Mission Critical - Cloud Solution Architect

Overview Microsoft Customer and Partner Solutions-Core (MCAPS-Core) helps customers get value from Microsoft faster and turns innovation into measurable business impact. Within MCAPS-Core, the Customer & Commercial Success (CCS) organization turns Microsoft's commercial strategy into execution at scale, so the field can win for every customer in every segment and region.

Support for Mission Critical brings solution-specific expertise that keeps customers' most important solutions healthy and performing at their best. In this role, you are a key technical advisor to the customer. Your main focus is proactive services such as education workshops, assessments and tailored guidance on the Big Data platform. You'll also work with Microsoft Support to speed up the resolution of critical incidents, so strong troubleshooting skills are essential.

You'll help customers move toward secure, resilient and AI-enabled solutions, and you'll act as the voice of the customer inside Microsoft. Microsoft's mission is to empower every person and every organization on the planet to achieve more, and our culture is built on respect, integrity, accountability and inclusion.

Responsibilities

• Customer success and business impact: Deliver solutions using Microsoft methodologies and best practices, such as assessments, workshops and technical guidance. Help customers improve adoption, consumption, security, resilience and AI-enabled transformation.
• Proactive and reactive support: Plan and deliver proactive services and support for critical incidents, including onsite visits when needed. Join on-call rotations for Mission Critical customers.
• Platform health and performance: Find and fix performance issues on the Big Data platform to improve health, performance and availability.
• Trusted advisor: Build relationships with technical and business decision makers, up to CIO and CISO level. Turn business needs into Microsoft solutions and present service offerings to customers and account teams.
• Business growth: Spot opportunities for solution expansion, consumption growth and partner engagement, and log them in the right tools.
• Cross-team collaboration: Work with support, account, engineering and partner teams to give customers a smooth, connected experience.
• Voice of the customer: Share customer feedback and insights with Engineering and Product teams to influence product direction.
• Technical leadership: Mentor colleagues, contribute to intellectual property and frameworks, and share knowledge through internal and external communities.
• Continuous improvement: Apply lessons learned to improve processes and delivery for the customer.
• Participate in an on-call rotation, providing timely support and responding to urgent issues outside standard business hours as needed.
• Provide technical guidance on Azure Big Data platforms, including Azure Databricks, Azure Synapse and Microsoft Fabric.
• Use Apache Spark, SQL and Python to investigate issues and support customer solutions.
• Perform performance tuning and troubleshooting to improve platform health and reliability.
• Support incident management and root cause analysis for critical customer issues

Qualifications Required/minimum qualifications

• Bachelor's Degree in Computer Science, Information Technology, Engineering, Business, Liberal Arts, or related field AND 4+ years experience in cloud/infrastructure technologies, information technology (IT) consulting/support, systems administration, network operations, software development/support, technology solutions, practice development, architecture, and/or consulting OR equivalent experience.
• Professional proficiency in English and Spanish, with the ability to communicate effectively with customers, executives, and cross-functional stakeholders in both written and verbal business environments.

Additional or preferred qualifications

• Bachelor's Degree in Computer Science, Information Technology, Engineering, Business, Liberal Arts, or related field AND 8+ years experience in cloud/infrastructure technologies, information technology (IT) consulting/support, systems administration, network operations, software development/support, technology solutions, practice development, architecture, and/or consulting OR Master's Degree in Computer Science, Information Technology, Engineering, Business, Liberal Arts, or related field AND 6+ years experience in cloud/infrastructure technologies, technology solutions, practice development, architecture, and/or consulting OR equivalent experience.
• 4+ years experience working in a customer-facing role (e.g., internal and/or external).
• 4+ years experience working on technical projects.
• Technical Certification in Cloud (e.g., Azure, Amazon Web Services, Google, security certifications).

This position will be open for a minimum of 5 days, with applications accepted on an ongoing basis until the position is filled.

Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, citizenship, color, family or medical care leave, gender identity or expression, genetic information, immigration status, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran or military status, race, ethnicity, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable local laws, regulations and ordinances. If you need assistance with religious accommodations and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations.