Principal Customer Experience Engineering Manager

As a Principal Azure Customer Engineer (ACE) Manager at Microsoft, you will be accountable for delivering end-to-end engineering support for a portfolio of strategic customers. You will lead a team of Azure Customer Engineers in resolving critical technical issues and ensuring customer satisfaction. Your role will involve a "Player-Coach" leadership model, where 50% of your focus will be on direct customer engagement and 50% on managing and coaching your team.

**Key Responsibilities:** - Lead a high-performing team of Azure Customer Engineers to support top Azure customers and resolve complex technical issues. - Hire, onboard, develop, coach, and mentor engineers to maintain a diverse and inclusive team. - Advocate relentlessly for customers, represent their issues to engineering teams, and drive innovative solutions. - Establish engineering practices to deeply understand customer insights and incident signals, collaborating with Azure engineering teams to improve platform quality and security. - Drive innovation through AI, automation, and tooling enhancement to improve diagnostics and supportability. - Reinforce accountability for complex cases, improve Time to Mitigate (TTM), and drive engineering-driven problem resolution.

**Qualifications:** - Bachelors degree in engineering, Computer Science, Information Technology, Data Analytics/Science, Artificial Intelligence, or related field, with at least 12 years of experience in technology, cloud, technical support, or customer experience engineering; OR equivalent experience. - 5+ years of experience managing technical, customer-facing teams. - Hands-on experience with cloud technologies, preferably Azure. - Strong communication skills and executive presence to engage confidently with stakeholders.

**Preferred Qualifications:** - Knowledge of modern engineering practices and cloud competencies. - Passion for delivering exceptional customer experiences and building strong relationships. - Ability to recruit and develop diverse and inclusive global teams. - Strong problem-solving skills in debugging complex distributed system issues. - Drive innovation and change for growth, value, and efficiency.

This position will be open for a minimum of 5 days, with applications accepted until filled. Microsoft is an equal opportunity employer, providing consideration for employment without regard to various personal characteristics. As a Principal Azure Customer Engineer (ACE) Manager at Microsoft, you will be accountable for delivering end-to-end engineering support for a portfolio of strategic customers. You will lead a team of Azure Customer Engineers in resolving critical technical issues and ensuring customer satisfaction. Your role will involve a "Player-Coach" leadership model, where 50% of your focus will be on direct customer engagement and 50% on managing and coaching your team.

**Key Responsibilities:** - Lead a high-performing team of Azure Customer Engineers to support top Azure customers and resolve complex technical issues. - Hire, onboard, develop, coach, and mentor engineers to maintain a diverse and inclusive team. - Advocate relentlessly for customers, represent their issues to engineering teams, and drive innovative solutions. - Establish engineering practices to deeply understand customer insights and incident signals, collaborating with Azure engineering teams to improve platform quality and security. - Drive innovation through AI, automation, and tooling enhancement to improve diagnostics and supportability. - Reinforce accountability for complex cases, improve Time to Mitigate (TTM), and drive engineering-driven problem resolution.

**Qualifications:** - Bachelors degree in engineering, Computer Science, Information Technology, Data Analytics/Science, Artificial Intelligence, or related field, with at least 12 years of experience in technology, cloud, technical support, or customer experience engineering; OR equivalent experience. - 5+ years of experience managing technical, customer-facing teams. - Hands-on experience with cloud technologies, preferably Azure. - Strong communication skills and executive presence to engage confidently with stakeholders.

**Preferred Qualifications:** - Knowledge of modern engineering practices and cloud competencies. - Passion for delivering exceptional customer experiences and building strong relationships. - Ability to recruit and develop diverse and inclusive global teams. - Strong problem-solving skills in debugging complex distributed system issues. - Drive innovation and change for growth, value, and efficiency.

This position will be open for a minimum of 5 days, with applications accepted until filled. Microsoft is an equal opportunity employer, providing consideration for employment without regard to various personal characteristics.