to identify and resolve feature and knowledge gaps, and recommending changes to content improvement or troubleshooting guides.
    • Providing guidance to customers on understanding and implementing new versions, and conducting impact analysis to determine the priority of escalations.
    • Representing the team on highly complex issues and answering technical questions and concerns.


We are seeking a customer-obsessed problem-solver who takes pride in enhancing customer experience through innovation. If you are passionate about cloud computing and believe that extraordinary support is critical to customer success, join us in shaping the future of Microsoft Cloud.


Responsibilities:



  • Technical Oriented –

    • Utilizes engineering tools, customer telemetry, and direct input to flag patterns of defects/signals in products or issues across customers.
    • Synthesizes feedback from customers and partners to learn about product usage and identify feature and knowledge gaps.

  • Customer Solution Lifecycle Management –

    • Conducts health checks to ensure customer environments are optimized and configured for deployment.
    • Handles complex escalations on customer issues from support or field teams.

  • Relationship/Experience Management –

    • Acts as a voice of customers and leverages feedback to provide input on business plans developed by relevant product and business groups.
    • Partners with other teams to prioritize and drive resolutions of complex, high-impact customer issues.


Salary: $120,000 - $150,000 per year, depending on location and experience.