Sr. Customer Engineering Manager

Microsoft • Redmond, WA

2d

About The Position

Are you a customer-obsessed, AI-curious problem-solver who thrives in an inclusive, collaborative global team? Join Engineering Operations (EngOps), the organization driving operational excellence across the Microsoft Cloud to strengthen quality, reliability, security, and customer trust. As part of EngOps, you’ll design solutions that prevent issues before they happen, embed AI-powered automation, and turn signals into actions that deliver measurable customer impact. Our culture of empowerment, inclusion, and growth mindset defines how we work.
The Azure Engineering Operations (EngOps) team’s mission is to transform Microsoft Cloud customers into fans. Through our deep engineering engagements with customers and teams across Microsoft, we analyze and amplify customer needs and drive the vision to improve Cloud quality, security, and reliability. Our culture of growth mindset and empowerment are central to who we are and how we work.
Our team is at the heart of delivering scalable, resilient, and intelligent solutions that empower customer engineering teams across the organization. We are seeking a highly experienced and innovative Senior Customer Engineering Manager with strong technical depth and leadership skills focused on AI/ML, agentic systems, and operational excellence to join the team. This role offers the opportunity to lead a high-performing team, drive the development of customer solutions leveraging internal Agentic platforms, and contribute to the strategic direction of customer engineering for Fairfax and commercial businesses. The selected candidate will focus on enabling engineering-led support and agentic AI systems to transform Azure support.
Every day, our customers stake their business and reputation on cloud. You can help Azure EngOps provide our customers with the world-class cloud services they need to succeed.
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 4+ years experience in technology industry, cloud, technical support, and/or customer experience engineering OR equivalent experience.
• 4+ years of experience in software or cloud engineering, or in supportability-focused engineering roles.
• 4+ years of proven experience hiring, coaching, and developing high‑performing, inclusive engineering teams, with a demonstrated commitment to career growth and team well‑being.
• 2+ years of experience working with cloud platforms (such as Azure), distributed systems, and microservices architectures.
• Ability to meet Microsoft, customer and/or government security screening requirements are required for this role. These requirements include, but are not limited to, the following specialized security screenings: Microsoft Cloud Background Check: This position will be required to pass the Microsoft Cloud background check upon hire/transfer and every two years thereafter.

Nice To Haves

• Master’s Degree in Engineering or a related field AND 6+ years of experience in the technology industry, cloud, technical support, and/or customer experience engineering; OR Bachelor’s Degree in Engineering, Computer Science, Information Technology (IT), Data Analytics/Science, Artificial Intelligence (AI), or a related field AND 8+ years of experience in the technology industry, cloud, technical support, and/or customer experience engineering; OR equivalent experience.
• 3+ years of customer‑facing experience.
• 1+ years of people‑management experience.
• 2+ years of experience with Python, C#, and AI/ML concepts, including agentic systems.
• Demonstrated success managing high‑severity incidents, executive escalations, and stakeholder communications.
• Proven ability with operational rigor experience setting OKRs, tracking KPIs, and improving live‑site reliability metrics.

Responsibilities

• Lead and grow a diverse team of Customer Engineers; foster an inclusive, high-trust culture and coach for excellence.
• Serve as the leadership point of accountability for leadership; manage executive-level escalations and ensure timely resolution of critical incidents.
• Drive engineering-led engagements leveraging agentic AI systems (AI Foundry, Python) to accelerate diagnosis, repair, and case deflection.
• Collaborate with product managers, researchers, and engineering teams to define technical requirements and deliver innovative solutions.
• Ensure operational excellence by improving TTM/TTR, RCA compliance, and SLO adherence; use data-driven insights to set OKRs and monitor performance.
• Influence product engineering roadmaps through the voice of the customer; partner with CSS, PGs, and Field teams to scale learnings and ship repairs.
• Own the end-to-end lifecycle of strategic initiatives, including planning, execution, and measurement of impact.
• Evaluate and integrate emerging technologies to enhance platform capabilities and customer experience.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 5,001-10,000 employees