Senior Azure Advanced Cloud Engineer

** Overview*
* Our customers depend on Azure to run critical parts of their businesses, and the Engineering Operations (Eng Ops) team is committed to delivering the quality, reliability, and support experiences that turn customers of Microsoft Cloud into fans.

The Advanced Cloud Engineering & Supportability (ACES) Strategic team is a global Eng Ops organization focused on Microsoft's strategic Azure customers. We are customer-obsessed engineers who lead mission-critical engagements across incident management, problem management, service improvement, and customer advocacy. We also turn lessons from individual customer engagements into scalable improvements across Azure.

As a Senior Advanced Cloud Engineer, you will serve as the primary engineering contact accountable for your customer's Azure support experience. You will lead the resolution of critical and complex technical issues, support customer's key Azure initiatives, and represent the customer's voice within Microsoft. You will partner closely with Customer Success Account Managers, Cloud Solution Architects, Technical Support Engineers, Product Groups, and other engineering teams.

If you are passionate about solving complex technical problems, improving customer experience, and driving innovation at scale, we would like to hear from you.

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.

** Responsibilities*
* ** 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.

** Customer Solution Lifecycle Management*
* -    Serve as a connecting point between the product team and customers throughout the engagement lifecycle, engage with customers to understand their business and availability needs, develop and offer proactive guidance on designing configurations and deploying solutions on Azure.

-    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.

-    Conduct in-depth root cause analysis of issues and translates findings into opportunities for improvement and track and drive them as repair items.

** Relationship/Experience Management*
* -    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…