Job Description…
Would You Like To Join One Of The Largest Teams In Microsoft Azure Engineering? Are You Constantly Thinking About Your Customers And Focusing On Improving Their Experience? Are You Passionate About Cloud Computing And Love Solving The Toughest Problems? Join Us As People Who Are Passionate About Cloud Computing And Believe That Good Support Is Essential To Good Customer Service. We Are Azure Customer Experience Engineering, The Global Azure Engineering Support Organization (Part Of The Azure Customer Experience Group) That Provides Customer-Centric Support With An Engineering Mindset.
As A Senior Customer Experience Engineer, You Will Be The Primary Support And Engineering Representative Responsible For Our Customers’ Azure Support Experience, Resolving Complex Critical Issues And Supporting Customer Projects Keys On Azure. You Will Also Act As The Customer Spokesperson In Azure To Resolve Issues And Support Critical Platform Development/Support Needs For Customers.
In This Role, You Will Work Collaboratively With The Functional Team (Customer Success Manager, Cloud Solution Architects, and Support Escalation Engineers) And Azure Engineering Teams With Our Mission To Turn Azure Customers Into Fans With Technical Support Of World Class. Microsoft’s Mission Is To Empower Everyone And Every Organization Around The World To Achieve More. As Employees, We Come Together With The Desire To Grow, Inspire Others Through Innovation, And Work Together To Achieve Common Goals. Every Day, We Create A Culture Of Inclusion Where Everyone Can Succeed At Work And Beyond Because We Value Respect, Integrity And Accountability.
Eligibility
Mandatory / Minimum:
• Bachelor’s Degree In Engineering, Computer Science, Or A Related Field And At Least 4 Years Of Experience In The Software Industry Or Equivalent Knowledge.
Other Requirements:
• Candidates Must Be Able To Comply With Microsoft, Customer, And/Or Government Security Regulations.
• These Requirements Include But Are Not Limited To, Security Checks Such As:
• Microsoft Cloud Background Check: This Position Requires Passing A Microsoft Cloud Background Check Upon Hire/Transfer And Every Two Years Thereafter. Additional Traits/Qualifications:
• Bachelor’s Degree In Engineering, Computer Science, Or A Related Field And 8+ Years Of Experience In Software Engineering
• OR Master’s Degree In Engineering Or Related Field And At Least 3 Years Of Experience In Technology-Related Software Or Equivalent Knowledge.
• Over 2 Years Of Customer Service
• Excellent Communication Skills: Ability To Empathize With Customers And Convey Their Trust. Ability To Explain Technical Issues To A Broad Audience.
• You Can Prioritize And Advocate For Your Customers’ Needs Through The Appropriate Channels. Take Ownership And Work To Resolve Problems.
• Skills: Some Understanding Of Cloud Computing Technologies. Possibly Demonstrate Excellence In One Or More Of The Following Areas:
• Core Iaas: Compute, Storage, Networking, Availability
• Data And Big Data Platform: SQL Server, Azure SQL DB, Hdinsight/Hadoop, Machine Learning, Azure Stream Analytics, Azure Data Factory/Data Brick
• Azure Paas Services: Redis Cache, Service Bus, Event Hub, Cloud Services, IoT Suite, Mobile Apps, Etc.
• Certificates And Authentication: SSO/Federation, AD/Azure AD, ADFS, Etc. Cosmos DB, Azure Kubernetes Service
• Experience Using One Or More Automation Languages ??(Powershell, Python, C#, Open Source).
Responsibility
Technology-Oriented:
• Use Engineering Tools, Customer Support, And Direct Customer Feedback To Identify And Report Product Defects/Signs, Defective Equipment, Or Customer Merchandise Issues. With Minimal Supervision, You Will Track Customer Issues, Work With Customers And Partners To Understand Issues, Notify Them Of Active Events, And Communicate Progress And Next Steps To Customers. With Minimal Guidance, Facilitate Or Investigate And Resolve Issues Using Diagnostics.
• Collect Customer And Partner Feedback To Learn More About Product Usage And Identify Features, Knowledge Gaps, And Key Performance Indicators (KPIs) Of Current Products. Improve Products By Implementing New Features/Tools With Minimal Guidance.
• We Help Customers And Partners Stay Up To Date On Best Practices By Sharing Content Through Various Forums. Identify Content Enhancements Or Troubleshooting Guides. Helps You Implement Automation Of Complex Solutions For Your Team.
• Identify And Implement Potential Development Opportunities In Products And Business Processes (e.g., Shadowing, Training) For Growth And Development And Demonstrate The Ability/Skills To Resolve Customer Issues.
Customer Solution Lifecycle Management:
• We Perform Health Checks To Ensure That The Customer’s Environment (E.G. Products, Services, Features) Is Correctly Configured And Configured For Deployment. With Little Guidance, We Provide Customers With Guidance On How To Understand And Use The New Text. Serve As A Liaison Between The Engineering Team And Customers Throughout The Solution Lifecycle With Minimal Guidance. Perform Reviews On New Deployments With Minimal Guidance To Identify Differences.
• Administrative Support Provides Customers With Guidance On Configuring And Troubleshooting Microsoft Platforms. With Minimal Guidance, We Work With Customers To Understand Their Business And Availability Requirements and then Help Them Develop Guidance To Meet Their Deployment Requirements.
• Serves As A Point Of Connection And Resolves Customer Issues By Escalating Specific Customer Issues To The Appropriate Team. Communicate Progress And Manage Stakeholders On Progress. Manage Escalation Of Customer Issues To Support Or Teamwork With Some Oversight. If You Need More Support, We Will Broaden The Group’s Team Problem. With Minimum Supervision, An Important Cause Of The Problem Is Carried Out And Followed The Customer.
Relationship/Knowledge Management:
• Collaborate With Product And Sales Teams On Customer Experience. Understand And Identify The Differences Between Customer And Product Constraints.
• Provide Detailed Information On Customer Product Awareness And Usage For Products And Business Groups.
• Serve As The Voice Of The Customer (VOC) With Minimal Supervision, Advising Product And Sales Teams On Customer Experience And Usage. Collaborate With Other Teams (Such As Service Managers, Software Engineers, Product Team, Customer Support [CSS]) With Minimal Guidance To Review, Eliminate, And Resolve Issues and use Cases/Problems.
• Collaborate With Our Internal Team To Help Provide Solutions To Our Customers.
• Communicates Customer Progress, Including Issues, To Stakeholders.
• Start Partnering Independently With Internal Technical Teams To Update Problem-Solving Resources.
• Collaborate With Product And Sales Teams To Resolve Customer Issues With Limited Guidance.
Job Benefits:
• Health Insurance: General Medical, Dental, And Riders.
• Mental Health Support: Access To Mental Health Resources And Services For Employees.
• Health Services: Health And Wellness Services, Including Fitness Centers And Health Promotion.
• 401(K) Plan: Employees Can Contribute To A 401(K) Retirement Plan With A Company Match.
• Bonus: Many Employees Receive Bonuses Or Bonuses As Part Of Their Compensation.
• Holidays And Holidays: We Offer Paid Time Off On Weekends And Holidays.
• Sick Leave: Paid Leave For Personal Or Family Medical Needs.
• Parental Leave: The Right To Leave Your Parents Is Exciting For New Parents.
• Remote Desktop: Microsoft Has A History Of Providing Flexibility For Remote Work, Which Can Vary Depending On The Team And Role.
• Flexible Work Hours: Many Positions Offer Flexible Work Hours.
• Training And Development: Access To Training And Development Resources To Improve Your Skills And Career Development.
• Tuition Reimbursement: Supports Continuing Education And Degree Programs.
• Employee Discounts: Discounts On Microsoft Products And Services, Including Software And Hardware.
• Employee Assistance Program (EAP): Confidential Counseling And Support Services For Employees And Their Families.
• Diversity And Inclusion Initiatives: Microsoft Emphasizes Diversity And Inclusion And Offers Many Programs And Resources To Support These Initiatives.
• Employee Network: Microsoft Has Employee Networks And Groups That Connect Employees With Common Interests And Backgrounds.
• Household Items: Microsoft Has Facilities Such As Cafeterias, Fitness Centers, And Playgrounds In Many Schools.
• Charitable Opportunities: Microsoft Encourages Its Employees To Participate In Philanthropic Activities And Community Service, And Often Competes For Employee Donations.
