Job Description

To be successful in this role, you must bring customer empathy, crisp communication instincts, and the ability to lead with clarity under pressure. You will: Serve as the primary author and approver of customer-facing communications during service incidents (SEV0/SEV1/SEV2), coordinating across Engineering, Support, PM, and Field. Ensure every message to customers reflects transparency, empathy, and actionability, even in high-pressure and fast-moving environments. Actively partner with Incident Commanders to stay synchronized on technical developments and customer impact during live-site events. Review telemetry, support signals, and field input to guide communication strategy and tailor messaging to affected audiences. Participate in the on-call rotation as a Customer Communications Lead, contributing to a 24/7 response model. Contribute to Post-Incident Reviews (PIRs) by documenting impact, customer experience themes, and communication effectiveness. Work with tooling and platform teams to enhance the automation and targeting of service notifications, especially in Azure Service Health. Champion communication best practices, including ETA consistency, mitigation clarity, and consistent updates throughout the incident lifecycle. Help build communication playbooks and scalable frameworks for maintenance and retirement events. Partner with product, support, and engineering teams to identify improvements in customer readiness and self-serve guidance. 1 to 4 years of experience in cloud operations, technical communications, incident response, or SRE roles in platforms like Azure, AWS, or GCP. Must have enterprise in a 24x7x365 enterprise environment. Exceptional written communication skills-able to distill complex technical topics into clear, concise, and customer-appropriate language under pressure. Strong cross-team collaboration skills-able to align stakeholders and drive messaging consensus across Engineering, Comms, Support, and Field. Demonstrated ability to make quick decisions and prioritize customer needs during ambiguity and chaos. Understanding of incident management frameworks (e.g., ITIL) and customer communication strategies during high-impact events. Strategic thinking and a customer-first mindset; able to advocate for improvements in platform transparency and experience. Excellent problem-solving, judgment, and decision-making skills. BS/BA in Communications, History, English, Engineering, Computer Science, or equivalent experience.

Skills Required