Are you interested in working for one of the most exciting products in Microsoft, passionate about exceeding customer expectations and advancing Microsoft's cloud first strategy? Are you interested in a start-up like environment, passionate about cloud computing technology and driving growth in one of Microsoft's core businesses? If so, then look no further than the Azure Customer Experience (CXP), Customer Reliability Engineering (CRE) team!

Microsoft Azure provides customers with on-demand and infinitely scalable infrastructure and platform for customers to build, host, and scale service applications on the Internet through Microsoft's global data centers. Azure CXP CRE is a top-level pillar of Azure Engineering that leads world-class customer reliability engagements, modern customer-first experiences for scale, and drives deep customer insights and empathy into the broader Azure Engineering organization. Our teams are listening to customers around the clock, driving improvements and capabilities into services, support programs, service incident experience, community engagements, and more. Our “no dead-end” philosophy ensures that every customer, regardless of size or scale, can realize their full potential through the Microsoft Cloud.

Azure CXP is looking for a customer-focused engineer passionate about Customer Reliability Engineering (Availability, Reliability, Resiliency) and supportability of the Azure platform at scale. This role will be accountable for improving customer experience on Azure, diagnosing and troubleshooting mission critical customer applications built on the Microsoft Azure platform. The successful candidate will be able to demonstrate breadth while managing complex, highly available services with a deep understanding of the underlying components (Azure Platform, Azure SDK, Azure Portal), and work directly with customers, Customer Service & Support (CSS), Livesite and Engineering teams. Our team is looking for a Customer Reliability Engineer that will help evolve a world-class infrastructure that supports a growing number of CXP customer programs. You will deliver critical, customer-facing features and work across many Azure servicing teams, ensuring they meet our customer’s needs. You will stay acutely aware of COGS at scale, building features efficiently and ensuring that our infrastructure and automation capabilities meet the needs of CXP program owners. You will partner with Program Management, Business, Field, Marketing, and Support teams. You will be surrounded by data scientists, elite developers, and colleagues that obsess over improving customer experience. To be successful in this role, you must have a great track record of customer compassion, an engineering mindset, an innate aptitude for agility, and technical excellence in software engineering.

Responsibilities

Collaborate closely with Engineering Developers/PMs to ensure the availability and performance of Live Site and the satisfaction of our customers

Participate in on-call coverage rotation - provide leadership to all customer facing teams during incidents and crisis escalations

Improve Customer experience by analyzing signals from various sources, driving RCA's and service improvements involving bug fixes

Drive continuous improvement in the Azure platform incorporating feedback from internal/external customers

Identify and drive implementation of customer-centric mitigation levers and playbooks for operations

Participate in the design of vNext architecture for cloud infrastructure services, focusing on strategic customer support scenarios

Partner with CRE PMs to develop process, tools, automations, reports to evolve CRE programs

Qualifications

Service Engineering experience in a 24 x 7 x 365 enterprise environment

Networking knowledge (TCP/IP, BGP, LAN switching, IP QoS, Load Balancing, Firewall/Proxy, DDoS protection, etc.)

Windows Server support and management experience (performance analysis and tuning, virtualization, clustering, etc.), or equivalent expertise in Linux

Fluency in one or more scripting/querying languages (PowerShell, Python, Kusto, SQL, etc.)

Technical expertise on cloud services and capabilities on Microsoft Azure or other cloud platforms

Expertise in common methodologies and frameworks for High Availability, Disaster Recovery, Business Continuity, Architecture Design and Change Management

Excellent written and oral communication skills in Mandarin and English is required, and Cantonese/Japanese would be great value add

BS/BA in Computer Science, Engineering, Math or equivalent experience

The following attributes are also required to assure your success:

Enthusiastic, self-motivated, and a great teammate

Excellent collaboration, organizational, time management skills

Excellent problem resolution, judgment, negotiating and decision making skills

Demonstrates strategic thinking, quantitative and analytical skills

Data-driven with a focus on business results for projects undertaken

Effectively manage and prioritize multiple tasks in accordance with high level objectives/projects

Ability to communicate to a variety of audiences, including high-profile customers, executive management, and engineering teams

Demonstrated ability to develop key partnerships

Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request via the Accommodation request form.