The Azure AI Customer Support team at Microsoft is a group of dedicated, technology-oriented professionals focused on enabling our Microsoft mission by delighting our customers and exceeding their expectations in every interaction through connected customer experience. Our goal is to facilitate and accelerate the integration of AI capabilities into the core operations of enterprises, helping them to leverage the power of AI and cloud computing via Microsoft's
Azure platform. We work at the forefront of innovation, ensuring smooth operation and optimization of AI solutions for a diverse range of client needs.
Azure platform. We work at the forefront of innovation, ensuring smooth operation and optimization of AI solutions for a diverse range of client needs.
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As a Technical Support Engineer for Azure AI, your role is pivotal in the successful implementation and maintenance of our clients' AI initiatives. You will be the technical lighthouse, guiding users through the Azure AI landscape, ensuring they are able to make the most of our powerful suite of solutions. With your deep understanding of AI, cloud computing, networking, security and privacy, you will solve complex issues, deliver personalized solutions, and provide world-class support that Microsoft customers rely upon.
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
- Ownership of the Customer Support Experience: Champion the customer's support journey with Microsoft, providing timely, accurate, and effective solutions for their issues. Working closely with a broad range of global customers, including a significant portion of Fortune 500 companies.
- Resolution of High-Impact Technical Challenges: Address and resolve the most technically challenging and critical problems for our customers and partners, making a significant impact on their experience with Azure's products and services.
- Multi-Channel Customer Communication: Resourcefully and empathically engage with Microsoft customers through various channels including telephone, email, public and private forum ensuring their concerns are heard, understood, and addressed. Be part of Team-wide shift rotations to cover business needs, including “on-call” responsibilities and weekend work.
- Customer Advocacy: Identify and report software bugs and customer suggestions, acting as the voice of the customer within our organization and helping to shape Microsoft's customer support strategy.
- Product Improvement Liaison: Act as a bridge to our internal development organizations, advocating for product enhancements that can alleviate customer pain points and improve their overall experience with our products
Qualifications
To qualify for this role, you should have:
- Demonstrated the ability to conduct thorough troubleshooting and debugging, and to solve complex problems. Track record in technical support or a similar customer-facing role within the technology sector. Thriving in a fast-paced, high-volume environment.
You are very resourceful and great at prioritizing multiple demands, knowing when and how to prioritize tasks. - Demonstrated experience with cloud platforms such as Azure, AWS, or GCP, with a focus on AI/ML services. Proven ability to learn new technologies and tools effectively and quickly, coupled with strong problem-solving skills. You are a great prompt engineer.
- Experience with scripting languages such as PowerShell or Python, and a strong understanding of AI/ML libraries and frameworks, e.g. TensorFlow or PyTorch.
- Strong enthusiasm for Machine Learning, Cognitive Services, and innovative AI technologies (ChatGPT, LangChain, Hugging Face, etc), including a comprehensive understanding of large language models. You also have an affinity for open-source frameworks that help advance the field of AI.
- Relevant Networking and Security knowledge, for both private and public networks, along with expertise in RESTful API development and integration.
- Solid foundation in Data Engineering, including understanding of databases, data retrieval via query languages like SQL or Kusto, and experience with data management, data visualization, and statistical analysis.
- Bachelor's Degree in Computer Science, Information Technology (IT), or related field AND strong technical support, technical consulting experience, or information technology experience.
This is an opportunity to be part of a team that's at the forefront of AI and cloud computing, helping businesses across the globe realize the transformative power of technology. If you're passionate about AI and love solving complex problems, we would love to hear from you.
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.
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