Overview
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.
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
Bachelor's 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
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.
