Senior Azure Cloud Engineer - Microsoft Corporation

Every minute of every day, customers stake their entire business and reputation on the Microsoft Cloud. The Azure Customer Experience (CXP) team believes that when we meet our high standards for quality and reliability, our customers win. If we falter, our customers fail their end-customers. Our vision is to turn Microsoft Cloud customers into fans. We are customer obsessed problem-solvers. We orchestrate deep engagements in areas like incident management, support, and enablement. We analyze and amplify those customer voices, both within our own team, and across the Cloud + AI team, bringing the customer connection to the Quality vision for Azure. We innovate ways to scale what we learn across our customer base. Diversity and inclusion are central to who we are, how we work, and what we enable our customers to achieve. We know that empowering our customers starts with empowering our team to show up authentically, work in ways that are best for them, and achieve their career goals. 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 a Senior Azure Cloud 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** **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 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. **Technical Oriented -** + Collaborate with customers to jointly define and establish Service Level Objectives (SLOs) and Service level indicators (SLIs) that align with their business goals and expectations. + Instrument code to measure SLOs, develop solutions to detect SLO breaches. + Develop automated solutions and troubleshooting guides to remediate or mitigate SLO breaches. + Collaborate with service engineering teams to develop solutions for corelating customer-defined SLOs with relevant platform SLOs, signals to effectively pinpoint, address, and resolve customer-impacting issues. + Ensure customer-centric SLOs are consistently exceeded through cross-functional collaboration. + Analyze SLO data for trends, improvements, and reliability risks, proposing remediation plans. + Proactively engage customers on SLO performance, addressing concerns and offering insights. + Lead optimization efforts for system performance, scalability, and efficiency to exceed SLOs. + Develop and maintain documentation related to customer specific SLOs, SLIs, and monitoring processes. + Exemplify Microsoft culture and foster a diverse, inclusive work environment. **Other -** + Embody our Culture and Values **Qualifications** **Minimum Qualifications** + Bachelor's Degree in Engineering, Computer Science, or related field AND 4+ years experience in software industry experience related to technology + OR equivalent experience. + 2 years' experience working on monitoring. + 2 years' of demonstrated IT experience supporting and troubleshooting enterprise level, mission-critical applications resolving complex issues/situations and driving technical resolution across cross-functional organizations. + 2 years' experience in an external client facing role. **Other Requirements:** + 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. **Preferred Qualifications** + Bachelor's Degree in Engineering, Computer Science, or related field AND 8+ years software industry experience related to technology + OR Master's Degree in Engineering, or related field AND 6+ years software industry experience related to technology + OR equivalent experience. + 2+ year(s) customer facing experience. + **Technical Skills** : Demonstrated?hands on experience in: + Monitoring related technologies like Azure Monitor, Log Analytics, Resource Graph, Azure Alerts, Network Watcher, Grafana, Ambari, Prometheus, Datadog, Confluent, etc.? + Experience in deploying, configuring, and operating enterprise Monitoring solutions.? + Preferred understanding of cloud computing in one or more technologies + **Core IaaS** : Compute, Storage, Networking, High Availability? + **Data Platform and Bigdata** : SQL Server, Azure SQL DB, 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.? + Communication skills: ability to empathize with customers and convey confidence. Able to explain highly technical issues to varied audiences. Able to prioritize and advocate customer's needs to the proper channels. Take ownership and work towards a resolution. + Customer Obsession: Passion for customers and focus on delivering the right customer experience. + Growth Mindset: Openness and ability to learn new skills and technologies in a fast-paced environment. Customer Experience Engineering IC4 - The typical base pay range for this role across the U.S. is USD $112,000 - $218,400 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 $145,800 - $238,600 per year. Certain roles may be eligible for benefits and other compensation. Find additional benefits and pay information here: https://careers.microsoft.com/us/en/us-corporate-pay \#AZCXP #AZCXPACE #ACES500 #AZCXPSUPPORT, #AzureCXP #CES #GCS Microsoft is an equal opportunity employer. Consistent with applicable law, all qualified applicants will receive consideration for employment without regard to age, ancestry, citizenship, color, family or medical care leave, gender identity or expression, genetic information, immigration status, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran or military status, race, ethnicity, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable local laws, regulations and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations (https://careers.microsoft.com/v2/global/en/accessibility.html) .