Responsibilities

Response and Resolution
• You own, investigate and solve complex customer technical issues and act as a advisor to the customer, collaborating within and across teams and leveraging troubleshooting tools and practices

Readiness
• You lead in building communities with peer delivery roles and share your knowledge through readiness programs, technical coaching and mentoring of others.
• You deepen your technical and professional proficiency to enable you to resolve complex customer issues, through training and readiness.

Product/Process Improvement
• You engage with Microsoft Engineering/ Supportability teams to investigate potential product defects and help develop automation techniques and diagnostic tools driving Microsoft product improvements

Responsibilities
Your Responsibilities
• Help drive customer success and confidence in the Azure platform, through our Solution Risk Assessment analysis.
• Provide Best Practice recommendation across the entirety of Azure resources based on Customer solutions.
• Articulate, written and spoken, recommendation to leadership and technical level audiences.
• Navigate complex, strategic, high-profile customer event requirements and needs.
• Drive event health by effective collaboration and engagement outside of CSS (Product Engineering teams, Services, Support, Regions)
• Own, customer support experience, using collaboration, troubleshooting best practices and transparency within and across teams (e.g. swarming)
• Identify and Handle issue escalation be it technical or functional
• Create and maintain incident management requests to product group or engineering group
• Contribute to overall better efficiencies within our process/procedures through initiatives, automation and other digital self-help tools to improve customer and engineer experience.
• Provide ramp activities, knowledge sharing, technical coaching and mentoring for new AEM team members.
• Lead or participate in building communities with peer delivery roles; may be workload or specialty specific 

Qualifications

Language Qualification
English Language: fluent in reading, writing and speaking

Job qualifications:
Required Qualifications
• Experience in Support or Solution and Architectural consulting experience.
• Technical and architectural knowledge across IaaS or PaaS cloud platform technologies (e.g. Azure, AWS, Google Cloud)..

Preferred Qualifications
• Bachelor’s degree in Computer Science, Engineering, Mathematics, Information Systems, or a related field
• Experience in consulting on complex cloud or hybrid solution architecture specifically in the realm of scalability, resiliency, and optimization
• Technical Knowledge and Experience with Azure
• Experience working with Account Teams for discussions and presentations
• Demonstrated ability to identify technical design deficiencies, provide best practice solution guidance, and think and articulate clearly in business acumen at all levels of business.
• Demonstrated experience in cross-collaboration between support, product engineering, service engineering, and program management teams