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
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 end‑to‑end 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 high‑performing teams operating in high‑pressure, high‑trust environments.
Participate in on-call rotations to lead triage, incident response, and escalation management for high-severity issues.
Other
Embody our company's Culture and Values.
Qualifications
Required/minimum qualifications
Bachelor's 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.
Other Requirements
Citizenship & Citizenship Verification: This role will require access to information that is controlled 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 candidate’s 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 citizenship due 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 candidate’s citizenship will be verified with a valid passport.
Additional or preferred qualifications
Master's Degree in Engineering, or related field AND 8+ years experience in technology industry, cloud, technical support, and/or customer experience engineering
OR Bachelor's 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 $142,800 - $274,800 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 $188,000 - $304,200 per year.
- Certain roles may be eligible for benefits and other compensation. Find additional benefits and pay information here:
- https://careers.microsoft.com/us/en/us-corporate-pay
This 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.
