Technical Lead - Cloud Support (5-6 yrs)

Key Responsibilities :

- Lead engineering investigations to bring quicker issue resolution to support incidents impacting our customers and improve customer experience.

- Build solutions, help create tools, help automate issue detection and diagnosis, to enable customers or support to self-resolve the issues.

- Identify emerging trends or re-occurring escalation scenarios and drive engineering opportunities to mitigate and/or eliminate them from the workflow.

- This can include a range of potential work item categories, such as self-healing mechanisms, self-serve, transparency, automation, and/or increasing the capabilities for Azure support.

- As a trusted advisor to the Microsoft Azure engineering team and the Serviceability Technology Lead, you will suggest changes to future versions to better equip our support teams as well as our partners and customers and help influence in-market solutions today.

- Work across teams: partner with the engineering teams and support to make sure the right tools, telemetry, training and troubleshooting guides are available for new releases or features- and Performed product beta testing.

Required Qualifications :

5 + years of experience in a customer-facing or support role in any of the following :

- Technical escalation support, product support, developer support, IT DevOps, IT Admin/support, Systems Development, or Consulting or IT/Network Operations.

- Deep understanding of Cloud services (Preferably Azure), Experience with other cloud services like AWS is also a plus.

- Experience in Microsoft Azure architecture and its components (Fabric, Compute, Storage, RDOS, Management Portal).

- Experience in Microsoft Azure Data Explorer service or other Big Data Cloud Analytics PaaS is preferred.

- 3 + years of proficiency in problem solving and troubleshooting issues, ability to use various data collection tools and methodologies to analyze problems and develop solutions

- Ability to create training content and deliver at scale.

- Performed product beta testing.

- Strong analytical capabilities to derive insights and effectively measure the outcome of readiness efforts.

Preferred Qualifications :

- Experience with Data Integration Solutions and services.

- Experience with any open-source Big Data /Analytics Technologies.

- Familiarity with development: tools, language, process, methods, troubleshooting

Development/Coding :

- Experience with C#, JAVA, .NET, Python, PowerShell, CLI

- Service engineering and/or DevOps experience at internet scale involving user data and/or software development for an enterprise level product.

Soft Skills :

- Passion for technology and customer supportability

- Leadership - handling technically challenging and politically hot customer situations

- Strong communications skills - excellent spoken and written English communication skills and the ability to present complex technical issues clearly and concisely to a general audience.

- Ability to drive meetings and discussions remotely with authority.

- Ability to work collaboratively with the Engineering teams to drive architectural changes to improve stability of environments