Job Description:
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.
