Senior Advanced Cloud Engineer in Customer Support (ACE) - CTJ - Poly

Position Overview

We are the Customer Advocacy & Engineering (CAE) team within C+AI Silver, delivering world‑class support for Azure, Security, and Identity services to some of the most strategic U.S. Government customers in Microsoft Specialized Clouds. Our mission is to accelerate customer success by resolving issues quickly and accurately, driving meaningful insights back into engineering, and ensuring customers can confidently adopt and expand their use of Microsoft cloud technologies. You'll join a team of people who are genuinely passionate about cloud computing, technical depth, and helping customers overcome their toughest challenges and issues.

As a Customer Experience Engineer (Advanced Cloud Engineer - ACE) in Silver ACE, you will work on‑site at a Microsoft facility, alongside a team of highly skilled engineers dedicated to unblocking customers and improving service quality. You'll collaborate directly with customers to clarify problem statements, reproduce issues in controlled environments, provide prescriptive technical guidance, and drive rapid issue mitigation/solution. You will also partner closely with Product Engineering teams to validate fixes, resolve configuration issues, and influence long‑term improvements across Microsoft's cloud services.

This role gives you the opportunity to strengthen Microsoft's Specialized Clouds customer support experience and shape the next wave of innovation and adoption for our most secure and regulated customers. You will work directly with customers, field representatives, and product engineers while deepening your technical expertise and accelerating your career growth and leadership capability in a high‑impact, mission‑driven domain.

Microsoft's mission is to empower every person and every organization on the planet to achieve more. We come together with a growth mindset, innovate to empower others, and collaborate to realize our shared goals. We build on our values of respect, integrity, and accountability to create a culture of inclusion where everyone can thrive at work and beyond.

Key Responsibilities

• Gathers feedback from customers and partners to understand service usage, identify feature and knowledge gaps, reveal misconfigurations and key performance indicators (KPIs), and suggest improvements such as content enhancements or troubleshooting guides.
• Identifies and leverages developmental opportunities across product areas and business processes, including mentorships, shadowing, and trainings, to drive technical intensity and resolve customer issues.
• Conducts health checks to ensure customer environments are optimized and configured for deployment, provides guidance on software updates, and acts as a connection between engineering teams and customer representatives.
• Serves as a point of escalation for customer issues, communicates progress to stakeholders, and conducts root-cause analysis to ensure effective resolution.
• Collaborates with product and business groups to relay customer experiences and usage, acting as a voice of the customer (VOC) to drive product improvements.
• Partners with program managers, software engineers, and customer service teams to review and resolve customer incidents, building internal partnerships to update troubleshooting resources as needed.

Required Qualifications

• Education: Bachelor's Degree in Engineering, Computer Science, Information Technology (IT), Data Analytics/Science, Artificial Intelligence (AI), or a related field.
• Experience Required: 4+ years of experience in the technology industry, cloud, technical support, and/or customer experience engineering, or equivalent experience.
• Requirements: Must meet Microsoft, customer, and/or government security screening requirements, including holding an active U.S. Government Top Secret Clearance with access to Sensitive Compartmented Information (SCI) based on a Single Scope Background Investigation (SSBI) with Polygraph, as well as passing background checks and citizenship verification as required.

Preferred Qualifications

• Qualifications: 5+ years' experience in the technology industry, cloud, technical support, and/or customer facing roles.

Benefits & Perks

• Salary: Base pay range is USD $119,800 - $234,700 per year across the U.S., with a range of USD $158,400 - $258,000 per year for roles based in the San Francisco Bay area and New York City metropolitan area.
• Benefits: Additional benefits and compensation details are available at https://careers.microsoft.com/us/en/us-corporate-pay.
• Schedule: This position will be open for a minimum of 5 days, with applications accepted on an ongoing basis until the role is filled.