Senior Engineer Homebased

Microsoft’s mission is to empower every person and every organization on the planet to achieve more. 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.
Every minute of every day, customers stake their entire business and reputation on Microsoft Cloud. The Azure Customer Experience (CXP) team believes that when we meet our high standards for quality and reliability, our customers win. Our vision is to turn Microsoft Cloud customers into fans.
We are the ACES Strategic team (Advanced Cloud Engineering & Supportability), a global engineering team in Azure CXP and we are focused on Strategic Azure Customers. We represent the customer and amplify customer voice with Azure Engineering connecting to the quality vision for Azure. Diversity and inclusion are central to who we are, how we work, and what we enable our customers to achieve. Do you take pride in enhancing customer experience through innovation? As a customer focused Advanced Cloud Engineer, you are the primary 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.
Use engineering and support tools, customer telemetry and/or direct customer input to detect and flag trends/patterns of issues in the products or products misuse across customers. Recommend and help develop training/readiness modules (e.g., mentoring, leading triages, content creation, brown bag sessions, blogs, quality assurance checks). Acts as a mentor, shares knowledge, and contributes to the content and readiness strategy for the team.
Serve as a connecting point between the product team and customers throughout the engagement lifecycle, engage with customers to understand their business and availability needs, develop and offer proactive guidance on designing configurations and deploying solutions on Azure.
Handle complex 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.
program managers, software engineers, product, customer service support teams), prioritize, unblock, and resolve critical customer issues.
Bachelor's Degree in Engineering, Computer Science, Information Technology (IT), Data Analytics/Science, Artificial Intelligence (AI), or related field AND a significant amount of  years experience in technology industry, cloud, technical support, and/or customer experience engineering 
a Significant amount of years of demonstrated experience supporting and troubleshooting enterprise level, mission-critical applications and infrastructure resolving complex issues/situations and driving technical resolution across cross-functional organizations.
Microsoft Cloud Background Check: This position will be required to pass the Microsoft Cloud Background Check upon hire/transfer and every two years thereafter.
#This position will be open for a minimum of 5 days, with applications accepted on an ongoing basis until the position is filled.
Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, citizenship, color, family or medical care leave, gender identity or expression, genetic information, immigration status, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran or military status, race, ethnicity, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable local laws, regulations and ordinances. If you need assistance with religious accommodations and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations.