Technical Support Engineer - Azure

Response and Resolution: Investigate and solve highly complex customer technical issues and serve as the technical escalation point of contact for other engineers to resolve cases and perform complex troubleshooting tools (e.g. debugging) Own and drive critical customer escalations for reactive support delivery Maintain and manage blockers or identified critical issues which require senior leadership decisions[TH1.1] Engage with the account team to drive long running, high priority cases to successful closure In partnership[BB2.1][DJM2.2] with account team, provide Service Health Metrics Reporting, highlighting risks for both parties Manage and monitor [TH3.1]high risk cases, proactively working [BB4.1]to remove blockers on cases flagged to prevent customer dissatisfaction. Own and drive any support experience improvement programs. Readiness: Take initiative in building communities with peer delivery roles and share knowledge through readiness programs, technical coaching and mentoring of others[BB5.1] Deepen technical and professional proficiency to enable resolution of highly complex customer issues through training and readiness. Product/Process Improvement: Act as a trusted advisor to the product group/ engineering teams Champion customers to ensure correct resources are engaged and customer has management visibility if needed. Business Integration: Utilize business and technology insights to help shape strategy when engaging customers, partners, and teams. Guide account team in navigating the support organization successfully Other: Bachelor''s degree in Computer Science, Information Technology (IT), or related field AND 3+ years of technical support, technical consulting experience, or information technology experience o OR 5+ years of technical support, technical consulting experience, or information technology 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 AI experience or desire to expand AI skills desirable 2+ years of experience with start-ups or technical incubators[BB6.1] with a mix of architecture and technical lead roles. Any experience providing development consulting or support or application development. Hyper-Visor/Cloud/Networking Skills: Able to design, deploy and troubleshoot solutions based on the following: Azure or Amazon Web Services (AWS) Track record of supporting reliable, highly available and scalable cloud applications for customers. Clear articulation to management and teams on complex problems and resolutions. Note: This job required weekend shift and outside office hours on-call rotation coverage. To be eligible for this role, applicants must be Australian citizens or permanent residents who are legally entitled to work in Australia without any restrictions. This position will be open for a minimum of 5 days, with applications accepted on an ongoing basis until the position is filled. *