Principal Premier Support Engineer – Azure Support Architect

The Azure Support Architect is responsible for providing expert-level support and guidance for Microsoft Azure solutions. In this position, you'll manage a ticket queue, lead high-level initiatives, drive strategic planning, and offer expert-level technical guidance around Azure.  The Azure Support Architect involves significant leadership, deep technical expertise, and strategic decision-making to impact client success and service enhancement. 

Break/Fix Ticket Resolution 

• Provide advanced technical support across Azure services, including virtual machines, storage, networking, identity management, and databases. 

• Act as a final escalation point for complex Azure incidents, ensuring rapid diagnosis and resolution. 

• Document troubleshooting steps thoroughly and maintain accurate records for future reference. 

Service Improvement Contribution 

• Identify and suggest improvements to enhance service delivery. 

• Contribute to Knowledge Base articles and share lessons learned. 

• Analyze ticket trends and recommend changes to prevent recurring issues. 

Proactive Account Management and Customer Communication 

• Maintain regular communication with clients, addressing issues proactively. 

• Advocate for client needs, providing strategic solutions aligned with their goals. 

• Monitor client systems and offer advice to prevent technical issues. 

Support Knowledge Lake Buildout 

• Champion the creation and maintenance of Azure-focused internal documentation and training resources. 

• Contribute to the team's Azure knowledge repository to ensure efficient and consistent support delivery. 

• Translate complex Azure issues into understandable guidance for both technical and non-technical audiences. 

Continuous Learning and Development 

• Stay current with the latest Azure technologies, certifications, and best practices. 

• Pursue ongoing professional development in cloud architecture, cybersecurity, and emerging Azure solutions. 

• Share Azure knowledge with peers through training sessions, mentoring, and team collaboration.