Easter Seals Jobs

Are you a customer-obsessed, AI-curious problem-solver who thrives in an inclusive, collaborative global team? The Azure CXP team’s mission is to transform Microsoft Cloud customers into fans. Through our deep engineering engagements with customers and teams across Microsoft, we analyze and amplify customer needs and drive the vision to improve Cloud quality, security, and reliability. Our culture of growth mindset and empowerment are central to who we are and how we work. 

Azure is the fastest-growing business in Microsoft’s history and is the foundation of Microsoft’s Cloud Services. Continuing this success, Azure has expanded into the Government and Sovereign space with its mission-critical cloud, delivering breakthrough innovation and security to those customers and their partners.

As an Azure Sovereign Cloud Customer Engineer you are the primary escalation support and engineering contact, supporting the Sovereign Cloud partner, driving resolution for Azure Subscription Management & Billing issues. You will deliver unique value by collaboratively and reactively solving customer problems applying analytical skills, providing proactive support advice, contributing to product quality and enhancements,

You will also act as the voice of the sovereign cloud within Azure to escalate problems and to drive prioritization of platform/support improvement needs.

Responsibilities

• Proactive Partner Engagement: Develop a deep understanding of partners' key solutions, workloads, and priorities on Azure. Conduct regular trend analysis, proactive monitoring, and event planning to support their objectives effectively.

• Strategic Project Execution: Take ownership of project-level Azure Subscription and Billing issues, driving them toward resolution. Ensure support and engineering teams are prepared for key milestones, maintaining high readiness levels.

• Critical Problem Resolution: Lead the Azure Support team in swiftly mitigating Azure Subscription and Billing issues. Provide timely communication within a 24x7x365 global support framework.

• Case Ownership: Manage a subset of escalated partner support cases from initiation to resolution. Deliver an exceptional partner support experience and continually enhance Azure technical expertise.

• Root Cause Analysis (RCA) Ownership: Oversee the timely and quality delivery of root cause analyses (RCA) to understand reported issues and prevent future occurrences.

• Engineering Engagement: Act as a relentless advocate for partners, driving product feedback and feature requests to address pain points and enhance Azure resiliency.

Qualifications

Bachelor’s Degree AND experience in technical support or billing support role

Technical understanding of commerce platform concepts and procedures including online services, Order to Cash operations and general billing and commerce systems processes (e.g., invoicing, credit card transactions).

Technical aptitude to develop an understanding of the Microsoft Azure Platform and architecture.

OR 

Experience in Operations, Business, Supply Chain, Finance, or a related field, or equivalent alternative education, skills, and/or practical experience and technical support or billing support role. 

Preferred Qualifications:

• Demonstrated IT experience supporting and troubleshooting enterprise level, mission-critical applications resolving highly complex issues/situations and driving resolution across cross-functional organizations

• Ability to empathize with partners and convey confidence. 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.

• Handle challenging and politically sensitive customer situations, including the appropriate use of all available resources, communicate effectively with Support and Engineering teams on complex issues

• Passion for partners and focus on delivering the right customer experience.

• Openness and ability to learn new skills and technologies in a fast-paced environment.

• Good understanding of Azure and/or compete cloud products. 

Microsoft is an equal opportunity employer. Consistent with applicable law, all qualified applicants will receive consideration for employment without regard to age, ancestry, citizenship, color, family or medical care leave, gender identity or expression, genetic information, immigration status, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran or military status, race, ethnicity, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable local laws, regulations and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations (https://careers.microsoft.com/v2/global/en/accessibility.html) .