Azure Escalation Engineer

Job Title: Azure Escalation Engineer

Qualifications
To be successful in this role, the following Large company skills and experience is desired:
Required Qualifications:
• 3+ years of experience in a customer-facing or support role in any of the following: technical escalation support, product support, developer support, IT DevOps, IT Admin/support, Systems Development, or Consulting or IT/Network Operations.
• 2+ years of experience in one or more of the following:
o Microsoft Azure Platform:
o Cloud Computing
o Microsoft Azure architecture and its components (Fabric, Compute, Storage, RDOS, Management Portal)
o Microsoft Cognitive Services (including Azure OpenAI) & IoT services (only required 1 of services)
o Knowledge of Service oriented architecture.
• Familiarity with development: tools, language, process, methods, troubleshooting
o Experience with Data Integration solutions and services
o Experience with Open Source technology preferred

• Embedded Escalation Engineers are not expected to write product code; however, should be able to apply their code skills and understanding towards efficiently resolving support issues as appropriate. Experience with C#, JAVA, .NET, PowerShell, CLI, Cognitive Services (including Azure OpenAI) and/or IoT.
o Experience with workflow automation tools like Power automate, Azure automation etc.
o Service engineering and/or DevOps experience at internet scale involving user data and/or software development for an enterprise level product
• Superior problem solving and troubleshooting skills, an ability to use various data collection tools and methodologies to analyze problems and develop solutions"
As an Embedded Escalation Engineer (EEE), you will be an important member of the Customer Service and Support (CSS) Data and AI Support Engineering Team and a virtual member of the Cognitive Services (Azure OpenAI) & IoT Product Group. You will have the following key responsibilities:
• Lead engineering investigations to bring quicker issue resolution to support incidents impacting our customers and improve customer experience.
• Build solutions, help create tools, help automate issue detection and diagnosis, to enable customers or support to self-resolve the issues.
• Identify emerging trends or re-occurring escalation scenarios and drive engineering opportunities to mitigate and/or eliminate them from the workflow. This can include a range of potential work item categories; such as self-healing mechanisms, self-serve, transparency, automation, and/or increasing the capabilities for Azure support.
• Contribute to product improvements by filing impactful bugs, design change requests and helping developers to fix and ship them to production, preventing customers from being impacted.
• As a trusted advisor to the Microsoft Azure engineering team and the Serviceability Technology Lead, you will suggest changes to future versions to better equip our support teams as well as our partners and customers and help influence in-market solutions today.
• As a customer ambassador, you will also partner with engineering leadership for strategic technical, architectural and design discussions, and drive strategic thought leadership for Azure Diagnostics/UDE tools creation and usage worldwide bringing the customer voice to the center of impactful decisions. These strategic areas of focus will target our highest impact pain points for our partners, customers and team members.
• Able to work well in challenging situations while exhibiting flexibility and ability to tolerate and manage through ambiguity and uncertainty.
Beyond extensive technical and product focus, this role requires the ability to frame and communicate issues and recommendations clearly and concisely, show exceptional attention to detail, and demonstrate the ability to build broad relationships with the right influencers, leveraging those relationships to impact key business results. The successful candidate will have a solid understanding of the competitive landscape and use this understanding to influence decision makers in both support and the Cognitive Services (OpenAI) & IoT Engineering Groups.
It’s your chance to:
• Work directly with our Cognitive Services (Azure OpenAI) & IoT Product Group to provide world-class engineering support at a product component level.
• Perform complex product debugging and remediation when needed; working alongside the Big Data development teams to drive support incident resolution for configuration, code, or other service deficiencies impacting customers.