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. Contribute to product improvements by filing impactful bugs, design change requests and helping developers to fix and ship them to production, preventing customers from being impacted. As a customer ambassador, you will also partner with engineering leadership for strategic technical, architectural and design discussions, and drive strategic thought leadership for Azure Diagnostics/UDE tools creation and usage worldwide bringing the customer voice to the center of impactful decisions. These strategic areas of focus will target our highest impact pain points for our partners, customers, and team members. Able to work well in challenging situations while exhibiting flexibility and ability tolerate and manage through ambiguity and uncertainty. Required Skills - 3+ 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. 2+ years of experience in one or more of the following: Deep understanding of Cloud services (Preferably Azure), (Experience with other cloud service like AWS is also a plus) Microsoft Azure architecture and its components (Compute, Storage, Networking, Kubernetes, Management Portal) Proven skills with Azure Fundamental Certification az-900, Azure AI Certification ai-900, Azure Networking Certification az-700 Familiarity with development: tools, language, process, methods, troubleshooting Experience with AI solutions and services. Experience with Open-Source Ai and ML technology preferred. Familiarity with Generative AI, LLM/ SLM and prompt engineering. Development/Coding: Experience with C#, Python, KQL, .NET, R, PowerShell, CLI, REST APIs Service engineering and/or DevOps/ MLOPs experience at internet scale involving user data and/or software development for an enterprise level product. Experience with workflow automation tools like Power automate, Azure automation etc. Superior problem solving and troubleshooting skills, an ability to use various data collection tools and methodologies to analyze problems and develop solutions Job Type: Contract Pay: $50.00 - $55.00 per hour Schedule: Monday to Friday Work Location: Remote