Customer Experience Engineer

Microsoft • Redmond, WA

1d • $102,100 - $219,200

About The Position

Microsoft is hiring a Customer Experience Engineer in Engineering Operations (EngOps), within Advanced Cloud Engineering & Supportability (ACES) and its Sovereign organization. EngOps drives operational excellence across Microsoft Cloud, strengthening quality, reliability, security, and customer trust through proactive solutions, AI-powered automation, and operational improvements.

The Sovereign team provides mission-critical support and supportability for Azure sovereign and regulated environments, using an AI-first, engineering-led approach to improve detection, diagnosis, and resolution. As an Azure Customer Engineer, you will serve as the primary technical leader for a set of strategic customers and own their Azure support experience end-to-end. You will lead complex, high-severity support cases, proactively improve customer environments, and represent 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.

The position requires a Microsoft Cloud background check upon hire or transfer and every two years thereafter. U.S. citizenship verification is required because the role supports U.S. government agency customers and is subject to citizenship-based legal restrictions. The role is classified as Customer Experience Engineering IC3. The typical U.S. base pay range is USD $102,100–$202,200 per year; a separate range applies in the San Francisco Bay Area and New York City metropolitan area, where the range is USD $133,800–$219,200 per year. Certain roles may be eligible for benefits and other compensation.

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.
• Pass the Microsoft Cloud background check upon hire or transfer and every two years thereafter.
• Verify U.S. citizenship through a valid passport, other approved documents, or verified U.S. government clearance.

Nice To Haves

• 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 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 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; specific benefit details are provided through the linked Microsoft pay and benefits information.

What This Job Offers

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