Senior Advanced Cloud Engineer in Customer Support (ACE) - CTJ - Poly

Overview

We are the Customer Advocacy & Engineering (CAE) team within C+AI Silver, delivering world-class support for Azure, Security, and Identity services to some of the most strategic U.S. Government customers in Microsoft Specialized Clouds. Our mission is to accelerate customer success by resolving issues quickly and accurately, driving meaningful insights back into engineering, and ensuring customers can confidently adopt and expand their use of Microsoft cloud technologies. You'll join a team of people who are genuinely passionate about cloud computing, technical depth, and helping customers overcome their toughest challenges and issues.

As a Customer Experience Engineer (Advanced Cloud Engineer - ACE) in Silver ACE, you will work on-site at a Microsoft facility, alongside a team of highly skilled engineers dedicated to unblocking customers and improving service quality. You'll collaborate directly with customers to clarify problem statements, reproduce issues in controlled environments, provide prescriptive technical guidance, and drive rapid issue mitigation/solution. You will also partner closely with Product Engineering teams to validate fixes, resolve configuration issues, and influence long-term improvements across Microsoft's cloud services.

This role gives you the opportunity to strengthen Microsoft's Specialized Clouds customer support experience and shape the next wave of innovation and adoption for our most secure and regulated customers. You will work directly with customers, field representatives, and product engineers while deepening your technical expertise and accelerating your career growth and strengthen your leadership capability in a high-impact, mission-driven domain.

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.

Responsibilities

• Gathers feedback from the customers and partners to learn ways in which customers and partners use the service and identify feature and knowledge gaps, misconfigurations, metrics, and key performance indicators (KPIs) in the current product. Helps customers and partners stay current with best practices by sharing content via multiple forums. Identifies content improvement or troubleshooting guides. Helps implement automation of complex solutions.
• Identifies and leverages potential developmental opportunities across product areas and business processes (e.g., mentorships, shadowing, trainings) for professional growth and to develop and execute on technical intensity/skilling to resolve customer issues.
• Conducts health checks to ensure customer environment (e.g., product, service, feature) is optimized and configured for deployment. With minimal guidance, provides guidance to customers on understanding and implementing new versions, software updates, and releases of platforms within Microsoft. With minimal guidance, serves as a connecting point between the engineering team and customers representatives throughout the solution lifecycle. With minimal guidance, conducts feature reviews on new deployment to identify gaps. With managerial support, provides guidance to customers on designing configurations and deploying solutions on Microsoft platforms. With minimal guidance, engages with customers to understand their business and availability needs to then help develop guidance to meet deployment needs.
• Embody our culture and values
• Serves as a connecting point and escalates specific customer issues to appropriate teams to resolve customer issues. Communicates progress and keeps stakeholders aligned with respect to escalations. With some supervision, handles escalations on customer issues from the support or field teams. Escalates issues to seniors or managers within the team, if more assistance is needed. With minimal oversight, conducts root-cause analysis of the issues and follows up with the customers.
• Collaborates with the relevant product and business groups on how customers use the product. Understands and identifies gaps in customer scenarios and product limitations. Provides details to the product and business groups on customer product experience and usage. With minimal supervision, acts as a voice of customers (VOCs) to inform product and business groups on customer product experience and usage.
• With minimal guidance, partners with other teams (e.g., program managers, software engineers, product, customer service support [CSS] teams) to review and unblock, and resolve customer incidents/issues. Collaborates with internal partner teams to supports delivery of solutions back to the customers. Informs stakeholders on customer progression including issues. Independently starts to build partnerships with internal technical teams to update the troubleshooting resources. With minimal guidance, works with the relevant product and business groups to resolve customer issues.

Qualifications

Required / Minimum Qualifications

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.

Other Requirements:

Security Clearance Requirements: Candidates must be able 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:

• The successful candidate must have an active U.S. Government Top Secret Clearance with access to Sensitive Compartmented Information (SCI) based on a Single Scope Background Investigation (SSBI) with Polygraph. Ability to meet Microsoft, customer and/or government security screening requirements are required for this role. Failure to maintain or obtain the appropriate U.S. Government clearance and/or customer screening requirements may result in employment action up to and including termination.
• Clearance Verification: This position requires successful verification of the stated security clearance to meet federal government customer requirements. You will be asked to provide clearance verification information prior to an offer of employment.
• Microsoft Cloud Background Check: This position will be required to pass the Microsoft Cloud background check upon hire/transfer and every two years thereafter.
• Citizenship & Citizenship Verification: This position requires verification of U.S. citizenship due to citizenship-based legal restrictions. Specifically, this position supports United States federal, state, and/or local United States government agency customer and is subject to certain citizenship-based restrictions where required or permitted by applicable law. To meet this legal requirement, citizenship will be verified via a valid passport, or other approved documents, or verified US government Clearance

Preferred Qualifications:

• 5+ years' experience in technology industry, cloud, technical support, and/or customer facing roles.

Customer Experience Engineering IC4 - The typical base pay range for this role across the U.S. is USD $119,800 - $234,700 per year. There is a different range applicable to specific work locations, within the San Francisco Bay area and New York City metropolitan area, and the base pay range for this role in those locations is USD $158,400 - $258,000 per year.

Certain roles may be eligible for benefits and other compensation. Find additional benefits and pay information here:
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This position will be open for a minimum of 5 days, with applications accepted on an ongoing basis until the position is filled.

Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, citizenship, color, family or medical care leave, gender identity or expression, genetic information, immigration status, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran or military status, race, ethnicity, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable local laws, regulations and ordinances. If you need assistance with religious accommodations and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations.