M365 ACE ENGINEER

Microsoft•Atlanta, GA

1d•$102,100 - $219,200

About The Position

The M365 Advanced Cloud Engineering (ACE) Engineer works with strategic customers to help them realize value and succeed with Microsoft 365 products, including Exchange, SharePoint, Teams, and Copilot. The role builds trusted relationships with key platform stakeholders, understands customers’ technology environments and business needs, and supports their adoption and use of the M365 platform. The engineer works with support partners to provide a high-quality engineering support experience and demonstrates the value of the Mission Critical Service offer to support successful service renewals. The ACE serves as a customer advocate and works closely with M365 service teams, Product Management, software engineering, and customer account teams. The role communicates customer feedback on recurring issues, defects, feature requests, and design changes to help drive product improvements and customer satisfaction. Engineers support customers through multiple modalities as part of a global support delivery team and contribute to service improvement programs and initiatives. The role is part of a growing team seeking Senior and Engineering Level II profiles.

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.
At least 2 years of customer-facing experience, including interactions with internal IT department stakeholders.
Extensive experience working with customers on M365, application development, and deployment.
Experience analyzing and troubleshooting technical issues and providing solutions.
Effective customer-facing and presentation skills.
Deep technical experience with at least one M365 product.
Strong problem-solving and technical leadership skills.
Ability to work effectively in a global team environment.
Experience leading projects across multiple engineering organizations.
Ability to explain complex topics clearly to audiences ranging from technical support personnel to CIOs.
Ability to meet Microsoft, customer, and/or government security screening requirements, including the Microsoft Cloud Background Check upon hire or transfer and every two years thereafter.
Bachelor’s degree in Engineering, Computer Science, or a related field and 8+ years of software industry experience related to technology, or a master’s degree in Engineering or a related field and 6+ years of such experience, or equivalent experience.
Ability to migrate from various third-party platforms to Microsoft 365.

Nice To Haves

Certification in Microsoft and/or competing cloud technologies is strongly preferred.
Microsoft certifications may include MSCE in Cloud Platform and Infrastructure, Core Infrastructure, Mobility, or Productivity.
Proven history of customer obsession, including blog posts, how-to videos, or similar work.
Exchange expertise is preferred among the listed core workloads.

Responsibilities

Be responsible for the customer’s M365 support experience while working closely with engineering.
Act as a subject matter expert in at least one core workload: SharePoint, Microsoft Copilot, Exchange, or Microsoft Teams.
Support M365 customers through multiple modalities as part of a 24x7x365 global support delivery team.
Develop technical depth across M365 services, seek solutions to customer needs, and communicate trends to leadership.
Identify opportunities to optimize processes and tools to improve internal efficiency and customer satisfaction.
Build working relationships with engineering teams in assigned service areas, including Messaging, Collaboration, and Platform Admin, to assist with escalations and drive product improvements.
Lead and contribute ideas and innovation to M365 Service Improvement Programs and initiatives.
Build trusted relationships with strategic customer stakeholders and understand their technology environments, business needs, and adoption plans.
Work with support partners to provide a strong engineering support experience and demonstrate the value of the Mission Critical Service offer.
Share customer feedback about recurring issues, defects, feature requests, and requested design changes with M365 service, Product Management, and software engineering teams.
Work with customer account teams to drive customer satisfaction.