M365 Ace Engineer

Microsoft•Atlanta, GA

22h

About The Position

The M365 Advanced Cloud Engineering (ACE) team works with strategic customers on the Microsoft 365 platform. This customer-focused engineering role helps organizations realize value from M365 products, including Exchange, SharePoint, Microsoft Teams, and Copilot, and supports adoption of new services. The ACE builds trusted relationships with platform stakeholders, learns about customers’ technology environments and business needs, and works to improve their support experience in partnership with support and engineering teams. The role serves as a customer advocate and technical point of contact, identifying recurring issues and feature requests and sharing direct customer feedback with M365 product management and software engineering teams. It also demonstrates the value of Mission Critical Service to support successful service renewals and works with customer account teams to improve satisfaction. The team supports customers through multiple modalities as part of a global 24x7x365 support delivery organization. The posting seeks customer-obsessed Senior and Engineering Level II profiles. Microsoft describes its culture as grounded in a growth mindset, innovation, collaboration, respect, integrity, accountability, and inclusion.

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 experience in a customer-facing role, including interactions with internal stakeholders within an IT department.
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 one or more M365 products.
Strong problem-solving and technical leadership skills.
Ability to work well in a global team environment.
Ability to explain complex topics clearly to audiences ranging from technical support staff to CIOs.
Ability to meet Microsoft, customer, and/or government security screening requirements, including passing the Microsoft Cloud Background Check upon hire or transfer and every two years thereafter.
For the senior-level profile: 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 related software industry experience; or equivalent experience.
For the senior-level profile: at least 2 years of customer-facing experience.
For the senior-level profile: proven customer obsession, with examples such as blog posts or how-to videos.

Nice To Haves

Microsoft and/or competing cloud technology certifications are strongly preferred; examples include MSCE in Cloud Platform and Infrastructure, Core Infrastructure, Mobility, or Productivity.
Understanding of and ability to migrate from third-party platforms to Microsoft 365.
Exchange subject matter expertise is preferred.

Responsibilities

Be responsible for customers’ M365 support experience, working closely with engineering.
Act as a subject matter expert in at least one core workload, such as SharePoint, Microsoft Copilot, Exchange, or Microsoft Teams, and assist a broad set of customers.
Support M365 customers through multiple modalities in a global 24x7x365 support delivery team.
Develop deep technical understanding 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 related engineering teams, including Messaging, Collaboration, and Platform Admin, for escalations and product improvements.
Contribute ideas and innovation to M365 service improvement programs and initiatives.
Build trusted relationships with strategic customer stakeholders and understand their technical environments, business needs, and M365 adoption plans.
Work with support partners to provide customers with a strong engineering support experience.
Demonstrate the value of Mission Critical Service to facilitate successful renewal of purchased services.
Represent customer feedback to M365 service teams, product management, and software engineering, including recurring issues, defects, feature requests, and design changes.
Work with customer account teams to drive customer satisfaction.
Lead projects across multiple engineering organizations.