Microsoft Customer Experience Engineer - Azure CXP 

Taiwan, Taoyuan City 

126502231

• 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.

Technically Oriented

• With minimal oversight, 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 issues in the products or with the customer usage of the products. Help customers stay current with best practices by sharing content.

• Identify and leverage developmental opportunities across product areas and business processes (e.g., mentorships, shadowing, trainings) for professional growth and to develop technical skills to resolve customer issues.

• With minimal guidance, serve as a connecting point between the product team and customers throughout the engagement life cycle, engage with customers to understand their business and availability needs, develop and offer proactive guidance on designing configurations and deploying solutions on Azure with support from subject matter experts.
• Handle critical escalations on customer issues from the customer or support or field teams, conduct impact analysis, help customers with answers to their technical questions, and serve as an escalation resource in areas of subject matter expertise.
• Conduct in-depth root cause analysis of issues and translates findings into opportunities for improvement and track and drive them as repair items.

Relationship/Experience Management

• Act as the voice of customers and channel product feedback from strategic customers to product groups. Identify customer usage patterns and drive resolutions on reoccurring issues with product groups. Close the feedback loop with the customers on product features.
• With minimal guidance, 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 support delivery of solutions to strategic customers and resolving customer issues.