In this role, you will work together with field teams (Customer Success Account Managers, Cloud Solution Architects, Support Escalation Engineers) and Azure engineering teams on: Proactive Customer Engagement – Understand and support their key solutions, workloads, and priorities on Azure including regular engagement on trend analysis, proactive monitoring, and event planning.
Strategic Project Execution – Own project-level Azure issues and actively drive them towards resolution whilst ensuring support and engineering readiness for key milestones.
Critical Problem Resolution – Lead Azure Support to drive fast mitigation of issues impacting critical workloads and provide timely communication in a 24x7x365 global support environment.
Case Ownership – Directly own a subset of customer support cases from end to end. Deliver a great customer support experience. Continuously grow Azure technical skills.
RCA Ownership – Own and drive the timely delivery of quality root cause analysis (RCA) to understand and prevent future occurrence of reported issues.
Engineering Engagement – Relentlessly champion and advocate driving product feedback, feature requests to address customer pain points and improve Azure resiliency.
What are the job responsibilities for this role?
In this role, you will work together with field teams (Customer Success Account Managers, Cloud Solution Architects, Support Escalation Engineers) and Azure engineering teams on: Proactive Customer Engagement – Understand and support their key solutions, workloads, and priorities on Azure including regular engagement on trend analysis, proactive monitoring, and event planning. Strategic Project Execution – Own project-level Azure issues and actively drive them towards resolution whilst ensuring support and engineering readiness for key milestones. Critical Problem Resolution – Lead Azure Support to drive fast mitigation of issues impacting critical workloads and provide timely communication in a 24x7x365 global support environment. Case Ownership – Directly own a subset of customer support cases from end to end. Deliver a great customer support experience. Continuously grow Azure technical skills. RCA Ownership – Own and drive the timely delivery of quality root cause analysis (RCA) to understand and prevent future occurrence of reported issues. Engineering Engagement – Relentlessly champion and advocate driving product feedback, feature requests to address customer pain points and improve Azure resiliency.