Customer Experience Engineer

Microsoft • Redmond, WA

6d • $102,100 - $219,200

About The Position

As an Azure Customer Engineer in Microsoft’s Advanced Cloud Engineering & Supportability (ACES) Sovereign organization, you serve as the primary technical leader for a set of strategic customers and own their Azure support experience end to end. You lead complex, high-severity support cases and drive proactive improvements across customer environments, while representing customer needs to Azure engineering teams. The role combines technical expertise, customer engagement, and engineering influence to reduce incidents, improve platform resiliency, and deliver measurable customer impact.

ACES is part of Engineering Operations (EngOps), which drives operational excellence across Microsoft Cloud. The Sovereign team provides mission-critical support and supportability for Azure sovereign and regulated environments, using an AI-first, engineering-led approach that applies automation and intelligence to detection, diagnosis, and resolution. The work focuses on reliability, compliance, and resiliency at scale.

The preferred candidate locations are Atlanta, Georgia; Charlotte, North Carolina; Dallas, Texas; Redmond, Washington; or Reston, Virginia. The role supports U.S. government agency customers and requires U.S. citizenship verification. A Microsoft Cloud background check is required upon hire or transfer and every two years thereafter.

Requirements

• Bachelor’s degree in Engineering, Computer Science, Information Technology, Data Analytics/Science, Artificial Intelligence, or a related field, and at least 2 years of experience in the technology industry, cloud, technical support, and/or customer experience engineering; or equivalent experience.
• Must pass the Microsoft Cloud background check upon hire or transfer and every two years thereafter.
• U.S. citizenship must be verified because the position supports U.S. government agency customers and is subject to citizenship-based legal restrictions. Verification may be by valid passport, other approved documents, or verified U.S. government clearance.

Nice To Haves

• 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.
• Ability and willingness to develop proficiency in a secondary IaaS or PaaS service area based on business and support needs.
• At least 2 years of customer-facing support experience.
• Active U.S. 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.

Responsibilities

• Build a deep understanding of customer architectures and workloads to anticipate risks, drive proactive improvements, and reduce incident volume.
• Own a portfolio of high-priority customer support cases end to end, driving accountability, timely resolution, and a consistently high-quality customer experience.
• Lead resolution of complex, high-impact Azure incidents, ensuring fast mitigation, clear communication, and minimal business disruption.
• Drive timely, high-quality root cause analysis to identify systemic issues and prevent future occurrences.
• 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.
• Advocate for customers by driving product feedback, feature requests, and improvements that enhance Azure resiliency.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level