Advanced Cloud Engineer II - Gov Focus

OverviewThe 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 arethe ACES Strategic team (Advanced Cloud Engineering & Supportability), a global engineering team in Azure CXP and we are focused on Strategic Azure Customers. We are customer-obsessed problem-solvers. We orchestrate and drive deep engagements in areas like Incident Management, Problem Management, Support, Resiliency, and empowering the customers. We represent the customer and amplify customer voice with Azure Engineering connecting to the quality vision for Azure. We innovate and find ways to scale our learning across our customer base. Are you constantly customer-obsessed and passionate about solving complex technical problems? Do you take pride in enhancing customer experience through innovation? If the answer is Yes, then join us and surround yourself with people who are passionate about cloud computing and believe thatextraordinary support is critical to customer success. As a customer focused Advanced Cloud Engineer II, you are theprimary engineering contact accountable for your customer's support experience on Azure. You will drive resolution of critical and complex problems, support key customer projects on Azure and be the voice of the customer within Azure. In this role, you will work in partnership with Customer Success Account Managers, Cloud Solution Architects, Technical Support Engineers, and Azure engineering with our mission to turn Azure customers into fans with 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.

ResponsibilitiesTechnical Expertise With minimal oversight, track customer incidents, engage with strategic customers and partners to understand issues, contribute to troubleshooting through diagnostics, communicate progress and next steps to customers with a focus on reducing time taken to mitigate critical incidents. Use engineering and support tools, customer telemetry and / or direct customer input to detect and flag issues in the products or with the customer usage of the products. Help customers stay current with best practices by sharing content. Identify and leverage developmental opportunities across product areas and business processes (e.g., mentorships, shadowing, trainings) for professional growth and to develop technical skills to resolve customer issues. Customer Solution Lifecycle Management With minimal guidance, serve as a connecting point between the product team and customers throughout the engagement life cycle, engage with customers to understand their business and availability needs, develop and offer proactive guidance on designing configurations and deploying solutions on Azure with support from subject matter experts. Handle critical escalations on customer issues from the customer or support or field teams, conduct impact analysis, help customers with answers to their technical questions, and serve as an escalation resource in areas of subject matter expertise. Conduct in-depth root cause analysis of issues and translates findings into opportunities for improvement and track and drive them as repair items. Relationship / Experience Management Act as the voice of customers and channel product feedback from strategic customers to product groups. Identify customer usage patterns and drive resolutions on reoccurring issues with product groups. Close the feedback loop with the customers on product features. With minimal guidance, partner with other teams (e.g., program managers, software engineers, product, customer service support teams), prioritize, unblock, and resolve critical customer issues. Collaborate with stakeholders to support delivery of solutions to strategic customers and resolving customer issues. The role also involves periodic on-call responsibilities, including after-hours and late-night support. Embody our culture and values.