Customer Escalation Engineer

Customer Escalation Engineer / Lead

Pre-requisition

• Bachelor's Degree in Computer Science/Technology, Engineering or equivalent
• 2+ years of IT experience supporting and troubleshooting enterprise level, mission critical applications resolving highly complex issues/situations
• 5+ years experience can be considered for lead role.
• Excellent written and verbal communication skills.
• Customer oriented to provide customer experience
• Openness and ability to learn new skills and technologies in a fast-paced environment.

Key Responsibilities

• Understand and support customer key solutions, workloads, and priorities on Azure including regular engagement on trend analysis, proactive monitoring, and event planning.
• Own project-level Azure issues and actively drive them towards resolution whilst ensuring support and engineering readiness for key milestones.
• Lead Azure Support to drive fast mitigation of issues impacting critical workloads and provide timely communication in a 24x7x365 global support environment.
• Directly own a subset of customer support cases from end to end. Deliver a great customer support experience. Continuously grow Azure technical skills.
• Own and drive the timely delivery of quality root cause analysis (RCA) to understand and prevent future occurrence of reported issues.
• Champion and advocate driving product feedback, feature requests to address customer pain points and improve Azure resiliency.

Technical Skill Sets:

Automation languages: Python, C#, Powershell, Open Source.

Cloud Domains: Core IaaS, Data Platform and Bigdata, Azure PaaS Services, Identity and Authentication.

Certifications: AZ-900