Senior Service Engineer

Microsoft (Sydney NSW, Australia) 27 days ago

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’s” 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 Senior Service Engineer passionate about Customer reliability engineering (Availability, Reliability, site up) and supportability of the Azure platform at scale. This role will be accountable for improving customer experience on Azure, for 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 Support, Livesite Teams, and Engineering.

Our team is looking for a Service Engineer that will help evolve a world-class infrastructure that supports a growing number of customers. You will deliver critical, customer facing features and work across many Azure servicing teams, ensuring they meet our customer’s needs. In this role, 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.



  • Collaborate closely with Engineering/PM 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
  • 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 requirements for increased customer self-supportability
  • Identify and drive implementation of customer centric mitigation levers and playbooks for Operations
  • Participate in the design of V. Next architecture for Cloud infrastructure services, focusing on strategic customer support scenarios
  • Enthusiastic, self-motivated, and a great teammate.
  • Excellent collaboration, organizational, time management skills.
  • Data driven with a focus on business results for projects undertaken.
  • Demonstrated ability to develop key partnerships.

Benefits and Perks

  • Industry leading healthcare
  • Savings and investments
  • Giving programs
  • Educational resources
  • Maternity and paternity leave
  • Opportunities to network and connect
  • Discounts on products and services
  • Generous time away

Senior Service Engineer

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