About the Role

Senior Customer Experience Engineer focused on strategic Azure customers, driving resolution of critical technical issues and enhancing support experience. Acts as primary engineering contact for customer support, troubleshooting complex problems and providing proactive guidance on Azure solutions. Works cross-functionally to improve customer health and reduce incident resolution time.

Key Responsibilities

• Track customer incidents and troubleshoot to reduce mitigation time for critical issues
• Use engineering tools to detect issue patterns and share insights/best practices with customers
• Serve as connecting point between product teams and customers throughout engagement lifecycle
• Handle complex escalations, conduct root cause analysis, and drive improvement items
• Act as voice of customers, synthesize feedback, and collaborate with stakeholders to deliver solutions

Required Skills & Qualifications

Must Have:

• Bachelor's Degree in Engineering, Computer Science, IT, Data Analytics/Science, AI, or related field AND relevant experience OR equivalent experience
• Experience supporting/troubleshooting enterprise-level mission-critical applications and infrastructure
• Experience with on-call and driving mitigation for mission critical incidents
• Relevant experience with App Services

Nice to Have:

• Technical skills in Core IaaS (Compute, Storage, Networking, Kubernetes, High Availability)
• Technical skills in Data Platform and Bigdata (Azure SQL DB, Cosmos DB, PostgreSQL, Azure Data Bricks, Azure Data Factory, AI/ML)
• Technical skills in Azure PaaS Services (App Services, Azure Functions, Redis Cache, Event Hub)
• Communication skills to empathize with customers and explain technical issues
• Customer obsession and growth mindset for learning new skills

Benefits & Perks

• Industry leading healthcare