418/2023 - IT Engineer - Cognitive Services (Azure OpenAI) & IoT

Are you ready to immerse yourself into the exciting world of IoT and Cognitive Services (for example, AI)?

Syone is looking for a highly skilled and ambitious IT Engineer - Cognitive Services (including Azure OpenAI) & IoT to join our Professional Services department. You'll play a key role in Customer Service and Support (CSS) Data and AI Support Engineering Team and be a virtual member of the Cognitive Services (Azure OpenAI) & IoT Product Group.

Requirements

Your Main Responsibilities:

• Leading engineering investigations to provide quicker issue resolution for incidents affecting our customers and improve customer experience;
• Building solutions, creating tools, automating issue detection and diagnosis, to enable customers or support to resolve issues independently;
• Identifying emerging trends or recurring escalation scenarios and initiating engineering opportunities to mitigate and/or eliminate them from the workflow. This can encompass a range of potential work item categories; such as self-healing mechanisms, self-service, transparency, automation, and/or enhancing the capabilities for Azure support;
• Contributing to product improvements by submitting impactful bugs, design changes requests and helping developers to fix and implement them in production, preventing customers from being impacted;
• Functioning as a trusted advisor to the Microsoft Azure engineering team and the Serviceability Technology Lead, suggesting changes to future versions to better equip our support teams, our partners, and our customers, and affecting in-market solutions today;
• Serving as a customer ambassador, also partnering with engineering leadership for strategic technical, architectural, and design discussions, driving strategic thought leadership for Azure Diagnostics/UDE tools creation and usage worldwide, bringing the customer voice to the centre of impactful decisions. These strategic focal points will target our highest-impact pain points for our partners, customers, and team members;
• Being able to perform well in challenging situations, demonstrating flexibility and the capability to manage ambiguity and uncertainty.

Job Requirements:

• 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, Consulting or IT/Network Operations.
• 2+ years of experience in one or more of the following:
  • Microsoft Azure Platform
  • Cloud Computing
  • Microsoft Azure architecture and its components (Fabric, Compute, Storage, RDOS, Management Portal)
  • Microsoft Cognitive Services (including Azure OpenAI) & IoT services (only requirement is one of these services)
  • Knowledge of Service-oriented architecture.
• Familiarity with development: tools, language, process, methods, troubleshooting
  • Experience with Data Integration solutions and services
  • Experience with Open Source technology preferred
• Development/Coding:
  • Experience with C#, JAVA, .NET, PowerShell, CLI, Cognitive Services (including Azure OpenAI), and/or IoT (only requirement is one of these services)
  • Experience with workflow automation tools like Power automate, Azure automation, etc.
  • Service engineering and/or DevOps experience at an internet scale involving user data and/or software development for an enterprise-level product
• Excellent problem-solving and troubleshooting skills, an ability to use various data collection tools and methodologies to analyze problems and develop solutions

• Experience in a Tier 2/3 environment is preferred
• BS in computer science or engineering or equivalent industry experience is preferred.
• Meeting Microsoft, customer and/or government security screening requirements is necessary for this role. These requirements include but are not limited to the following specialized security screenings: Microsoft Cloud Background Check: This position will require passing the Microsoft Cloud background check upon hire/transfer and every two years thereafter.

Soft Skills:

• A passion for technology and customer support
• Leadership - ability to handle technically challenging and politically hot customer situations
• Strong communication skills - excellent spoken and written English communication skills and the ability to present complex technical issues clearly and concisely to a general audience.

What Syone can offer you:

• Integration into a steadily growing organization and involvement in groundbreaking projects with innovative technological solutions;
• Comprehensive IT training plans;
• Professional growth with involvement in ambitious technological projects, both nationally and internationally.