Microsoft Azure Sovereign Cloud Customer Engineer - Billing 

Ireland, Dublin 

112882500

Azure CXP

You will also act as the voice of the sovereign cloud within Azure to escalate problems and to drive prioritization of platform/support improvement needs.

Bachelor’s Degree AND experience in technical support or billing support role

Technical understanding of commerce platform concepts and procedures including online services, Order to Cash operations and general billing and commerce systems processes (e.g., invoicing, credit card transactions).

education, skills,and/or practical experience and technical support or billing support role.

Preferred Qualifications:

• Demonstrated IT experience supporting and troubleshooting enterprise level, mission-critical applications resolving highly complex issues/situations and driving resolution across cross-functional organizations

• Ability to empathize with partners and convey confidence. Able to explain highly technical issues to varied audiences. Able to prioritize and advocate customer’s needs to the proper channels. Take ownership and work towards a resolution.
• Handle challenging and politically sensitive customer situations, including the appropriate use of all available resources, communicate effectively with Support and Engineering teams on complex issues

• Passion for partners and focus on delivering the right customer experience.

• Openness and ability to learn new skills and technologies in a fast-paced environment.

• Good understanding of Azure and/or compete cloud products.

• Proactive Partner Engagement: Develop a deep understanding of partners' key solutions, workloads, and priorities on Azure. Conduct regular trend analysis, proactive monitoring, and event planning to support their objectives effectively.

• Strategic Project Execution: Take ownership of project-level Azure Subscription and Billing issues, driving them toward resolution. Ensure support and engineering teams are prepared for key milestones, maintaining high readiness levels.

• Critical Problem Resolution: Lead the Azure Support team in swiftly mitigating Azure Subscription and Billing issues. Provide timely communication within a 24x7x365 global support framework.

• Case Ownership: Manage a subset of escalated partner support cases from initiation to resolution. Deliver an exceptional partner support experience and continually enhance Azure technical expertise.

• Root Cause Analysis (RCA) Ownership: Oversee the timely and quality delivery of root cause analyses (RCA) to understand reported issues and prevent future occurrences.

• Engineering Engagement: Act as a relentless advocate for partners, driving product feedback and feature requests to address pain points and enhance Azure resiliency.