Responsibilities
- Develop and execute the operational demand strategy and roadmap to make Azure the most stable, reliable, and performant cloud.
- Influence and drive product investments that eradicate operational demand, improve supportability and product quality, and enhance customer and engineer experiences.
- Provide technical and strategic leadership across Product Groups, CSS, and Engineering teams to solve complex, cross-organizational challenges.
- Lead AI-first transformation through AI agents, copilots, automation, and predictive insights to improve diagnostics, self-help, productivity, and support outcomes.
- Ability to operate with urgency and deliver results in a fast-paced, highly ambiguous environment.
- Define success metrics, establish accountability, and drive execution against measurable business outcomes.
- Apply systems thinking and standardized approaches to solve problems at scale, accelerate automation, and continuously improve operational efficiency.
- Foster an inclusive, high-performing culture while embodying Microsoft's Culture and Values.
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
- Ability to meet Microsoft, customer and/or government security screening requirements are required for this role. These requirements include but are not limited to the following specialized security screenings:
- Microsoft Cloud Background Check: This position will be required to pass the Microsoft Cloud Background Check upon hire/transfer and every two years thereafter.
- 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.
- Familiarity with Large Language Models (LLMs), agent development, model evaluation techniques, or human‑in‑the‑loop workflows.
- Experience designing and delivering solutions using modern software engineering practices and cloud technologies in ways that support accessibility, scalability, and customer needs.
- Effective communication and inclusive leadership skills, enabling clear partnership with diverse teams, stakeholders, and customers.
- Commitment to continuous learning, including exploring emerging technologies and applying them to address business and customer challenges.
- Familiarity with program‑management practices across different software development services, methodologies, and delivery models.
- Understanding of engineering best practices used in cloud‑based services.
- Experience applying structured problem‑solving approaches, including pilots, prototypes, experimentation frameworks, or iterative testing.
- Experience implementing Supportability‑by‑Design principles to enhance customer experience and support service reliability.
Customer Experience Engineering IC5 - 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.
Skills Required
- Bachelor's degree in Engineering, Computer Science, Information Technology, Data Analytics/Science, Artificial Intelligence, or related field (or equivalent experience)
- 6+ years experience in the technology industry, cloud, technical support, and/or customer experience engineering
- 1+ year of customer-facing experience
- Ability to pass Microsoft Cloud Background Check and meet Microsoft security screening requirements
- Master's degree in Engineering and 8+ years experience OR Bachelor's degree and 12+ years experience (or equivalent)
- 3+ years of customer-facing experience (preferred)
- 5+ years people management experience
- Familiarity with Large Language Models (LLMs), agent development, model evaluation techniques, or human-in-the-loop workflows
- Experience designing and delivering solutions using modern software engineering practices and cloud technologies supporting accessibility and scalability
- Familiarity with program-management practices across software development services, methodologies, and delivery models
- Experience applying structured problem-solving approaches, including pilots, prototypes, experimentation frameworks, or iterative testing
- Experience implementing Supportability-by-Design principles to enhance customer experience and service reliability
- Effective communication and inclusive leadership skills for cross-team collaboration
Microsoft Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Microsoft and has not been reviewed or approved by Microsoft.
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Fair & Transparent Compensation — Pay is presented as broadly competitive overall, with clear role/level/location variation and an emphasis on using posted ranges and band information for apples-to-apples comparisons.
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Retirement Support — Retirement benefits are described as a standout, highlighted by a strong 401(k) match structure and immediate vesting, plus additional plan features for tax-advantaged saving.
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Parental & Family Support — Family-oriented benefits are portrayed as a meaningful strength, with substantial paid parental leave and added supports like back-up care and adoption/surrogacy assistance.
Microsoft Insights
What We Do
At Microsoft, our mission is to empower every person and every organization on the planet to achieve more. Our mission is grounded in both the world in which we live and the future we strive to create. Today, we live in a mobile-first, cloud-first world, and the transformation we are driving across our businesses is designed to enable Microsoft and our customers to thrive in this world.
