Service Engineer II

Microsoft Azure is seeking a Service Engineer II to join their Azure Customer Experience (CXP) team, specifically the Customer Reliability Engineering (CRE) team. This role combines technical expertise with customer communication, focusing on managing high-severity incidents across Microsoft Azure.

The position involves serving as a customer communications manager during critical service incidents, working closely with incident managers and engineering teams. You'll be responsible for shaping and delivering clear, timely communications during outages, security events, and service changes.

Key responsibilities include:

• Leading customer-facing communications during service incidents (SEV0/SEV1/SEV2)
• Coordinating with Engineering, Support, PM, and Field teams
• Participating in 24/7 on-call rotation as a Customer Communications Lead
• Contributing to Post-Incident Reviews
• Developing communication playbooks and frameworks
• Enhancing service notification systems

The ideal candidate brings 2-4+ years of cloud operations experience, exceptional written communication skills, and strong cross-team collaboration abilities. This role is critical for maintaining customer trust through transparent communication during service incidents.

Benefits include industry-leading healthcare, educational resources, savings and investments, parental leave, and generous time off. The position offers hybrid work arrangements with up to 50% work from home and requires 0-25% travel.

This role is perfect for someone who combines technical knowledge with superior communication skills and thrives in high-pressure situations while maintaining a customer-first mindset.