Microsoft
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 Experience Engineering – a global Azure Engineering Support organization (part of Azure Customer Experience group) that is customer-obsessed, and support engaged, with an engineering mindset.
As an Azure Customer Experience Engineer, 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.
In this role, you will work together with field teams (Customer Success Account Managers, Cloud Solution Architects, Support Escalation Engineers) and Azure engineering teams with our mission to turn Azure customers into fans with a world-class engineering-led support experience.
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
RESPONSIBILITIES
Technical Oriented –
Utilizes engineering tools, customer telemetry and direct input. Flags the patterns of defects/signals in the products or issues across customers. Informs customers and partners about the complex thematic active issues, progress made on them, and discusses next steps.
Synthesizes feedback from customers and partners to learn about the product usage and identify and resolve feature and knowledge gaps and key performance indicators (KPIs) in the current product. Leads team in sharing insights and best practices with customers and partners on these service improvements. Recommends changes to content improvement or troubleshooting guides and develops metrics to evaluate the changes
Customer Solution Lifecycle Management –
Utilizes cross systems to conduct health checks to ensure customer environment (e.g., product, service, feature) is optimized and configured for deployment. Provides guidance to customers on understanding and implementing new versions. Serves as a connecting point between the engineering team and customers throughout the solution’s lifecycle. Utilizes any resources to respond and resolve the immediate issues throughout the solution lifecycle. Proactively provides guidance to customers on designing configurations and deploying solutions on Microsoft platforms.
Handles complex, high-impact escalations on customer issues from the support or field teams. Conducts impact analysis to determine the priority of the escalations. Conducts deep root cause analysis of the issues and converts them into improvement opportunities. Serves as an escalation resource in areas of subject matter expertise. Represents the team on highly complex issues and answers a large variety of technical questions and concerns.
Relationship/Experience Management –
Acts as a voice of customers and leverages customers’ feedback to provide input on business plans developed by the relevant product and business groups. Identifies customer usage patterns and driving resolutions on reoccurring customer issues with engineering and product and business groups. Leads their team in engaging with feature and product groups on redesign/customer requested changes for Microsoft products. Closes the loop of feedback with the customers on product features.
Partners with other teams (e.g., program managers, software engineers, product, customer service support [CSS] teams) to prioritize and drive resolutions of complex, high-impact customer issues and integration of customer features into the products. Leads discussions with stakeholders on customer progression and provides expertise on resolutions plans for common types of customer issues. Proactively communicates the translation of signals into actionable insights/trends to product teams to improve service reliability. Leads coordination with stakeholders (e.g., engineering/product teams) to develop mechanisms that improve customer health engagement and reduce the turnover time.
Other duties as assigned.
Qualifications
Qualifications
Required/Minimum Qualifications
Bachelor’s Degree in Computer Science, Engineering, Business, or related field AND 7+ years experience in information technology (IT) consulting/support, systems administration, network operations, software development/support, or related field
OR equivalent experience.
2+ years of cloud experience (e.g., Microsoft, Amazon Web Services [AWS], Google, security certifications).
6+ years of experience with SQL Server and/or Azure SQL DB
Additional or Preferred Qualifications
Bachelor’s Degree in Computer Science, Engineering, Business, or related field AND 9+ years experience in IT consulting/support, systems administration, network operations, software development/support, or related field
Master’s Degree in Computer Science, Engineering, Business, or related field AND 7+ years experience in information technology (IT) consulting/support, systems administration, network operations, software development/support, or related field
OR equivalent experience.
Technical certification in Cloud (e.g., Microsoft, Amazon Web Services [AWS], Google, security certifications).
6+ years experience working in a customer-facing role (e.g., internal and/or external).
Ability to empathize with customers and convey confidence and explain highly technical issues to varied audiences.
Ability to prioritize and advocate customer’s needs to the proper channels and take ownership and work towards a resolution.
Understanding of cloud computing technologies. Optionally, demonstrated hands on experience in one or more of the following:
Core IaaS: Compute, Storage, Networking, High Availability
Data Platform and Bigdata: HDInsight/Hadoop, Machine Learning, Azure Stream Analytics, Azure Data Factory / Data Bricks
Azure PaaS Services: Redis Cache, Service Bus, Event Hub, Cloud Service, IoT suite, Mobile Apps, etc.
Preferred but not required: Cosmos DB, Azure Kubernetes Service
Experience in one or more automation languages (PowerShell, Python, C#, Open Source)
Customer Engineering IC5 – The typical base pay range for this role across the U.S. is USD $124,800 – $242,600 per year. There is a different range applicable to specific work locations, within the San Francisco Bay area and New York City metropolitan area, and the base pay range for this role in those locations is USD $159,000 – $264,000 per year.
Microsoft has different base pay ranges for different work locations within the United States, which allows us to pay employees competitively and consistently in different geographic markets (see below). The range above reflects the potential base pay across the U.S. for this role (except as noted below); the applicable base pay range will depend on what ultimately is determined to be the candidate’s primary work location. Individual base pay depends on various factors, in addition to primary work location, such as complexity and responsibility of role, job duties/requirements, and relevant experience and skills. Base pay ranges are reviewed and typically updated each year. Offers are made within the base pay range applicable at the time.
At Microsoft certain roles are eligible for additional rewards, including merit increases, annual bonus and stock. These awards are allocated based on individual performance. In addition, certain roles also have the opportunity to earn sales incentives based on revenue or utilization, depending on the terms of the plan and the employee’s role. Benefits/perks listed here may vary depending on the nature of employment with Microsoft and the country work location. U.S.-based employees have access to medical, dental, and vision insurance, a 401(k) plan and company match, short-term and long-term disability coverage, basic life insurance, and wellbeing benefits, among others. U.S.-based employees also receive up to 10 paid holidays, accrue up to 15 paid vacation days, and receive up to 80 hours paid sick time (front-loaded) per calendar year.
Our commitment to pay equity
We are committed to the principle of pay equity – paying employees equitably for substantially similar work. To learn more about pay equity and our other commitments to increase representation and strengthen our culture of inclusion, check out our annual Diversity & Inclusion Report. ( https://www.microsoft.com/en-us/diversity/inside-microsoft/annual-report )
Understanding roles at Microsoft
The top of this page displays the role for which the base pay ranges apply – Customer Engineering IC5.
The way we define roles includes two things: discipline (the type of work) and career stage (scope and complexity). The career stage has two parts – the first identifies whether the role is a manager (M), an individual contributor (IC), an admin-technician-retail (ATR) job, or an intern. The second part identifies the relative seniority of the role – a higher number (or later letter alphabetically in the case of ATR) indicates greater scope and complexity.
#AZCXP #AZCXPACE #ACES500 #AZCXPSUPPORT, #AzureCXP
The ability to meet Microsoft, customer and/or government security screening requirements are required for this role. These requirements include, but are not limited to the following specialized security screenings:
Microsoft Cloud Background Check: This position will be required to pass the Microsoft Cloud background check upon hire/transfer and every two years thereafter.
Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request via the Accommodation request form.
Benefits/perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work.