Overview

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Every minute of every day, customers stake their entire business and reputation on Microsoft Cloud. The Azure Customer Experience (CXP) team believes that when we meet our high standards for quality and reliability, our customers win. If we falter, our customers fail their end customers. Our vision is to turn Microsoft Cloud customers into fans.

We are the ACES Strategic team (Advanced Cloud Engineering & Supportability), a global engineering team in Azure CXP and we are focused on Strategic Azure Customers. We are customer-obsessed problem-solvers. We orchestrate and drive deep engagements in areas like Incident Management, Problem Management, Support, Resiliency, and empowering the customers. We represent the customer and amplify customer voice with Azure Engineering connecting to the quality vision for Azure. We innovate and find ways to scale our learning across our customer base. Diversity and inclusion are central to who we are, how we work, and what we enable our customers to achieve. We know that empowering our customers starts with empowering our team to show up authentically, work in ways that are best for them, and achieve their career goals.

Are you constantly customer-obsessed and passionate about solving complex technical problems? Do you take pride in enhancing customer experience through innovation? If the answer is Yes, then join us and surround yourself with people who are passionate about cloud computing and believe that extraordinary support is critical to customer success.

The Principal Azure Customer Engineer ACE Manager is accountable for end-to-end engineering support delivery for an assigned portfolio of Microsoft strategic customers, demonstrating a critical partnership with internal and external stakeholders. This role serves as the primary leadership point of accountability and/or escalation for their portfolio of customers and has direct people management responsibility for Azure Customer Engineers. The ACE Manager is responsible for driving customer satisfaction.

We are fundamentally changing how we deliver world-class support to our top Azure customers and building a new global support and operations team to do it. We are looking for a customer-obsessed Support Lead to help us launch and grow a new team focused on delivering an extraordinary experience reinvoking customer support. This is a unique role in the Azure CXP team following the Player-Coach leadership principle with 50% customer engagement on complex support issues, and 50% managing and coaching a team of Azure Cloud Engineers in supporting our top Azure customers. This role requires strong operational, leadership, and technical skills to manage a team of engineers responsible for providing world class support to our customers. You will work with industry leading companies and directly partner with engineering teams within Azure to deliver solutions and new capabilities, leading a team of highly skilled engineers delivering support for our customers most mission critical Azure deployments.

This role is flexible in that you can work up to 50% from home.

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.

Responsibilities

• Lead a Customer Obsessed Support Delivery Team: direct support for our top Azure customers and resolution of critical and complex technical issues in a 24x7x365 environment. Align team efforts to deliver world-class support to meet our customers' requirements.
• Enable a customer-obsessed environment where team members champion and advocate for customers by representing issues to engineering teams and driving innovative resolutions.
• Build a team culture that thrives on customer obsession, with proactive issue anticipation and prevention.
• Continual Engineering Improvement: collaborate with Azure engineering teams to support customers' complex issues, invest in engineering practices (such as daily scrums and triage), and translate customer feedback into prioritized product improvements.
• Create standards and best practices to simplify and optimize support capabilities and drive adoption across Azure and broader Azure support delivery teams.
• Foster innovative approaches to automating customer solutions and integrate with Cloud Engineering Systems to improve Azure tooling and diagnostics.
• Support Readiness: ensure support engineers have the right balance of depth and breadth to handle a broad range of scenarios and stay abreast of the latest technologies.
• People Leadership: attract and develop a diverse, high-performing team; provide ongoing feedback and build an inclusive environment; remove barriers to agility and align skills with business objectives.
• Develop ACE Technical Subject Matter Expertise and leverage resources to support career growth and skill development.

Qualifications

• Basic Qualifications
  • Senior level experience delivering solutions and support to enterprise customers.
  • Experience leading highly technical teams in fast-paced environments.
  • Bachelor's degree in Computer Science, Information Technology, Engineering, or related field.
  • Experience with cloud computing technologies; Azure Cloud preferred.
  • Strong communication skills with executive presence; ability to engage with CxO and BDM stakeholders; excellent interpersonal, verbal, written, and presentation skills.
• Preferred Qualifications
  • Knowledge of modern engineering practices such as Agile, Lean.
  • Passion for delivering the right customer experience and ability to recruit and develop global teams.
  • Ability to innovate and drive change; build relationships with internal teams and customers.
  • Ability to meet Microsoft, customer, and government security screening requirements (Microsoft Cloud Background Check and periodic rechecks).

Microsoft is an equal opportunity employer. Consistent with applicable law, 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 and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations.

Job Details

• Seniority level: Not Applicable
• Employment type: Full-time
• Job function: Engineering and Information Technology
• Industries: Software Development