Customer Experience Engineer - Azure

About the role

As an Advanced Cloud Engineer 2 - Customer Focused, you are the primary support and engineering contact for a customer's Azure experience, driving resolution of complex critical problems and supporting key customer projects. You act as the customer's voice within Azure, escalating problems and driving prioritization of platform and support improvements. You work with field teams such as Customer Success Account Managers, Cloud Solution Architects and Support Escalation Engineers, and with Azure engineering teams.

Key responsibilities

• Use engineering tools, customer telemetry and direct input to flag defect patterns and inform customers and partners about active issues and progress
• Synthesize customer and partner feedback to identify product usage patterns, feature and knowledge gaps and KPIs, and lead sharing of insights and best practices
• Recommend changes to content and troubleshooting guides and develop metrics to evaluate them
• Run health checks across systems to ensure the customer environment is optimized, guide customers through new versions and help design configurations and deployments
• Handle complex escalations, perform impact analysis, conduct deep root cause analysis and convert issues into improvement opportunities
• Act as escalation resource and representative on highly complex issues, answering a wide range of technical questions
• Use customer feedback to influence business plans, feature requests and product redesigns, and close the loop with customers
• Partner with program managers, software engineers, product and customer service teams to resolve complex issues and integrate customer features, and coordinate mechanisms that improve customer health engagement and reduce resolution time

Required profile

• Bachelor's degree in Engineering, Computer Science, IT, Data Analytics/Science, AI or a related field, with 2+ years of experience in technology, cloud, technical support or customer experience engineering, or equivalent experience
• Advanced English level
• For the advanced track: 4+ years of software industry experience, 4+ years of IT experience supporting and troubleshooting enterprise, mission-critical applications, and 4+ years in an external customer-facing role
• 2+ years of experience with cloud computing technologies and on-call experience
• Ability to empathize with customers, explain highly technical issues to varied audiences and advocate for customer needs

Required skills

• Demonstrated hands-on experience in compute, storage, networking, high availability, Azure Kubernetes Service, SQL Server, Azure SQL DB, HDInsight/Hadoop, machine learning, Azure Stream Analytics, Azure Data Factory/Data Bricks, Cosmos DB, Redis Cache, Service Bus, Event Hub, Cloud Service, IoT suite, mobile apps and similar