Advanced Cloud Engineer – Azure Customer Experience

Job Description

Senior Azure Cloud Customer Experience Engineer – Japanese Speaking | Microsoft

The Tone:
This is a full-time role at Microsoft, located in Sydney, Melbourne, or Brisbane, Australia. Microsoft Cloud customers stake their entire business and reputation on its services every day. The Azure Customer Experience (CXP) team, specifically the ACES Strategic team, ensures customer success by maintaining high standards for cloud service quality and reliability. This role is crucial for problem-solving, improving the customer support experience, and advocating for customer needs within Azure Engineering to turn customers into fans.

The TL;DR
• Role: Full Time
• Type: Full-time
• Location: In-person, Australia(New South Wales, Victoria, Queensland)
• Team: ACES Strategic team, a global engineering team in Azure CXP, focused on Strategic Azure Customers.
• Mission: To turn Azure customers into fans with world-class engineering-led support experience by solving complex technical problems and enhancing customer experience.
• Tech Stack: Core IaaS (Compute, Storage, Networking, High Availability), SQL Server, Azure SQL DB, HDInsight/Hadoop, Machine Learning, Azure Stream Analytics, Azure Data Factory / Data Bricks, Redis Cache, Service Bus, Event Hub, Cloud Service, IoT suite, Mobile Apps, SSO/Federation, AD/Azure AD, ADFS, Cosmos DB, Azure Kubernetes Service, PowerShell, Python, C#, Open Source

What You’ll Actually Do
• Technical Analysis: Utilize engineering tools, customer telemetry, and direct input to flag patterns of defects or issues across products and customers, then inform customers about progress and next steps.
• Service Improvement: Synthesize customer feedback to learn about product usage, identify and resolve feature and knowledge gaps, and recommend content or troubleshooting guide improvements.
• Solution Lifecycle Management: Conduct health checks to ensure optimal customer environment configuration, provide guidance on new versions, and proactively assist with designing configurations and deploying solutions.
• Complex Escalation Handling: Manage complex customer escalations from support or field teams, conduct deep root cause analysis, and convert issues into opportunities for improvement.
• Customer Advocacy: Act as the voice of customers, leveraging feedback to provide input on business plans, drive resolutions for recurring issues with engineering, and close the feedback loop on product features.

The Must-Haves
• Background: Bachelor’s Degree in Engineering, Computer Science, Information Technology, Data Analytics/Science, Artificial Intelligence, or a related field.
• Experience: 4+ years in the technology industry, cloud, technical support, and/or customer experience engineering; 4+ years supporting and troubleshooting enterprise-level, mission-critical applications; at least 2+ years of cloud experience.
• Skills: Excellent communication to empathize with customers and explain highly technical issues to varied audiences, customer obsession with a focus on delivering the right experience, a growth mindset for learning new skills and technologies, an understanding of cloud computing technologies, and fluency in both Japanese and English (verbal and written).
• Bonus: Demonstrated hands-on experience in one or more areas such as Core IaaS, Data Platform and Bigdata, Azure PaaS Services, Identity and Authentication, Cosmos DB, Azure Kubernetes Service, or automation languages like PowerShell, Python, C#, or Open Source.