Azure Advanced Cloud Engineer II- Customer Focused

Microsoft - Irving, TX

Full-time - Mid Level

Irving, TX

Publishing Industries

About the position

The Azure Advanced Cloud Engineer II - Customer Focused role is a key position within the Azure Customer Experience (CXP) team at Microsoft. This role is centered around enhancing the customer support experience for Azure users by resolving complex technical issues and driving improvements in platform support. The engineer acts as the primary contact for customers, collaborating with various teams to ensure a world-class support experience and advocating for customer needs within Azure engineering. The position emphasizes a customer-obsessed approach, leveraging engineering tools and customer feedback to optimize service delivery and product usage.

Responsibilities

• Utilize engineering tools and customer telemetry to identify patterns of defects and inform customers about active issues.
• Synthesize customer feedback to identify feature gaps and recommend improvements to troubleshooting guides.
• Conduct health checks to ensure customer environments are optimized for deployment and provide guidance on new versions.
• Handle complex escalations from support or field teams and conduct root cause analysis to convert issues into improvement opportunities.
• Act as the voice of the customer, providing input on business plans and driving resolutions for recurring issues with engineering teams.
• Lead discussions with stakeholders on customer progression and provide expertise on resolution plans for common customer issues.
• Proactively communicate actionable insights to product teams to improve service reliability.

Requirements

• Strong technical background in cloud computing and Azure services.
• Experience in customer support or engineering roles, particularly in a cloud environment.
• Ability to analyze complex technical issues and provide effective solutions.
• Excellent communication skills to interact with customers and internal teams.
• Proven ability to synthesize customer feedback and drive product improvements.

Nice-to-haves

• Familiarity with Azure telemetry and monitoring tools.
• Experience in project management or customer relationship management.
• Knowledge of software development processes and methodologies.

Benefits

• Flexible work-from-home options.
• Opportunities for professional development and career growth.
• Inclusive work culture that values diversity and collaboration.