**Experienced Full Stack Cloud Support Engineer – Azure Customer Experience Engineering**

Are you passionate about cloud computing and customer experience? Do you thrive in a fast-paced environment where no two days are the same? If so, we invite you to join arenaflex's Azure Customer Experience Engineering team as a Senior Customer Experience Engineer. As a key member of our global support organization, you will be responsible for delivering exceptional customer support and engineering expertise to our customers, helping them achieve more with arenaflex's cloud solutions. **About arenaflex and Azure Customer Experience Engineering** arenaflex is a leading provider of cloud computing solutions, empowering individuals and organizations to achieve more. Our Azure Customer Experience Engineering team is dedicated to delivering world-class support and engineering expertise to our customers, ensuring their success with arenaflex's cloud solutions. We are passionate about customer experience and believe that good support is essential to good customer service. **Job Summary** As a Senior Customer Experience Engineer, you will be the primary support and engineering representative responsible for our customers' Azure support experience. You will resolve complex critical issues, support customer projects, and act as the customer spokesperson in Azure to resolve issues and support critical platform development/support needs for customers. You will work collaboratively with our functional team, including Customer Success Managers, Cloud Solution Architects, and Support Escalation Engineers, to deliver exceptional customer support and engineering expertise. **Key Responsibilities** * Use engineering tools, customer support, and direct customer feedback to identify and report product defects/signs, defective equipment, or customer merchandise issues. * Track customer issues, work with customers and partners to understand issues, notify them of active events, and communicate progress and next steps to customers. * Facilitate or investigate and resolve issues using diagnostics with minimal guidance. * Collect customer and partner feedback to learn more about product usage and identify features, knowledge gaps, and key performance indicators (KPIs) of current products. * Improve products by implementing new features/tools with minimal guidance. * Help customers and partners stay up-to-date on best practices by sharing content through various forums. * Identify content enhancements or troubleshooting guides and implement automation of complex solutions for your team. * Identify and implement potential development opportunities in products and business processes (e.g., shadowing, training) for growth and development. * Demonstrate the ability/skills to resolve customer issues. **Customer Solution Lifecycle Management** * Perform health checks to ensure that the customer's environment (e.g., products, services, features) is correctly configured and configured for deployment. * Provide customers with guidance on how to understand and use new text with minimal guidance. * Serve as a liaison between the engineering team and customers throughout the solution lifecycle with minimal guidance. * Perform reviews on new deployments with minimal guidance to identify differences. * Administrative support provides customers with guidance on configuring and troubleshooting Microsoft platforms. * Work with customers to understand their business and availability requirements and help them develop guidance to meet their deployment requirements. * Serves as a point of connection and resolves customer issues by escalating specific customer issues to the appropriate team. * Communicate progress and manage stakeholders on progress. * Manage escalation of customer issues to support or teamwork with some oversight. **Relationship/Knowledge Management** * Collaborate with product and sales teams on customer experience. * Understand and identify the differences between customer and product constraints. * Provide detailed information on customer product awareness and usage for products and business groups. * Serve as the voice of the customer (VOC) with minimal supervision, advising product and sales teams on customer experience and usage. * Collaborate with other teams (such as service managers, software engineers, product team, customer support [CSS]) with minimal guidance to review, eliminate, and resolve issues and use cases/problems. * Communicate customer progress, including issues, to stakeholders. * Start partnering independently with internal technical teams to update problem-solving resources. * Collaborate with product and sales teams to resolve customer issues with limited guidance. **Essential Qualifications** * Bachelor's degree in engineering, computer science, or a related field and at least 4 years of experience in the software industry or equivalent knowledge. * Candidates must be able to comply with arenaflex, customer, and/or government security regulations. * Passing a Microsoft Cloud Background Check upon hire/transfer and every two years thereafter. **Preferred Qualifications** * Bachelor's degree in engineering, computer science, or a related field and 8+ years of experience in software engineering. * OR Master's degree in engineering or related field and at least 3 years of experience in technology-related software or equivalent knowledge. * Over 2 years of customer service experience. * Excellent communication skills: ability to empathize with customers and convey their trust. Ability to explain technical issues to a broad audience. * You can prioritize and advocate for your customers' needs through the appropriate channels. Take ownership and work to resolve problems. **Skills and Competencies** * Some understanding of cloud computing technologies. * Possibly demonstrate excellence in one or more of the following areas: + Core Iaas: Compute, Storage, Networking, Availability + Data and Big Data Platform: SQL Server, Azure SQL DB, Hdinsight/Hadoop, Machine Learning, Azure Stream Analytics, Azure Data Factory/Data Brick + Azure Paas Services: Redis Cache, Service Bus, Event Hub, Cloud Services, IoT Suite, Mobile Apps, etc. + Certificates and Authentication: SSO/Federation, AD/Azure AD, ADFS, etc. Cosmos DB, Azure Kubernetes Service + Experience using one or more automation languages (Powershell, Python, C#, Open Source) **Work Environment and Company Culture** arenaflex is committed to creating a culture of inclusion where everyone can succeed at work and beyond. We value respect, integrity, and accountability. Our employees come together with the desire to grow, inspire others through innovation, and work together to achieve common goals. Every day, we strive to empower everyone and every organization around the world to achieve more. **Compensation, Perks, and Benefits** arenaflex offers a competitive compensation package, including: * Health insurance: general medical, dental, and riders. * Mental health support: access to mental health resources and services for employees. * Health services: health and wellness services, including fitness centers and health promotion. * 401(K) plan: employees can contribute to a 401(K) retirement plan with a company match. * Bonus: many employees receive bonuses or bonuses as part of their compensation. * Holidays and holidays: we offer paid time off on weekends and holidays. * Sick leave: paid leave for personal or family medical needs. * Parental leave: the right to leave your parents is exciting for new parents. * Remote desktop: arenaflex has a history of providing flexibility for remote work, which can vary depending on the team and role. * Flexible work hours: many positions offer flexible work hours. * Training and development: access to training and development resources to improve your skills and career development. * Tuition reimbursement: supports continuing education and degree programs. * Employee discounts: discounts on arenaflex products and services, including software and hardware. * Employee assistance program (EAP): confidential counseling and support services for employees and their families. * Diversity and inclusion initiatives: arenaflex emphasizes diversity and inclusion and offers many programs and resources to support these initiatives. * Employee network: arenaflex has employee networks and groups that connect employees with common interests and backgrounds. * Household items: arenaflex has facilities such as cafeterias, fitness centers, and playgrounds in many schools. * Charitable opportunities: arenaflex encourages its employees to participate in philanthropic activities and community service, and often competes for employee donations. **How to Apply** If you are passionate about cloud computing and customer experience, and are looking for a challenging and rewarding role, we invite you to apply for this position. Please submit your resume and cover letter to [insert contact information]. We look forward to hearing from you! Apply for this job