Azure Support Engineer Manager
hace 2 semanas
About Our Team
We're a fast-paced team that's passionate about delivering exceptional customer experiences. We're looking for a Support Escalation Engineer who shares our passion and can help us drive the evolution of Microsoft Azure Rapid Response Support. As a member of our team, you'll have the opportunity to work with our most strategic enterprise customers and develop your technical skills in a rapidly growing and profitable cloud service.
Job Responsibilities
- Build relationships with key customer contacts and Technical Account Managers to enhance trust
- Participate in regular governance calls with assigned customers and account team stakeholders to solicit customer support needs and blockers
- Capture key customer context and raise awareness of events and/or need-to-know information across the team
- Identify problems and/or improvement opportunities via routine review of customer case trends and track mitigation, solution development, and/or team awareness
- Share best practices and other resources based on customer Azure usage areas and observed trends
- Quickly identify customer issues to specific Azure Services or Azure Platform
- Respond to and resolve critical customer issues by performing depth analysis work and engaging with the Engineering Group effectively
- Develop tools and scripts to automate troubleshooting activities and explore diagnostic opportunities on Tenant-based monitoring/alerts
- Lead triage meetings to share knowledge with other engineers and develop customer solutions efficiently
- Act as a technical leader, mentor, and role model across the ARR business
- Maintain strong working knowledge of pre-release products and take ownership for product improvement in key product areas
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