Advanced Cloud Engineer II - Gov Focus

Technical Expertise - With minimal oversight, track customer incidents, engage with strategic customers and partners to understand issues, contribute to troubleshooting through diagnostics, communicate progress and next steps to customers with a focus on reducing time taken to mitigate critical incidents. - Use engineering and support tools, customer telemetry and/or direct customer input to detect and flag issues in the products or with the customer usage of the products. Help customers stay current with best practices by sharing content. - Identify and leverage developmental opportunities across product areas and business processes (e.g., mentorships, shadowing, trainings) for professional growth and to develop technical skills to resolve customer issues. Customer Solution Lifecycle Management - With minimal guidance, serve as a connecting point between the product team and customers throughout the engagement life cycle, engage with customers to understand their business and availability needs, develop and offer proactive guidance on designing configurations and deploying solutions on Azure with support from subject matter experts. - Handle critical escalations on customer issues from the customer or support or field teams, conduct impact analysis, help customers with answers to their technical questions, and serve as an escalation resource in areas of subject matter expertise. - Conduct in-depth root cause analysis of issues and translates findings into opportunities for improvement and track and drive them as repair items. Relationship/Experience Management - Act as the voice of customers and channel product feedback from strategic customers to product groups. Identify customer usage patterns and drive resolutions on reoccurring issues with product groups. Close the feedback loop with the customers on product features. - With minimal guidance, partner with other teams (e.g., program managers, software engineers, product, customer service support teams), prioritize, unblock, and resolve critical customer issues. - Collaborate with stakeholders to support delivery of solutions to strategic customers and resolving customer issues. The role also involves periodic on-call responsibilities, including after-hours and late-night support. Required/Minimum 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. - 2+ years of demonstrated experience supporting and troubleshooting enterprise level, mission-critical applications and infrastructure resolving complex issues/situations and driving technical resolution across cross-functional organizations. - 1+ years of Experience with being on-call and driving mitigation for mission critical incidents. Other Requirements: - Citizenship & Citizenship Verification: This position requires verification of U.S. citizenship due to citizenship-based legal restrictions. Specifically, this position supports United States federal, state, and/or local [or applicable country] government agency customers and is subject to certain citizenship-based restrictions where required or permitted by applicable law. To meet this legal requirement, and as a condition of employment, the successful candidate's citizenship will be verified via a valid passport. Preferred/Additional Qualifications: - Ability and Willingness to acquire and maintain a US Government Clearance (or already have one) - Technical Skills: Demonstrated hands-on experience with expertise in one or more of the following Cloud technologies: - Core IaaS: Compute (Windows/Linux), Storage, Networking, Kubernetes, High Availability - Data Platform and Bigdata: Azure SQL DB, Cosmos DB, PostgreSQL on Azure, Azure Data Bricks, Azure Data Factory, AI/ML - Azure PaaS Services: App Services, Azure Functions, Redis Cache, and Event Hub. - Monitoring technologies: Azure Monitor, Log Analytics, Grafana, Datadog, Confluent and similar technologies. - Prior experience working with US Federal / State / Local Governments. - Proven ability to empathize with customers. Able to explain highly technical issues to varied audiences. Able to prioritize and advocate customer's needs to the proper channels. Take ownership and work towards a resolution. - Customer Obsession: Passion for customers and focus on delivering the right customer experience. - Growth Mindset: Openness and ability to learn new skills and technologies in a fast-paced environment.