Azure ACE Engineer II

About This Role

Join one of the fastest-growing teams within Microsoft Azure Engineering Operations (EngOps). As an Advanced Cloud Engineer II – Customer Focused, you will be a primary support and engineering contact accountable for driving resolution on complex critical problems and supporting key customer projects on Azure.

Your Mission:

• Act as the voice of the customer within Azure to escalate issues and drive prioritization of platform improvements.
• Orchestrate deep engagements in incident management, support, and enablement across our Cloud + AI team.
• Collaborate with field teams (Customer Success Account Managers, Architects) and engineering groups to turn customers into fans through world-class experience.

Your Responsibilities:

Technical Excellence & Resolution: Utilize engineering tools and customer telemetry to flag defects. Synthesize feedback to identify feature gaps and KPIs. Recommend improvements for troubleshooting guides and develop metrics to evaluate changes.

Customer Solution Lifecycle Management: Conduct health checks on customer environments using cross-systems. Provide guidance on new versions, configurations, and deployments within Microsoft platforms. Handle complex escalations by determining priority through impact analysis and conducting deep root cause conversions into improvement opportunities.

Relationship & Experience Management: Act as the voice of customers to provide input on business plans for product groups. Identify usage patterns and drive resolutions with engineering teams. Partner with program managers, software engineers, and support teams to prioritize high-impact issues and integrate customer features. Close feedback loops effectively.

Required Qualifications:

• Experience: 8+ years in IT supporting enterprise-level applications; 6+ years in external/customer-facing roles; 3+ years in cloud computing technologies.

Tech Stack & Skills:

We seek expertise in Core IaaS (Compute, Storage, Networking, HAVS), Data Platform/BigData (SQL Server, Azure SQL DB, HDInsight/Hadoop, ML, Stream Analytics, Data Factory/Data Bricks, Cosmos DB), and PaaS Services (Redis Cache, Service Bus, IoT suite). Strong communication skills to empathize with customers and explain technical issues are essential.

Core Values:

• Customer Obsession: Passion for delivering the right customer experience.
• Growth Mindset: Openness to learning new skills in a fast-paced environment.

Note: This role requires passing Microsoft Cloud Background Checks (upon hire and every two years thereafter). We are an equal opportunity employer committed to diversity, inclusion, and authenticity.