Customer Experience Engineer

Microsoft • Redmond, WA

1d

About The Position

The Customer Experience Engineer is an Azure Customer Engineer in Microsoft’s Advanced Cloud Engineering & Supportability (ACES) Sovereign organization, part of Engineering Operations. The role serves as the primary technical leader for a set of strategic customers and owns their Azure support experience end-to-end, particularly in sovereign and regulated environments. Using an AI-first, engineering-led approach, the engineer leads complex, high-severity support cases, drives proactive improvements across customer environments, and represents customer needs to Azure engineering teams. The position focuses on reliability, compliance, resiliency, and measurable customer impact.

Requirements

• Bachelor's degree in Engineering, Computer Science, Information Technology, Data Analytics/Science, Artificial Intelligence, or a related field, and 2+ years of experience in the technology industry, cloud, technical support, and/or customer experience engineering; or equivalent experience.
• Pass the Microsoft Cloud background check upon hire or transfer and every two years thereafter.
• U.S. citizenship verification is required because the position supports U.S. government agency customers and is subject to citizenship-based legal restrictions.

Nice To Haves

• 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, ensuring accountability, timely resolution, and a high-quality customer experience.
• Lead resolution of complex, high-impact Azure incidents, promoting 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 customers to identify recurring patterns, create reusable solutions, and reduce repeat incidents at scale.
• Advocate for customers by driving product feedback, feature requests, and improvements that enhance Azure resiliency.

Benefits

• Certain roles may be eligible for benefits and other compensation; the job description links to additional benefits and pay information.

What This Job Offers

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