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Are you interested in working for one of the most exciting and fastest growing teams in Microsoft, passionate about exceeding customer expectations and advancing Microsoft’s cloud first strategy? Are you interested in a start-up like environment, excited about cloud computing and driving growth in one of Microsoft’s core businesses? If so, then look no further!

Come join us and surround yourself with people who are passionate about cloud computing and believe that extraordinary support is critical to customer success and are fundamentally changing how we deliver support to our top Azure customers.

We are Azure Advanced Cloud Engineering (ACE) – a global Azure Engineering Support organization (part of Azure Customer eXPerience group) that is customer-obsessed, and support engaged, with an engineering mindset​. Our mission is to turn Azure customers into fans with a world-class engineering-led support experience.

We are looking for a people leader who is customer-obsessed with an engineering mindset to help us on our mission to deliver world class support experiences to our key Azure customers. This role requires strong operational and people leadership with a technical background to manage a team of Azure Cloud Engineers responsible for providing world class support to key customers on Azure. You will partner with engineering teams within Azure, support, and field teams to deliver solutions and new capabilities, leading a team of highly skilled engineers delivering support for our topmost customer’s mission critical Azure deployments.

This is a unique role in the Azure CXP team following the 'Player-Coach' leadership principle with a mix of customer engagement on complex high impact issues and managing and coaching a team of Azure Customer Engineers. You will work with industry leading companies and directly partner with engineering teams within Azure to deliver solutions and new capabilities, leading a team of highly skilled engineers delivering support for our customers’ most mission critical Azure deployments.

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

As a Principal Customer Experience Engineering Manager, you are accountable for end-to-end engineering support delivery for an assigned portfolio of Microsoft strategic customers, demonstrating a critical partnership with internal and external stakeholders.  This role serves as the primary leadership point of accountability and/or escalation for their portfolio of customers and has direct people management responsibility for Azure Cloud Engineers. The responsibilities for this role include:

Lead a Customer Obsessed Engineering Led, Support Delivery Team:

Lead a high-performing team that will support our key Azure customers in partnership with support and engineering teams to resolve critical and complex technical issues in a 24x7x365 environment. Also, support with leadership escalations as part of the management on call rotations.

Enable a customer obsessed environment where team members can relentlessly champion and advocate for our customers in representing their issues to engineering teams and be a change agent to develop innovative ways to resolve their issues.

Build a team culture that thrives on customer obsession, where team members go above and beyond their immediate issue at hand to delight the customers and can predict and resolve the next issue before the customer reports it.

Continual Engineering Improvement:

Build a framework where the team not only works closely with Azure engineering teams to support customers with their complex issues but invests in engineering practices such as daily scrum and triage meetings to deeply understand platform gaps based on feedback and insights gained while supporting them. And then collaborate with engineering teams across Azure based on a prioritize list of product improvement opportunities to eliminate top issues impacting customer experience.

Create standards and best practices that simplify and optimize support capabilities, and drive adoption across multiple service teams across Azure, as well as to our broader Azure support delivery teams.

Create an environment that fosters innovative approaches to automating customer solutions. Establish tight integration with Cloud Engineering to continually improve Azure support tooling and diagnostics capabilities.

Technical Readiness:

Foster an environment where Customer Engineers are onboarded with the right balance of technical depth and breadth, so they can support a broad range of complex scenarios.

Establish a readiness framework where Customer Engineers are abreast of latest technologies in a constantly changing environment through active triaging of cases as well as end to end case ownership.

People and Culture:

Attract and build a diverse, high-performing team with capabilities needed to achieve current and future business objectives. Balance the development of existing employees while bringing in new and diverse external and internal talent.

Create an inclusive work environment where every employee can effectively engage and wants to be part of the team. Provide ongoing feedback that helps direct reports improve their performance. Promote a positive environment across the organization by modeling behavior that promotes good morale.

Identify and develop technical and soft skills needed to deliver outstanding support and solutions to our customers. Leverage resources to help employees develop skills and support their career interests.

Remove barriers to agility to enable the team to shift priorities quickly without losing customer focus and efficiency.

Qualifications

• 12+ years of customer facing experience managing complex workloads in cloud computing for global Fortune 500 customers.

• 3+ years of experience managing and leading highly technical teams in a fast-paced environment.

• 3+ years of experience identifying customer needs & requirements, resolving customer reported challenges, developing customer-centric solutions, and delivering stellar customer experiences.

• 3+ years of experience in a support, product management, program management or engineering environment.

• Bachelor’s degree in technology preferred or a combination of education and relevant customer facing experience.

• Strong communication skills with executive presence, including the ability to hold CxO and BDM level discussions. Exceptional interpersonal, verbal, written and presentation skills required.

• Possess successful cross-teaming skills, including cultivating and influencing virtual stakeholder teams to achieve large impact results.

• Demonstrated ability to recruit and develop global teams that innovate and drive change.

• Sound understanding of cloud computing technologies across various customer lifecycles of deployment and support.

Microsoft is an equal opportunity employer. Consistent with applicable law, 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 and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations (https://careers.microsoft.com/v2/global/en/accessibility.html) .