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Principal Customer Experience Engineering Manager

https://www.microsoft.com/ Logo

Microsoft Corporation

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Location:
India , Hyderabad

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Category:
IT - Administration

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Contract Type:
Not provided

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Salary:

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Job Description:

The Principal Azure Customer Engineer (ACE) Manager is accountable for end‑to‑end engineering support delivery (AED – Azure Engineering Direct) for an assigned portfolio of Microsoft’s strategic customers, demonstrating strong partnership with internal and external stakeholders. This role serves as the primary leadership point of accountability and escalation and includes direct people leadership responsibility for Azure Customer Engineers. This is a unique role following the “Player‑Coach” leadership model, with 50% focused on direct customer engagement on complex support issues and 50% on managing and coaching a team of Azure Customer Engineers supporting Microsoft’s top Azure customers. Success requires strong operational, leadership, and technical capability. You will work with industry‑leading companies and collaborate directly with Azure engineering teams to deliver solutions and new capabilities, leading a team of highly skilled engineers supporting mission‑critical Azure deployments.

Job Responsibility:

  • Lead a high‑performing team that supports top Azure customers and resolves critical, complex technical issues in a 24x7x365 environment
  • Hire, onboard, develop, coach, mentor, and evaluate Azure Customer Engineers
  • Build a team culture rooted in customer obsession
  • Build a framework where the team works closely with Azure engineering on complex issues and invests in engineering practices
  • Collaborate with Azure engineering teams using a prioritized set of opportunities to eliminate top issues impacting customer experience
  • Create standards and best practices that simplify and optimize support capabilities
  • Foster a culture of innovation by leveraging AI, encouraging automation, tooling enhancement
  • Lead operational excellence by reinforcing ACE accountability for complex cases
  • Attract and build a diverse, high‑performing team
  • Create an inclusive environment where every employee feels empowered and engaged
  • Foster seamless cross‑geo engineering collaboration
  • Establish and execute a readiness framework ensuring Azure Customer Engineers stay current with rapidly evolving technologies
  • Oversee increasingly complex customer issues and incidents
  • Recommend solutions to close skill gaps and meet readiness needs
  • Track evolving industry and technology trends and identify opportunities to improve team capability and product quality
  • Collaborate effectively with partners to synthesize feedback from challenging and strategic customers
  • Facilitate discussions with engineering and product stakeholders on product strategy and roadmaps
  • Lead your team in sharing insights and best practices with customers and partners

Requirements:

  • Bachelor’s degree in engineering, Computer Science, Information Technology, Data Analytics/Science, Artificial Intelligence, or related field, AND at least 12 years of experience in the technology industry, cloud, technical support, and/or customer experience engineering
  • OR equivalent experience
  • 5+ years of experience managing and leading highly technical, customer‑facing teams in a fast‑paced environment
  • Hands‑on experience with cloud technologies
  • Azure experience preferred
  • Strong communication skills and executive presence, with the ability to engage confidently with CxO and BDM audiences
  • Exceptional interpersonal, verbal, written, and presentation skills required

Nice to have:

  • Knowledge of modern engineering practices such as Agile, Lean, DevOps, etc. and modern cloud competencies (distributed systems, observability, compute/storage/network, containerization, identity, etc.)
  • Strong passion and focus on delivering the right customer experience and value
  • Demonstrated ability to build a deep relationship with internal teams and customers
  • Proven ability to recruit and develop global teams that are diverse and inclusive
  • Ability to debug complex distributed system issues and guide engineers toward root cause using logs/traces/diagnostics
  • Ability to innovate and drive change for growth, value and efficiency

Additional Information:

Job Posted:
March 13, 2026

Employment Type:
Fulltime
Work Type:
Hybrid work
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