Cloud Solution Architect Cloud & AI Platforms | Support for Mission Critical

Job description

With more than 45,000 employees and partners worldwide, the Customer Experience and Success (CE&S) organization is on a mission to empower customers to accelerate business value through differentiated customer experiences that leverage Microsoft’s products and services, ignited by our people and culture.

We drive cross-company alignment and execution, ensuring that we consistently exceed customers’ expectations in every interaction, whether in-product, digital, or human-centered.

CE&S is responsible for all up services across the company, including consulting, customer success, and support across Microsoft’s portfolio of solutions and products.

Join CE&S and help us accelerate AI transformation for our customers and the world.



The Global Customer Success (GCS) organization, an organization within CE&S, is leading the effort to enable customer success on the Microsoft Cloud by harnessing leading, AI-powered capabilities and human expertise to deliver innovation solutions that accelerate business value, drive operational excellence and nurture long term loyalty.



Do you have a passion for Azure PaaS/IaaS and using best-in-class tools created by Microsoft?

Are you looking for a role where you can interact directly with large enterprise customers to improve the stability and performance of the solutions they are deploying in Azure?

Do you want to join one of Microsoft's fastest growing businesses?

If so, we are looking for you!



Support for Mission Critical is a team within Microsoft that provides solution-specific expertise designed to drive peak health and optimum performance of a customer’s most important solutions.

As a key technical resource for the customer, you will be primarily focused on delivering proactive services such as education workshops, delivering assessments, and providing tailored guidance.

Troubleshooting skills are essential as this role will include working with Microsoft Support to expedite incident resolution.



This role is flexible in that you can work up to 100% from home.



Microsoft’s mission is to empower every person and every organization on the planet to achieve more.

As employees we come together with a growth mindset, innovate to empower others and collaborate to realize our shared goals.

Each day we build on our values of respect, integrity, and accountability to create a culture of inclusion where everyone can thrive at work and beyond.



**Responsibilities**



+ Planning and delivering proactive and reactive support including onsite presence as needed (post Covid restrictions)

+ You will work with a larger customer account team to strengthen customer relationships and to work on Microsoft cloud and application innovation strategies that allow you to develop an immediate and long-term Customer Success Plan and Value Based Delivery for reactive and proactive needs

+ You will Identify and manage customer goals and Support for Mission Critical (SfMC) opportunities across Azure PaaS to improve the quality, consumption, and health of the customer’s solution

+ You will drive and participate in proactive delivery management as well as spot performance issues, analyze problems, and drive activities focused on stabilizing and optimizing your customer’s solution

+ You will work with internal Microsoft support teams, account teams, product engineering and service engineering teams and other stakeholders to ensure a streamlined and efficient customer support experience

+ You will apply and share lessons learned for continuous process and delivery improvement for the customer and peers

+ You will engage in meetings with your customers and account teams to review Support for Mission Critical services, customer support issues, and articulate your Customer Success Plans

+ You will share and gain knowledge through technical communities

+ You will contribute to on-call rotations to ensure a high quality of service for the critical incidents created by Support for Mission Critical customers



**Qualifications**



Required Qualifications



+ 5+ years of technical engineering experience with coding in C#, Java, Typescript, JavaScript, or Python OR equivalent

+ 5+ years of experience architecting and building enterprise services on Azure or AWS

+ 5+ years of Azure PaaS experience with SME-level depth in:

+ Azure Container Services (AKS, ACA, ACI)

+ Azure API Management

+ Azure App Service

+ Azure Function

+ Application Development

+ Strong expertise in designing and implementing Azure PaaS solutions

+ Skilled in writing secure, reliable, maintainable code with testing/debugging

+ Proficient in GitHub and/or Azure DevOps

+ Proven experience delivering complex enterprise software

+ Comfortable operating in ambiguous, fast-paced environments

+ Must have outstanding customer service skills with excellent oral and written communication skills as well as experience providing training to peers or customers.

+ Must demonstrate strong interpersonal and leadership skills while working with diverse audiences including highly technical IT professionals, engineers, developers, and architects as well as executives and management professionals in both customer and Microsoft teams.



Preferred Qualifications



+ Familiar with Microsoft Cloud Adoption and Well-Architected Frameworks

+ Deep knowledge of .NET Core, .NET Framework, and C#

+ Strong background in DevSecOps and Site Reliability Engineering

+ Proficient in application monitoring tools (App Insights, Prometheus, Grafana)

+ Experienced in microservice design and container ecosystems (Kubernetes, Docker, Service Mesh)

+ Strong experience in Azure storage, networking, and compute solutions

+ Knowledge of high availability and disaster recovery for IaaS

+ Familiar with Azure security services/features

+ Skilled in infra-as-code using Azure Bicep, ARM templates, Terraform, Ansible

+ Experience in systems management, network operations, software support, IT consulting, or related roles.

+ Solid understanding of client/server, networking, and Internet technologies fundamentals.

+ Knowledge and experience in multi-cloud platforms like AWS, GCP etc.

+ Knowledge and experience in Microsoft Copilot products, AI, and Machine Learning

+ Knowledge and experience in Azure relational databases and NoSQL database services

+ Knowledge and experience in open-source technology like LAMP



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) .

Required Skill Profession

Other General