Jobs via Dice ยท 15 hours ago
Senior Advanced Cloud Engineer in Customer Support (ACE) - CTJ - Poly
Redmond, WA
Full-time
Onsite
Mid, Senior Level
$120K/yr - $235K/yr
4+ years expJobs via Dice is seeking a Senior Advanced Cloud Engineer in Customer Support (ACE) to join their Customer Advocacy & Engineering team. In this role, you will work directly with customers to resolve issues, provide technical guidance, and collaborate with engineering teams to improve service quality for Microsoft cloud technologies.
Computer Software
No H1B
Security Clearance RequiredU.S. Citizen Only
Responsibilities
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 (e.g., mentorships, shadowing, trainings) for professional growth and to develop and execute on technical intensity/skilling to resolve customer issues
Conducts health checks to ensure customer environment (e.g., product, service, feature) is optimized and configured for deployment. With minimal guidance, provides guidance to customers on understanding and implementing new versions, software updates, and releases of platforms within Microsoft. With minimal guidance, serves as a connecting point between the engineering team and customers representatives throughout the solution lifecycle. With minimal guidance, conducts feature reviews on new deployment to identify gaps. With managerial support, provides guidance to customers on designing configurations and deploying solutions on Microsoft platforms. With minimal guidance, engages with customers to understand their business and availability needs to then help develop guidance to meet deployment needs
Embody our culture and values
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. With some supervision, handles escalations on customer issues from the support or field teams. Escalates issues to seniors or managers within the team, if more assistance is needed. With minimal oversight, 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. With minimal supervision, acts as a voice of customers (VOCs) to inform product and business groups on customer product experience and usage
With minimal guidance, partners with other teams (e.g., program managers, software engineers, product, customer service support [CSS] 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. With minimal guidance, works with the relevant product and business groups to resolve customer issues
Qualification
Required
Bachelor's Degree in Engineering, Computer Science, Information Technology (IT), Data Analytics/Science, Artificial Intelligence (AI), or related field AND 4+ years experience in technology industry, cloud, technical support, and/or customer experience engineering OR equivalent experience
Candidates must be able to meet Microsoft, customer and/or government security screening requirements are required for this role
The successful candidate must have an active U.S. Government Top Secret Clearance with access to Sensitive Compartmented Information (SCI) based on a Single Scope Background Investigation (SSBI) with Polygraph
Ability to meet Microsoft, customer and/or government security screening requirements are required for this role
Failure to maintain or obtain the appropriate U.S. Government clearance and/or customer screening requirements may result in employment action up to and including termination
This position requires successful verification of the stated security clearance to meet federal government customer requirements
You will be asked to provide clearance verification information prior to an offer of employment
This position will be required to pass the Microsoft Cloud background check upon hire/transfer and every two years thereafter
This position requires verification of U.S. citizenship due to citizenship-based legal restrictions
To meet this legal requirement, citizenship will be verified via a valid passport, or other approved documents, or verified US government Clearance
Preferred
5+ years' experience in technology industry, cloud, technical support, and/or customer facing roles
Company
Jobs via Dice
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0-1 employees
Funding
Current Stage
Early StageCompany data provided by crunchbase