Principal Advanced Cloud Engineer Manager (ACE)- CTJ-Poly

Microsoft • Reston, VA

32d • Onsite

About The Position

The Customer Advocacy & Engineering (CAE) team within Microsoft Specialized Clouds (MSC) delivers mission critical support for Azure, Security, and Identity services to some of Microsoft’s most strategic U.S. Government customers operating in highly regulated and sensitive environments. Our charter is to accelerate customer success by resolving complex technical issues, driving actionable insights back into engineering, and enabling customers to confidently adopt and expand Microsoft cloud technologies.
As an Advanced Cloud Engineer (ACE) Manager within MSC, you will lead and develop a team of highly skilled engineers responsible for unblocking customers, improving service quality, and strengthening trust with government customers. This role is based on site at a Microsoft facility and partners closely with Product Engineering, Account Teams, and leaders across Microsoft Specialized Clouds to deliver a consistent, high quality customer experience.

In this role, you will be accountable for the day-to-day operations of a customer support practice, including people leadership, operational excellence, and customer outcomes. You will serve as a key operational leader during customer impacting incidents, coordinating Microsoft’s end to end response, driving timely mitigation, and ensuring clear, confident communication with customers and senior Microsoft leaders.

This position offers the opportunity to manage and inspire people and drive career growth, but also act as a senior leader, simultaneously overseeing technical triage and mitigation of the customer issue, providing clear and confident communications to senior Microsoft leadership, and orchestrating cross company engagement across executive stakeholders, engineering and field teams. You will be responsible for quickly mobilizing the right resources, making high-risk decisions, and ensuring timely mitigation for customer issues, while also leading post-incident reviews and after-action reporting to drive systemic improvements.

Microsoft’s mission is to empower every person and every organization on the planet to achieve more. As employees we come together with a growth mindset, innovate to empower others, and collaborate to realize our shared goals. Each day we build on our values of respect, integrity, and accountability to create a culture of inclusion where everyone can thrive at work and beyond.

Requirements

• Bachelor's Degree in Engineering, Computer Science, Information Technology (IT), Data Analytics/Science, Artificial Intelligence (AI), or related field AND 6+ years experience in technology industry, cloud, technical support, and/or customer experience engineering OR equivalent experience.
• 1+ year(s) of customer facing experience.
• Active U.S. Government Top Secret (TS) clearance with Sensitive Compartmented Information (SCI) eligibility is required.
• Active Full Scope Polygraph (FSP) is required at time of hire.
• Clearance must be current, in good standing, and transferable; expired, lapsed, or pending clearances do not qualify.
• U.S. Citizenship is required due to government contract requirements.
• Ability to work in a cleared environment, including on‑site work at a secure facility, is required.
• Clearance level and polygraph requirements cannot be waived or substituted.

Nice To Haves

• 3+ years people management experience.
• Master's Degree in Computer Science, Engineering, Data Science, Math, Business, or related field AND 8+ years experience in engineering, product/technical program management, data analysis, or product development OR Bachelor's Degree in Computer Science, Engineering, Data Science, Math, Business, or related field AND 12+ years experience in engineering, product/technical program management, data analysis, or product development OR equivalent experience

Responsibilities

• As a team manager, you will deliver success through empowerment and accountability by modeling (live our culture and values), coaching (define objectives, enable success work with the team to adapt and learn), and caring (attract and retain great people, understand each individual’s capabilities and aspirations and invest in the growth of others)
• You will act as an executive incident manager to coordinate the overall response to the most critical issues impacting US Government customers operating in Microsoft Specialized Clouds.
• You will establish best practices when providing solutions that align with customer business goals while proactively removing any barriers that stand in the way, to ensure we deliver a consistent, high quality customer experience.
• You will establish best practices for the way your team evaluates how Microsoft products impact customer strategy and will evaluate and provide suggestions for solutions that serve customer goals.
• You will provide direction for your team to partner with Field and Engineer teams to provide great customer support experiences for customers with focus on fast mitigation/resolution of issues and sharp/timely communication.

What This Job Offers

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