Join a rapidly expanding team within Microsoft Azure Engineering, dedicated to elevating customer satisfaction and ensuring the reliability of Microsoft Cloud. This role is ideal for individuals who are deeply customer-focused, possess a passion for cloud computing, and thrive on solving complex technical challenges.

As an Advanced Cloud Engineer, you will be the primary engineering contact responsible for the customer's Azure support journey. Your role involves driving the resolution of critical issues and supporting key customer projects. You will also serve as the voice of the customer within Azure, advocating for improvements and influencing product and support prioritization.

This is an opportunity to collaborate with field teams and Azure engineering to deliver a world-class, engineering-led support experience, ultimately transforming Azure customers into loyal advocates. Microsoft's mission to empower every person and organization is at the core of our values: respect, integrity, and accountability, fostering an inclusive culture for growth and achievement.

Leverage engineering tools, customer telemetry, and direct input to identify and flag product defects or systemic issues affecting customers. Communicate complex, ongoing issues, their resolution progress, and next steps to customers and partners.

Synthesize customer and partner feedback to understand product usage, identify knowledge gaps, and pinpoint key performance indicators for improvement. Lead the team in sharing insights and best practices with customers and partners regarding service enhancements.

Recommend content improvements and troubleshooting guide enhancements, developing metrics to measure their effectiveness. Conduct system health checks to ensure customer environments are optimized, providing guidance on new version implementations. Serve as a liaison between engineering and customers throughout the solution lifecycle, responding to and resolving immediate issues and proactively guiding customers on solution design and deployment.

Handle complex customer escalations from support and field teams, conducting impact analyses to prioritize issues. Perform in-depth root cause analysis, translating findings into opportunities for improvement. Act as an escalation resource and represent the team on highly complex issues, addressing diverse technical questions and concerns.

Champion customer needs by providing feedback on business plans developed by product and business groups. Analyze customer usage patterns to resolve recurring issues with engineering and product teams. Lead engagements with feature and product groups on redesigns and customer-requested changes, closing the feedback loop with customers.

Partner with program managers, software engineers, and customer service teams to prioritize and resolve high-impact customer issues and integrate customer-requested features. Lead discussions on customer progress and provide expertise on resolution plans for common issues. Proactively translate signals into actionable insights for product teams to enhance service reliability. Coordinate with stakeholders to develop mechanisms that improve customer engagement and reduce resolution times.

A minimum of 7 years of demonstrated IT experience is required, with a strong background in supporting and troubleshooting enterprise applications and resolving complex technical issues. Prior experience in a customer-facing technical role, particularly supporting cloud-based technologies, is highly preferred.

Hands-on experience with Monitoring & Observability tools, application and resource troubleshooting, and analyzing telemetry and alerts is essential. Familiarity with Azure and Kusto Query Language (KQL) is a significant advantage.

Exposure to AI/AI-powered troubleshooting and automation, as well as experience in computing, networking, or distributed systems, are considered valuable assets. Candidates should possess strong customer focus, excellent troubleshooting and analytical skills, and the ability to clearly communicate technical concepts to diverse audiences.

Effective collaboration across engineering, product, and support teams is crucial. A proactive approach, demonstrated ownership, accountability, and a continuous learning mindset are expected. Willingness to participate in a 24x7 on-call rotation is a requirement for supporting critical customer and service incidents.

This role demands a growth mindset, with a passion for learning new technologies and applying them to solve customer problems in a fast-paced, evolving environment. Experience with automation, scripting, or tool development to enhance operational efficiency is highly desirable.

Candidates must meet Microsoft, customer, and/or government security screening requirements, including the Microsoft Cloud Background Check.