About the Role

The Senior Technical Support Engineer role focuses on resolving complex customer technical issues for Azure cloud services, serving as an escalation point and driving critical customer escalations. This customer-facing position requires troubleshooting infrastructure and platform as a service (IaaS/PaaS) issues while providing proactive guidance and mentoring to other engineers.

Key Responsibilities

• Investigate and solve highly complex customer technical issues as technical escalation point
• Own and drive critical customer escalations for reactive support delivery
• Engage with account team to drive long running, high priority cases to successful closure
• Take initiative in building communities and share knowledge through coaching and mentoring
• Act as trusted advisor to product group/engineering teams and drive product improvements

Required Skills & Qualifications

Must Have:

• Bachelor's degree in Computer Science, IT or related field AND 3+ years technical support/consulting experience OR 5+ years equivalent experience
• 4+ years technical support engineering with infrastructure as a service (IaaS) and platform as a service (PaaS)
• 2+ years supporting, deploying or managing native cloud applications
• 2+ years providing direct customer support for technical issues related to cloud applications and infrastructure

Nice to Have:

• AI experience or desire to expand AI skills
• 2+ years experience with start-ups or technical incubators with architecture and technical lead roles
• Experience providing development consulting or support or application development

Benefits & Perks

• Industry leading healthcare