12 hours ago
Reston, VA, USA +6 moreMid Level
H1B sponsor
Base Salary
$102k - $219k/yr
Responsibilities
- Track and drive critical customer incidents, coordinate technical resources, communicate with customers, and reduce time to mitigation.
- Use diagnostics, telemetry, and customer insights to troubleshoot product and usage issues and provide Azure best-practice guidance.
- Apply AI and automation to reduce operational toil and accelerate issue resolution.
- Bridge customers and Product Groups by providing proactive architectural and operational guidance throughout the engagement lifecycle.
- Lead critical escalations, assess business impact, answer complex technical questions, and act as an escalation resource.
- Conduct root cause analysis and drive repair, prevention, and product improvement actions to closure.
- Represent strategic customer needs to Product Groups and partner with product, support, and stakeholder teams to resolve recurring issues.
- Build customer trust, communicate complex technical issues to varied audiences, and lead recurring customer business reviews.
Requirements
- Bachelor's degree in engineering, computer science, information technology, data analytics/science, artificial intelligence, or a related field, or equivalent experience.
- At least 2 years of experience in the technology industry, cloud, technical support, and/or customer experience engineering.
- At least 4 years of experience supporting and troubleshooting enterprise-scale, mission-critical applications or infrastructure and resolving complex cross-functional technical issues.
- At least 2 years of customer-facing experience prioritizing, advocating for, and communicating customer needs.
- At least 1 year of on-call experience leading mitigations of mission-critical incidents.
- Hands-on expertise in at least two Azure or equivalent technology areas, such as compute, storage, networking, Kubernetes, SQL Database, Cosmos DB, PostgreSQL, Databricks, Azure Data Factory, App Service, Azure Functions, Redis Cache, and other Azure services.
- Strong communication and customer-engagement skills, including the ability to build trust, explain complex technical issues, and lead customer business reviews.
- Ability to pass Microsoft, customer, and/or government security screening requirements, including the Microsoft Cloud Background Check.
Benefits
- Certain roles may be eligible for benefits and other compensation; additional information is provided through Microsoft's benefits and pay information page.
Tech Stack
Categories
Solutions Engineering
About Microsoft
Microsoft develops operating systems, productivity software, cloud services, developer tools, and consumer devices for individuals, enterprises, and governments. Its main products include Windows, Microsoft 365, Azure, Visual Studio/GitHub, Xbox, and LinkedIn; revenue comes from software subscriptions and licenses, cloud consumption, hardware sales, and advertising. Founded in 1975 and headquartered in Redmond, Washington, Microsoft is a public company traded on Nasdaq.