Are you interested in working on one of Microsoft's most exciting products? Are you passionate about exceeding customer expectations and advancing Microsoft's cloud-first strategy? If so, the Azure Customer Experience (CXP) Customer Reliability Engineering (CRE) Team is the place for you!
Azure CXP CRE is a top-level pillar of Azure Engineering that leads world-class customer reliability initiatives. It provides modern, customer-centric experiences at scale and infuses deep customer insights and empathy throughout the Azure Engineering organization. Our teams continuously listen to customers, driving enhancements and new capabilities across services, support programs, incident response, community engagements, and more. Our "no dead-ends" philosophy ensures that every customer, regardless of size or scale, can realize their full potential through the Microsoft Cloud.
Azure CXP CRE is seeking a customer-focused Reliability Engineer passionate about customer reliability engineering, including availability, reliability, resiliency, and uptime at scale for the Azure platform. This role is accountable for improving customer experience on Azure and involves diagnosing and troubleshooting mission-critical customer applications built on the Microsoft Azure platform. The ideal candidate will demonstrate technical breadth while managing complex, highly available services and have a deep understanding of the underlying components (Azure Platform, Azure SDK, Azure Portal). They will work directly with customers, customer support, live site teams, and engineering.
To be successful in this role, you must have a proven track record of customer empathy, an engineering mindset, an aptitude for agility, and technical excellence in site reliability engineering.
Responsibilities
- Participate in an on-call coverage rotation (approximately 15% of the time) for platform communications and security.
- Collaborate closely with engineering and product management teams to drive product improvements based on customer feedback.
- Improve the customer experience by analyzing signals from various sources and driving root cause analyses (RCAs) and service improvements involving bug fixes.
- Drive continuous improvement in the Azure platform by incorporating feedback from internal and external customers.
- Identify and drive requirements for enhanced customer resiliency and platform reliability.
- Identify and drive the implementation of customer-centric mitigation strategies and playbooks for operations.
- Participate in the design of next-generation architecture for cloud infrastructure services, with a focus on strategic customer scenarios.
- Be enthusiastic, self-motivated, and a great team player.
- Demonstrate excellent collaboration, organizational, and time management skills.
- Be data-driven with a focus on achieving business results in projects.
- Demonstrate the ability to develop key partnerships.
Qualifications
- Must have service engineering experience in a 24/7/365 enterprise environment.
- Desired: Technical expertise in Azure services and capabilities or cloud platforms.
- Fluency in one or more automation languages (e.g., PowerShell, CLI).
- Strong communication skills that enable you to lead and manage communication with customers, internal Microsoft stakeholders, and third-party vendors.
- Understanding of high availability, disaster recovery, business continuity, and performance tuning.
- Demonstrates strategic thinking, quantitative and analytical skills, team leadership, and collaboration.
- Excellent problem resolution, judgment, negotiation, and decision-making skills.
- Desired: Strong knowledge of the Windows platform or Linux, developer tools, and the ability to diagnose and debug user code.
- Effectively manage and prioritize multiple tasks according to high-level objectives and projects.
- Excellent written and oral communication skills; ability to communicate with a variety of audiences, including high-profile customers, executive management, and engineering teams.
- Desired: BS/BA in computer science, engineering, mathematics, or equivalent experience.
Security Screening
Ability to meet Microsoft, customer and/or government security screening requirements are required for this role. These requirements include, but are not limited to the following specialized security screenings:
Microsoft Cloud Background Check: This position will be required to pass the Microsoft Cloud background check upon hire/transfer and every two years thereafter.
Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request via the Accommodation request form.
Benefits/perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work.
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