Customer Experience Engineering Manager
Job Location:
Atlanta, GA - USA
Yearly Salary:
Posted:
Application Deadline:
Vacancies:
Job Summary
Are you a customer-obsessed AI-curious problem-solver who thrives in an inclusive collaborative global team Join Engineering Operations (EngOps) the organization driving operational excellence across the Microsoft Cloud to strengthen quality reliability security and customer trust. As part of EngOps youll design solutions that prevent issues before they happen embed AI-powered automation and turn signals into actions that deliver measurable customer impact. Our culture of empowerment inclusion and growth mindset defines how we work.
Advanced Cloud Engineering & Supportability (ACES) is the EngOps organization responsible for mission critical support and supportability for Azures most demanding environments including Government and Sovereign Cloud. Within ACES the Sovereign team delivers mission-critical support and supportability for Azures most demanding sovereign and regulated environments. We operate with an AI-first engineering-led approach that leverages automation and intelligence across detection diagnosis and resolution to drive system-level improvements. Our focus is on ensuring reliability compliance and resiliency at scale for customers where failure is not an option
The Customer Experience Engineering Manager is a people and execution leader within Advanced Cloud Engineering & Supportability (ACES) operating as part of Engineering Operations (EngOps).This role is accountable for support execution and incident leadership in Government Sovereign Cloud and other high-consequence environments while ensuring that learning from support cases and incidents is systematically translated into durable product platform and supportability ACES support is not a queue its engineering better outcomes. Managers lead teams that protect customer trust during critical moments and close the loop by reducing recurring operational demand at the source using AI assisted workflows and agents.
Microsofts 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 the shift to AI-first support: design deploy and run agent-assisted workflows for triage case summaries diagnostics routing and knowledge retrieval that cut engineer toil and speed up response
- Reduce case volume at the source: use case and incident data to find the top recurring drivers and partner with product teams to remove them through self-help content automated diagnostics or proactive detection. Track impact through deflection and recurrence rates.
- Turn engineer know-how into automation: build a habit of documenting fixes in a form that AI agents and automated runbooks can reuse.
- Own endtoend support response and incident execution including clear ownership rapid mitigation and predictable outcomes within 24x7x365 support environment.
- Partner with product teams to convert support and incident learnings into diagnostics automation standards or platform changes.
- Build and develop highperforming teams operating in highpressure hightrust environments.
- Participate in on-call rotations to lead triage incident response and escalation management for high-severity issues.
- Embody our companysCulture and Values.
Qualifications
- Bachelors Degree in Engineering Computer Science Information Technology (IT) Data Analytics/Science Artificial Intelligence (AI) or related field AND 6 years experience in technology industry cloud technical support and/or customer experience engineering
- OR equivalent experience.
- 1 year(s) of customer facing experience.
- Citizenship & Citizenship Verification: This role will require access to information that iscontrolled 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 either proof of their country of citizenship or proof of their 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 candidates 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 citizenshipdue to citizenship-based legal restrictions. Specifically this position supports United States federal state and/or local government agency customers and is subject to certain citizenship-based restrictions where required or permitted by applicable law. To meet this legal requirement and as a condition of employment the successful candidates citizenship will be verified with a valid passport.
- Masters Degree in Engineering or related field AND 8 years experience in technology industry cloud technical support and/or customer experience engineering
- OR Bachelors Degree in Engineering Computer Science Information Technology (IT) Data Analytics/Science Artificial Intelligence (AI) or related field AND 12 years experience in technology industry cloud technical support and/or customer experience engineering
- OR equivalent experience.
- 3 years of customer facing experience.
- 5 years people management experience.
- Experience in leading technical support reliability or engineering operations teams.
- Experience in government sovereign or regulated environments.
- A track record of building & implementing automation or AI/LLM-based tools.
#ACES #EngOpsACES
Customer Experience Engineering M5 - The typical base pay range for this role across the U.S. is USD $142800 - $274800 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 $188000 - $304200 per year.
Certain roles may be eligible for benefits and other compensation. Find additional benefits and pay information here:
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.
Required Experience:
Manager
