Azure Customer Experience Engineer (ACE)

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’s mission is to empower every person and every organization on the planet to achieve more. As employees we come together with a growth mindset, innovate to empower others and collaborate to realize our shared goals. Each day we build on our values of respect, integrity, and accountability to create a culture of inclusion where everyone can thrive at work and beyond.

Customer Impact & Workload Health
•    Serve as a trusted advisor for strategic customers, ensuring their most critical workloads are resilient, well architected, and aligned with Azure best practices.
•    Drive measurable improvements in customer health through proactive risk identification, data driven assessments, and targeted resiliency improvements.
•    Analyze customer architectures and operational patterns to identify gaps and recommend actions that improve reliability and operational maturity.
Crisis Management & Resiliency Lifecycle
•    Own customer engagement across the lifecycle - prevention, detection, incident response, and recovery – to improve resiliency and reduce recurrence of issues.
•    Executive-level coordination and communication during critical customer events, driving clarity, alignment, and trust restoration.
•    Convert incidents and escalations into durable improvements across customers and the platform.
Targeted Platform & Systemic Improvements
•    Drive durable, repeatable improvements that address systemic issues across customers, services, and scenarios.
•    Translate customer pain points, incidents, and operational gaps into platform-level enhancements. Influence product design, roadmap priorities, and inform engineering investments.
Cross-Organizational Influence
•    Drive alignment across engineering, product, business, and support teams to deliver end to end solutions that address customer and platform needs.  
•    Influence decision making across teams, shaping priorities, tradeoffs, and execution, while acting as a trusted advisor on feature improvements and platform enhancements.  
Strategy & Execution
•    Drive a portfolio of initiatives with multi-quarter impact, delivering measurable outcomes for customers and the platform.
•    Translate business priorities and customer signals into clear strategies and execution plans, navigating ambiguity and unblocking complex challenges to drive progress.

Required/minimum qualifications
•    Bachelor’s degree in Computer Science, Engineering, Data Science/Analytics, Math, Business, or related field AND 4+ years of experience in the technology industry, cloud, product/technical program management, and/or customer experience engineering OR equivalent experience.

• Ability to meet Microsoft, customer and / or government security screening requirements are required for this role. These requirements include, but are not limited to the following specialized security screenings: 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 role will require access to information that is controlled for export under export control regulations, potentially under the U.S. International Traffic in Arms Regulations or Export Administration Regulations, the EU Dual Use Regulation, and/or other export control regulations.  As a condition of employment, the successful candidate will be required to provide either proof of their country of citizenship or proof of their U.S. permanent residency or other protected status (e.g., under 8 U.S.C. 1324b(a)(3)) for assessment of eligibility to access the export-controlled information. To meet this legal requirement, and as a condition of employment, the successful candidate’s citizenship will be verified with a valid passport. Lawful permanent residents, refugees, and asylees may verify status using other documents, where applicable.
• Citizenship & Citizenship Verification: This position requires verification of citizenship due to citizenship-based legal restrictions. Specifically, this position supports United States federal, state, and/or local United States government agency customers and is subject to certain citizenship-based restrictions where required or permitted by applicable law. To meet this legal requirement, and as a condition of employment, the successful candidate’s citizenship will be verified with a valid passport.

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.