Microsoft Senior Customer Experience Engineer - Azure CXP 

Taiwan, Taoyuan City 

496891048

• Bachelor’s degree in engineering, Computer Science, or related field AND experience in Software industry experience related to technology OR equivalent experience.
• Demonstrated IT experience supporting and troubleshooting enterprise level, mission-critical applications resolving complex issues/situations and driving technical resolution across cross-functional organizations.
• Experience in an external customer / client facing role.
• Experience working on cloud computing technologies.

Preferred Qualifications:

• Experience with being on-call.
• Technical Skills: Cloud computing technologies. Demonstrated hands on experience in one or more of the following:
o Core IaaS: Compute, Storage, Networking, High Availability
o Data Platform and Bigdata: SQL Server, Azure SQL DB, HDInsight/Hadoop, Machine Learning, Azure Stream Analytics, Azure Data Factory / Data Bricks
o Azure PaaS Services: Redis Cache, Service Bus, Event Hub, Cloud Service, IoT suite, Mobile Apps, etc.
o Experience in Monitoring related technologies like Azure Monitor, Log Analytics, Resource Graph, Azure Alerts, Network Watcher, Grafana, Ambari, Prometheus, Datadog, Confluent, etc.
o Experience in deploying, configuring, and operating enterprise Monitoring solutions.
o Experience in one or more automation languages (PowerShell, Python, C#, Open Source)
• Communication skills: ability to empathize with customers 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.
• Customer Obsession: Passion for customers and focus on delivering the right customer experience.
• Growth Mindset: Openness and ability to learn new skills and technologies in a fast-paced environment.

The ability to meet Microsoft, customer and/or government security screening requirements are required for this role. These requirements include but are not limited to the following specialized security screenings: Microsoft Cloud Background Check: This position will be required to pass the Microsoft Cloud background check upon hire/transfer and every two years thereafter.

• Track customer incidents, engage with strategic customers and partners to understand issues, contribute to troubleshooting through diagnostics, communicate progress and next steps to customers with a focus on reducing time taken to mitigate critical incidents.

• 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. Develop and share insights and best practices with 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.
Customer Solution Lifecycle Management

• 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.

• Conduct in-depth root cause analysis of issues and translates findings into opportunities for improvement and track and drive them as repair items.

• Partner with other teams (e.g., program managers, software engineers, product, customer service support teams), prioritize, unblock, and resolve critical customer issues.

• Collaborate with stakeholders to deliver solutions to strategic customers and develop mechanisms that improve customer health and reduce the turnover time.