**Experienced Full Stack Cloud Support Engineer – Azure Customer Experience Engineering**

Are you a highly motivated and passionate individual with a strong background in cloud computing and customer support? Do you thrive in a fast-paced environment where no two days are the same? We're seeking an experienced Full Stack Cloud Support Engineer to join our Azure Customer Experience Engineering team, where you'll play a critical role in delivering exceptional customer experiences and driving business growth. **About Us** At Microsoft, we're on a mission to empower every individual and organization on the planet to achieve more. Our Azure Customer Experience Engineering team is a global organization that provides customer-centric support with an engineering mindset. We're passionate about cloud computing and believe that good support is essential to good customer service. If you share our values and are excited about the opportunity to work with a talented team, we'd love to hear from you. **Job Summary** As a Senior Customer Experience Engineer, you'll be the primary support and engineering representative responsible for our customers' Azure support experience. You'll resolve complex critical issues, support customer projects, and act as the customer spokesperson in Azure to resolve issues and support critical platform development/support needs for customers. You'll work collaboratively with the functional team (Customer Success Manager, Cloud Solution Architects, and Support Escalation Engineers) and Azure Engineering teams to turn Azure customers into fans with technical support of world-class quality. **Responsibilities** * Use engineering tools, customer support, and direct customer feedback to identify and report product defects/signs, defective equipment, or customer merchandise issues. * Track customer issues, work with customers and partners to understand issues, notify them of active events, and communicate progress and next steps to customers. * Facilitate or investigate and resolve issues using diagnostics with minimal supervision. * 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. * Help customers and partners stay up to date on best practices by sharing content through various forums. * Identify and implement potential development opportunities in products and business processes (e.g., shadowing, training) for growth and development. * Demonstrate the ability/skills to resolve customer issues. **Customer Solution Lifecycle Management** * Perform health checks to ensure that the customer's environment (e.g., products, services, features) is correctly configured and configured for deployment. * Provide customers with guidance on how to understand and use the new text with minimal guidance. * 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. * Work with customers to understand their business and availability requirements and 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. **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. * Communicate 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. **Requirements** * 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. * 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) **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. **How to Apply** If you're a motivated and passionate individual with a strong background in cloud computing and customer support, we'd love to hear from you. Please submit your application through our website, including your resume and a cover letter outlining your experience and qualifications. We can't wait to hear from you!