Advanced Cloud Engineer in Customer Support

• Gathers feedback from the customers and partners to learn ways in which customers and partners use the service and identify feature and knowledge gaps, misconfigurations, metrics, and key performance indicators (KPIs) in the current product
• Helps customers and partners stay current with best practices by sharing content via multiple forums
• Identifies content improvement or troubleshooting guides
• Helps implement automation of complex solutions
• Identifies and leverages potential developmental opportunities across product areas and business processes for professional growth and to develop and execute on technical intensity/skilling to resolve customer issues
• Conducts health checks to ensure customer environment is optimized and configured for deployment
• Provides guidance to customers on understanding and implementing new versions, software updates, and releases of platforms within Microsoft
• Serves as a connecting point between the engineering team and customers representatives throughout the solution lifecycle
• Conducts feature reviews on new deployment to identify gaps
• Provides guidance to customers on designing configurations and deploying solutions on Microsoft platforms
• Engages with customers to understand their business and availability needs to then help develop guidance to meet deployment needs
• Serves as a connecting point and escalates specific customer issues to appropriate teams to resolve customer issues
• Communicates progress and keeps stakeholders aligned with respect to escalations
• Handles escalations on customer issues from the support or field teams
• Conducts root-cause analysis of the issues and follows up with the customers
• Collaborates with the relevant product and business groups on how customers use the product
• Understands and identifies gaps in customer scenarios and product limitations
• Provides details to the product and business groups on customer product experience and usage
• Acts as a voice of customers (VOCs) to inform product and business groups on customer product experience and usage
• Partners with other teams to review and unblock, and resolve customer incidents/issues
• Collaborates with internal partner teams to supports delivery of solutions back to the customers
• Informs stakeholders on customer progression including issues
• Independently starts to build partnerships with internal technical teams to update the troubleshooting resources
• Works with the relevant product and business groups to resolve customer issues

• Bachelor's Degree Engineering, Computer Science, Information Technology (IT), Data Analytics/Science, Artificial Intelligence (AI), or related field AND 2+ years experience in technology industry, cloud, technical support, and/or customer experience engineering OR equivalent experience
• Active U.S. Government Top Secret Clearance with access to Sensitive Compartmented Information (SCI) based on a Single Scope Background Investigation (SSBI) with Polygraph
• Verification of U.S. citizenship
• Ability to pass the Microsoft Cloud background check upon hire/transfer and every two years thereafter

1+ year(s) of customer facing experience