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Azure Sovereign Cloud Customer Engineer - Billing

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Microsoft

25d ago

  • Job
    Full-time
    Mid & Senior Level
  • Customer Relations
    IT & Cybersecurity
  • Dublin

AI generated summary

  • You should have a relevant degree and experience in technical or billing support, a strong grasp of commerce processes, empathy for customers, and a passion for delivering an excellent experience.
  • You will engage partners, manage Azure Subscription and Billing issues, resolve critical problems, oversee support cases, conduct root cause analyses, and advocate for feature improvements.

Requirements

  • 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.
  • 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.

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.

FAQs

What is the primary role of the Azure Sovereign Cloud Customer Engineer - Billing?

The primary role is to provide escalation support and engineering contact for Azure Subscription Management and Billing issues, collaboratively solving customer problems and enhancing product quality.

What qualifications are needed for this position?

A Bachelor’s Degree and experience in a technical support or billing support role, along with a technical understanding of commerce platform concepts and procedures, or equivalent experience in Operations, Business, Supply Chain, Finance, or related fields.

Is experience with Azure necessary for this role?

While a good understanding of Azure and cloud products is preferred, the role also accommodates candidates with relevant experience in technical support or billing support roles.

What skills are preferred for this position?

Preferred skills include IT experience in supporting mission-critical applications, the ability to empathize with partners, effective communication on complex issues, and a passion for delivering a great customer experience.

Will the Azure Sovereign Cloud Customer Engineer be handling customer cases?

Yes, the engineer will manage a subset of escalated partner support cases from initiation to resolution, ensuring an exceptional partner support experience.

Does this position involve proactive partner engagement?

Yes, the role requires developing a deep understanding of partners' key solutions and conducting proactive monitoring and trend analysis to support their objectives effectively.

What is the work schedule for this position?

This role involves providing timely communication within a 24x7x365 global support framework to address Azure Subscription and Billing issues.

How does this position contribute to engineering engagement?

The Azure Sovereign Cloud Customer Engineer acts as an advocate for partners, driving product feedback and feature requests to enhance Azure's resiliency.

Is there an opportunity for professional growth in this role?

Yes, the culture at Microsoft emphasizes a growth mindset and empowerment, providing opportunities for professional development and learning new skills and technologies.

What kind of support will I offer partners in this role?

You will offer tailored support in resolving complex Azure Subscription and Billing issues, contributing to ongoing product and service improvements.

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Microsoft

Technology
Industry
10,001+
Employees
1975
Founded Year

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