1 day ago
Base Salary
$120k - $261k/yr
Responsibilities
- Track customer incidents, troubleshoot complex technical issues, communicate progress, and reduce the time required to mitigate critical incidents.
- Use engineering and support tools, customer telemetry, and customer input to identify issue trends and share insights and best practices.
- Serve as the connection between product teams and customers, providing proactive guidance on Azure configurations and deployments.
- Handle complex escalations, conduct impact analysis and root cause analysis, and drive repair and improvement items.
- Represent strategic customers' needs and feedback to product groups and close the feedback loop on product features.
- Partner with customer success, cloud architecture, technical support, product, program management, and engineering teams to resolve critical issues.
- Mentor team members and contribute to training, readiness content, triages, blogs, and quality assurance activities.
Requirements
- Bachelor's degree in Engineering, Computer Science, Information Technology, Data Analytics or Science, Artificial Intelligence, or a related field, or equivalent experience.
- At least 4 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-level, mission-critical applications and infrastructure and driving technical resolution across cross-functional organizations.
- Hands-on expertise in at least two Azure or equivalent technology areas.
- At least 2 years of customer-facing experience prioritizing, advocating for, and communicating customer needs.
- At least 2 years of experience being on call and driving mitigation for mission-critical incidents.
- Strong communication and customer-engagement skills, including the ability to build trust and explain complex technical issues to varied audiences.
- Ability to meet Microsoft, customer, and/or government security screening requirements, including the Microsoft Cloud Background Check.
Benefits
- The typical U.S. base pay range is USD $119,800-$234,700 per year, with a separate range for the San Francisco Bay Area and New York City metropolitan area.
- Certain roles may be eligible for benefits and other compensation.
- Applications are accepted on an ongoing basis until the position is filled, with the posting open for at least 5 days.
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.