Azure Customer Engineer

Overview

Are you a customer-obsessed, AI-curious problem-solver who thrives in an inclusive, collaborative global team? Join Engineering Operations (Eng Ops) - the organization driving operational excellence across the Microsoft Cloud to strengthen quality, reliability, security, and customer trust. As part of Eng Ops, you'll design solutions that prevent issues before they happen, embed AI-powered automation, and turn signals into actions that deliver measurable customer impact.

Our culture of empowerment, inclusion, and growth mindset defines how we work.

Would you like to join one of the fastest-growing teams within Microsoft Azure Engineering? Are you constantly customer-obsessed, and focused on enhancing customer experience? Are you passionate about cloud computing and love the challenge of solving the most complex technical problems? Come join us and surround yourself with people who are passionate about cloud computing and believe that extraordinary support is critical to customer success.

We are Azure Customer Engineering (ACE) - a global Azure Engineering Support organization (part of Azure Customer Experience group) that is customer-obsessed, and support engaged, with an engineering mindset. Our mission is to turn Azure customers into fans with a world-class engineering-led support experience.

Every day, our customers stake their business and reputation on our cloud. You can help Eng Ops keep them secure, resilient, and ready.

As an Azure Customer Engineer (ACE), you are the primary support and engineering contact accountable for the customer's Azure support experience driving resolution of complex critical problems and supporting key customer projects on Azure. You will also act as the voice of the customer within Azure to escalate problems and to drive prioritization of platform/support improvement needs for customers.

As an Azure Customer Engineer (ACE), you will work together with field teams (Customer Success Account Managers, Cloud Solution Architects, Support Escalation Engineers) and Azure engineering teams.

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.

In alignment with our Microsoft values, we are committed to cultivating an inclusive work environment for all employees to positively impact our culture every day.

Responsibilities

Proactive Customer Engagement - Understand and support their key solutions, workloads, and priorities on Azure including regular engagement on trend analysis, proactive monitoring, and event planning.

Strategic Project Execution - Own project-level Azure issues and actively drive them towards resolution whilst ensuring support and engineering readiness for key milestones.

Critical Problem Resolution - Lead Azure Support to drive fast mitigation of issues impacting critical workloads and provide timely communication in a 24x7x365 global support environment.

Case Ownership - Directly own a subset of customer support cases from end to end. Deliver a great customer support experience. Continuously grow Azure technical skills.

Root Cause Analysis (RCA) Ownership - Own and drive the timely delivery of quality root cause analysis (RCA) to understand and prevent future occurrence of reported issues.

Engineering Engagement - Relentlessly champion and advocate driving product feedback, feature requests to address customer pain points and improve Azure resiliency.

Qualifications

Required Qualifications:

Utilizes engineering tools, customer telemetry, and/or direct customer input to identify and flag the defects/signals in the product or product misuse, or an issue with the customer. Gathers feedback from the customers and partners to learn ways in which customers and partners use the service and identify feature and knowledge gaps, misconfigurations, metrics, and key performance indicators (KPIs) in the current product.

Identifies and leverages potential developmental opportunities across product areas and business processes for professional growth and to develop and execute on technical intensity/skilling to resolve customer issues. Conducts health checks to ensure customer environment is optimized and configured for deployment. Serves as a connecting point and escalates specific customer issues to appropriate teams to resolve customer issues. Collaborates with the relevant product and business groups on how customers use the product.

With minimal guidance, partners with other teams to review, unblock, and resolve customer incidents/issues.

Experience:

3+ years of demonstrated IT experience supporting and troubleshooting enterprise level, mission-critical applications resolving highly complex issues/situations and driving technical resolution across…