OverviewAs a
Senior 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.
ResponsibilitiesCustomer 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.
Embody our culture and values.
QualificationsRequired/Minimum Qualifications:- Bachelor's Degree in Engineering, Computer Science, Information Technology (IT), Data Analytics/Science, Artificial Intelligence (AI), or related field AND 4+ years experience in technology industry, cloud, technical support, and/or customer experience engineering OR equivalent experience.
Other Requirements:- 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.
Additional/Preferred Qualifications: - Master's degree in Computer Science, Engineering, Data Science/Analytics, Math, Business, or a related field AND 6+ years of experience in the technology industry, cloud, product or technical program management, and/or customer experience engineering OR Bachelor's degree in Computer Science, Engineering, Data Science/Analytics, Math, Business, or related field AND 8+ years of experience in the technology industry, cloud, product/technical program management, and/or customer experience engineering OR equivalent experience.
Customer Experience Engineering IC4 - The typical base pay range for this role across the U.S. is USD $119,800 - $234,700 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 $160,200 - $261,000 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.
