Cloud Services Engineer - CxRE

The Cloud Service Engineer, Customer Response, or Customer Response Engineer (CRE) plays a pivotal role in representing customer interests within engineering teams, particularly regarding software and offerings that deliver service and feature benefits across the commercial and government sectors. The CRE is accountable for managing and leading escalations at all stages, whether initiated by customers (CPEs), sales teams, partners, or arising from production issues that impact customers.

Our primary responsibility is to proactively address customer concerns by implementing preventative measures. Engineers engage directly with customers to gain insight into their challenges. The Customer Reliability Engineering (CRE) team focuses on identifying and promoting the adoption of robust, high-quality solutions across our portfolio, collaborating closely with engineering teams to enhance the quality and reliability of our software. This is a hybrid role based in Redmond, WA, requiring a minimum of three in-office days per week.

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:

• Lead and coordinate end-to-end incident response efforts, ensuring timely resolution, effective stakeholder communication, and continuous improvement of incident management processes.
• Leverages technical expertise, judgment, and decision making to coordinate multiple work streams and resources in crisis situations to drive mitigation plan and resolve, reduce, or mitigate the impact of a crisis by engaging necessary teams and escalating to appropriate stakeholders. Applies diagnostic expertise. Provides guidance to other engineers working to mitigate and resolve issues.
• Analyze data sets; review existing processes and tools; provide operational insights into customer experience; assess reliability quality in engineering; product teams. Proactively identify and resolve people, process or technology issues; reduce incident mitigation time and to prevent future incidents.
• Support and improve tools and predictive models to enhance product development and operations and monitor their impact on operational metrics.
• Communicates customer impact and other relevant information with key stakeholders, leadership, and customers.
• Develops projects and programs to improve crisis response by creating standard practices (e.g., processes, standard operating procedures) for consistent response across engineering teams. Fosters increased service stability. Reduces future noise by participating in optimization of telemetry and alarming. Leverage customer analytics to identify trends, pain points, and opportunities for service improvement.
• Participate in on-call rotation.

Embody our culture and values

Qualifications:

Required Qualifications:

• Bachelor's Degree in Computer Science, Information Technology, or related field AND 2+ years technical experience in software engineering, network engineering, service engineering, or systems engineering
  • OR equivalent experience.
• 2+ Experience managing customer relationships and working with customers to resolve complex issues; Ability to work effectively with customers, support teams, and engineering teams in high-paced environment.
• 2+ Experience developing software and/or services and cloud-based solutions with strong knowledge of managed services, including Exchange Online, Microsoft TEAMS, SharePoint, etc.
• 2+ Proven expertise with incident management processes, from initial triage through resolution and post-incident review.

Other Requirements:

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.
• Citizenship & Citizenship Verification: This role will require access to information that is controlled for export under export control regulations, potentially under the U.S. International Traffic in Arms Regulations or Export Administration Regulations, the EU Dual Use Regulation, and/or other export control regulations.As a condition of employment, the successful candidate will be required to provide proof of citizenship, U.S. permanent residency, or other protected status (e.g., under 8 U.S.C. 1324b(a)(3)) for assessment of eligibility to access the export-controlled information. To meet this legal requirement, and as a condition of employment, the successful candidate's citizenship will be verified with a valid passport. Lawful permanent residents, refugees, and asylees may verify status using other documents, where applicable."
• 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(or applicable country) United States government agency customers 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.

Preferred Qualifications:

• Master's Degree in Computer Science, Information Technology, Mechanical Engineering, Electrical Engineering, Aerospace Engineering, Data Science, Cybersecurity, or related field AND 3+ years technical experience in software engineering, network engineering, service engineering, systems engineering, or industrial controls OR Bachelor's Degree in Computer Science, Information Technology, Mechanical Engineering, Electrical Engineering, Aerospace Engineering, Data Science, Cybersecurity, or related field AND 5+ years technical experience in software engineering, network engineering, service engineering, systems engineering, or industrial controls
  • OR equivalent experience.
• 2+ year(s) technical experience working with large-scale cloud or distributed systems.
• Proficiency in one or more programming languages (e.g., C#, JavaScript).
• Preferred proficiency in AI technologies, including knowledge in using, designing and deploying intelligent agents and AI systems to automate and streamline business operations.

Service Engineering IC3 - The typical base pay range for this role across the U.S. is USD $100,600 - $199,000 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 $131,400 - $215,400 per year.

Certain roles may be eligible for benefits and other compensation. Find additional benefits and pay information here: ;br>
Microsoft will accept applications for the role until August 25th, 2025.

Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request via the Accommodation request form .

Benefits/perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work.