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Azure Technical Escalation Risk Engineer
Location
Washington
Posted
92 days ago
Salary
$38 - $43 / hour
Seniority
Lead
Job Description
Azure Technical Escalation Risk Engineer
BPCS, Comprehensive marketing solutions, ltd.
• Monitor and review active cloud support cases (initially Azure-focused, expanding to broader enterprise support cases) to identify high-risk indicators. • Evaluate technical health, customer impact, and communication quality within ongoing support engagements. • Proactively engage support teams to mitigate potential executive escalations. • Serve as a technical escalation point for priority and high-visibility cases. • Maintain accurate documentation of risk assessments, actions taken, and remediation outcomes. • Analyze historical escalation trends to identify recurring risk patterns. • Contribute to enhancements of internal risk evaluation processes, including AI-assisted prompt refinement and data-driven insights. • Collaborate with cross-functional teams to ensure SLA compliance and resolution quality. • Provide feedback to support engineers to improve case handling and communication effectiveness. • Support continuous improvement initiatives within the support operations organization.
Job Requirements
- Associate’s degree in Computer Science, Information Technology, or related field (or equivalent practical experience).
- 7–10 years of technical support experience in enterprise cloud environments.
- Previous experience in enterprise-level cloud support delivery (Azure strongly preferred).
- Demonstrated experience handling high-severity or executive-facing escalation cases.
- Strong understanding of cloud infrastructure concepts (compute, storage, networking, identity).
- Experience working in SLA-driven environments with ticketing systems (ServiceNow, Dynamics, or similar).
- Excellent verbal and written communication skills.
- Strong situational judgment and problem-solving ability.
- Ability to work independently and manage multiple high-priority cases simultaneously.
Benefits
- Medical, dental, and vision coverage
- Flexible Spending Account
- 401k program
- Competitive PTO offerings
- Parental Leave
- Opportunities for professional growth and development
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