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Azure Cloud Customer Experience Engineer 2

Microsoft· Customer Experience Engineering
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Sydney, Melbourne, Brisbanefull-timePosted 1mo ago

About the role

Azure Cloud Customer Experience Engineer 2 responsible for the customer’s Azure support experience, driving resolution of complex problems, and acting as the voice of the customer to escalate and drive platform/support improvements for Azure.

Responsibilities

  • Utilizes engineering tools, customer telemetry and direct input. Flags patterns of defects/signals in products or issues across customers. Inform customers and partners about active issues, progress, and next steps.
  • Synthesize feedback from customers and partners to learn product usage, identify and resolve feature/knowledge gaps and KPIs. Lead team in sharing insights and best practices with customers and partners on service improvements.
  • Recommend changes to content improvement or troubleshooting guides and develop metrics to evaluate changes.
  • Utilizes cross systems to conduct health checks to ensure the customer environment is optimized and configured for deployment.
  • Provides guidance to customers on understanding and implementing new versions. Serves as a connecting point between engineering and customers throughout the solution lifecycle.
  • Responds and resolves immediate issues throughout the solution lifecycle. Proactively guides customers on designing configurations and deploying solutions on Microsoft platforms.
  • Handles complex escalations, conducts impact analysis to determine priority, and performs deep root cause analysis to convert issues into improvement opportunities.
  • Acts as voice of customers to provide input on business plans; identifies usage patterns and resolves recurring issues with engineering and product groups.
  • Leads their team in engaging with feature/product groups for redesigns or customer-requested changes; closes feedback loop with customers on product features.
  • Partners with other teams to prioritize and drive resolutions of complex, high-impact customer issues and integration of customer features into products.
  • Leads discussions with stakeholders on customer progression and provides expertise on resolution plans for common issues. Translates signals into actionable insights for product teams.
  • Coordinates with engineering/product teams to develop mechanisms that improve customer health engagement and reduce turnover time.

Qualifications

  • Bachelor's Degree Engineering, Computer Science, Information Technology (IT), Data Analytics/Science, Artificial Intelligence (AI), or related field and 2+ years experience in technology industry, cloud, technical support, and/or customer experience engineering OR equivalent experience.
  • 4 years of demonstrated IT experience supporting and troubleshooting enterprise-level, mission-critical applications resolving complex issues and driving technical resolution across cross-functional organizations.
  • 4+ years’ experience in an external customer/client facing role.
  • 2+ years of experience working on cloud computing technologies.
  • Experience with being on-call.

Skills

Required:Cloud computing technologiesAzure Kubernetes ServiceSQL Server / Azure SQL DBCommunication

Benefits

  • Security screening as part of Microsoft requirements (Microsoft Cloud Background Check) and periodic rechecks.
  • Equal opportunity employer statements included in posting.
Last updated Aug 27, 2026. Interested? Apply on the company site.

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