Customer Experience Engineer

Overview

Are you a customer-obsessed, AI-curious problem-solver who thrives in an inclusive, collaborative global team? Join Engineering Operations (EngOps) - the organization driving operational excellence across the Microsoft Cloud to strengthen quality, reliability, security, and customer trust. As part of EngOps, you'll design solutions that prevent issues before they happen, embed AI-powered automation, and turn signals into actions that deliver measurable customer impact. Our culture of empowerment, inclusion, and growth mindset defines how we work.

Advanced Cloud Engineering & Supportability (ACES) is the EngOps organization responsible for mission critical support and supportability for Azure's most demanding environments, including Government and Sovereign Cloud. Within ACES, the Sovereign team delivers mission-critical support and supportability for Azure's most demanding sovereign and regulated environments. We operate with an AI-first, engineering-led approach that leverages automation and intelligence across detection, diagnosis, and resolution to drive system-level improvements. Our focus is on ensuring reliability, compliance, and resiliency at scale for customers where failure is not an option.

As an Azure Customer Engineer (ACE) in the ACES Sovereign organization, you serve as the primary technical leader for a set of strategic customers, owning their Azure support experience end-to-end.

You will own and lead resolution of complex, high-severity support cases, while driving proactive improvements across customer environments and influencing Azure engineering teams by representing customer needs at scale.

This role combines deep technical expertise, customer engagement, and engineering influence to reduce incidents, improve platform resiliency, and deliver measurable customer impact.

Microsoft is on a mission to empower every person and every organization on the planet to achieve more. Our culture is centered on embracing a growth mindset, a theme of inspiring excellence, and encouraging teams and leaders to bring their best each day. Growth mindset encourages each of us to lean in and learn what matters most to our customers, to create the foundational knowledge that enables us to make customer-first decisions in everything we do. In doing so, we create life-changing innovations that impact billions of lives around the world. You can help us achieve our mission.

Responsibilities

Customer Success & Proactive Engagement

Build deep understanding of customer architectures and workloads to anticipate risks, drive proactive improvements, and reduce incident volume.

Case Ownership & Customer Accountability

Own a portfolio of high-priority customer support cases end-to-end, driving accountability, timely resolution, and a consistently high-quality customer experience.

Critical Incident Leadership

Lead resolution of complex, high-impact Azure incidents, ensuring fast mitigation, clear communication, and minimal business disruption.

Root Cause Analysis (RCA)

Drive timely, high-quality root cause analysis to identify systemic issues and prevent future occurrences.

Domain Expertise & Scaled Impact

Develop deep technical expertise in a defined Azure domain and apply it across multiple customers to identify recurring patterns, drive reusable solutions, and reduce repeat incidents at scale.

Engineering Engagement

Advocate for customers by driving product feedback, feature requests, and improvements that enhance Azure resiliency.

Qualifications

Required/Minimum Qualifications

Bachelors Degree Engineering, Computer Science, Information Technology (IT), Data Analytics/Science, Artificial Intelligence (AI), or related field AND 2+ years experience in technology industry, cloud, technical support, and/or customer experience engineering OR equivalent experience.

Other Requirements

• Microsoft Cloud Background Check:

This position will be required to pass the Microsoft Cloud background check upon hire/transfer and every two years thereafter.

• Citizenship & Citizenship Verification:

This position requires verification of U.S. citizenship due to citizenship-based legal restrictions. Specifically, this position supports United States federal, state, and/or local United States government agency customer and is subject to certain citizenship-based restrictions where required or permitted by applicable law.

To meet this legal requirement, citizenship will be verified via a valid passport, or other approved documents, or verified US government Clearance.

Additional or Preferred Qualifications

• Technical Expertise: Demonstrated deep technical expertise and hands-on experience in at least one primary cloud technology or service area, such as Compute, Storage, Networking (Application Gateway, DNS, ExpressRoute, Virtual Networks) and/or Identity. Candidates should also demonstrate the ability and willingness to develop proficiency in a secondary IaaS or PaaS service area based on business and support needs.
• 2+ years Support customer facing experience.
• Active US Government Secret Security Clearance.
• Experience in government, sovereign, or regulated environments
• Clear, confident communication with customers and senior stakeholders.
• Experience using telemetry, diagnostics, or engineering tools to identify and resolve issues

Customer Experience Engineering IC3 - The typical base pay range for this role across the U.S. is USD $102,100 - $202,200 per year. There is a different range applicable to specific work locations, within the San Francisco Bay area and New York City metropolitan area, and the base pay range for this role in those locations is USD $133,800 - $219,200 per year.

Certain roles may be eligible for benefits and other compensation. Find additional benefits and pay information here:

https://careers.microsoft.com/us/en/us-corporate-pay

This position will be open for a minimum of 5 days, with applications accepted on an ongoing basis until the position is filled.

Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, citizenship, color, family or medical care leave, gender identity or expression, genetic information, immigration status, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran or military status, race, ethnicity, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable local laws, regulations and ordinances. If you need assistance with religious accommodations and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations.