Azure Advanced Cloud Engineer 2 - Customer Focused

Microsoft’s mission is to empower every person and every organization on the planet to achieve more. Our customers depend on Azure to run critical parts of their businesses, and the Engineering Operations (EngOps) 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 EngOps 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 an 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. 

Technically Oriented 

• Track and drive critical customer incidents with minimal oversight, contributing to troubleshooting, coordinating technical resources, providing clear customer communications, and reducing time to mitigation. 

• Use diagnostics, telemetry, and customer insights to identify product or customer usage issues and provide guidance on Azure best practices. 

• Apply AI and automation to reduce operational toil, improve troubleshooting, and accelerate issue resolution. 

Customer Solution Lifecycle Management 

• Serve as a bridge between customers and Product Groups throughout engagement lifecycle, understanding business and availability requirements and providing proactive architectural and operational guidance with support from subject matter experts. 

• Lead critical escalations from customers, support, or field teams; assess business impact, answer complex technical questions, and act as an escalation resource in areas of expertise. 

• Conduct in-depth root cause analysis, identify improvement opportunities, and drive resulting repair and prevention actions to closure. 

Relationship/Experience Management 

• Represent the voice of strategic customers to Product Groups, identify recurring usage and product patterns, and drive durable resolutions and product improvements. 

• Partner with product teams, support, and other stakeholders to prioritize, unblock, and resolve critical customer issues. 

• Collaborate with stakeholders to deliver effective solutions and continuously improve the Azure customer experience.

• Technical Skills: Demonstrated hands-on experience with expertise in two or more of the following technologies / services: 

• • Compute, Storage, Networking, Kubernetes, SQL DB, Cosmos DB, PostgreSQL on Azure, Data Bricks, ADF, App Services, Azure Functions, Redis Cache, Event Hub, Azure Monitor, Log Analytics and other Azure Services.  

• Hands-on expertise in two or more Azure or equivalent technology areas, such as Compute, Storage, Networking, Kubernetes, SQL Database, Cosmos DB, PostgreSQL, Databricks, Azure Data Factory, App Service, Azure Functions, Redis Cache, and other Azure services.

• 4+ years of experience supporting and troubleshooting enterprise-scale, mission-critical applications or infrastructure, including resolving complex technical issues across cross-functional organizations. 

• 2+ years of customer-facing experience, with demonstrated ability to prioritize, advocate for, and communicate customer needs to stakeholders. 

• 1+ years of On-Call experience leading mitigations of mission-critical incidents. 

• Strong communication and customer-engagement skills, including the ability to build trust, communicate complex technical issues to varied audiences, and lead recurring customer business reviews.