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Azure Customer Engineer
Atlanta, GA
Job Description
OverviewAre you a customer-obsessed, AI-curious problem-solver who thrives in an inclusive, collaborative global team? The Azure Customer Experience Platform (CXP) team's mission is to transform Microsoft Cloud customers into fans. Through our deep engineering engagements with customers and teams across Microsoft, we analyze and amplify customer needs and drive the vision to improve Cloud quality, security, and reliability. Our culture of growth mindset and empowerment are central to who we are and how we work. Would you like to join one of the fastest-growing team 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 Azure Customer Experience Platform by providing our customers with the world-class cloud services they need to succeed. As a 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 a 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.
ResponsibilitiesProactive 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.
ResponsibilitiesProactive 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.
Job Summary
Company
Start Date
As soon as possible
Employment Term and Type
Regular, Full Time
Required Experience
Open
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