As a Senior Azure ACE Engineer at Microsoft, you will be integral to ensuring that Microsoft’s Azure customers receive the highest level of technical support and solutions. You will work at the forefront of cloud innovation, addressing complex technical challenges, collaborating with internal engineering teams, and ensuring that customers’ business-critical workloads are optimized and deployed successfully on Azure. In this highly collaborative and dynamic environment, your role will combine advanced cloud expertise with customer advocacy to deliver exceptional experiences and outcomes for Azure users across industries.

Key Responsibilities

1. End-to-End Solution Management. Own the complete lifecycle of customer solutions, ensuring the successful configuration, deployment, and optimization of Microsoft Azure services. You will actively collaborate with customers, stakeholders, and cross-functional teams to provide proactive, tailored solutions and best practices.
2. Incident Management & Problem Resolution. Act as a key engineer during critical escalations, analyzing complex customer issues, identifying root causes, and coordinating with the engineering team to resolve problems promptly. You’ll be the go-to person for high-impact incidents, ensuring customers experience minimal downtime and disruption.
3. Strategic Collaboration & Relationship Building. Collaborate closely with various teams including Customer Success Account Managers, Cloud Solution Architects, and Azure engineers to address customer needs, manage issues, and help guide them through the Azure journey. Represent customer feedback and product concerns internally to inform future product developments.
4. Customer Advocacy. As the voice of the customer, leverage customer insights to influence product development teams and drive improvements in Azure features and functionality. Build long-term, productive relationships with customers by providing actionable insights and ensuring that their feedback is heard and acted upon.
5. Product and Knowledge Advocacy. Serve as an Azure subject matter expert, contributing to the development of content and tools for troubleshooting, knowledge sharing, and process improvement. Educate and mentor junior engineers and customers, while also sharing knowledge across teams to improve overall support practices.
6. Innovation and Service Improvement. Work proactively to identify and resolve service gaps, uncovering patterns of recurring issues and leading the development of automation solutions to improve operational efficiency and scalability. Propose and implement new tools, methodologies, and processes that further enhance the customer experience and service delivery.

Qualifications and Skills

1. Experience. A minimum of 6 years in IT, with a strong background in troubleshooting, supporting, and managing complex enterprise applications. At least 2 years of cloud-specific experience with a deep understanding of Azure services, infrastructure, and platforms.
2. Technical Expertise. Expertise in key Azure technologies including Core IaaS (Compute, Storage, Networking), PaaS (Service Bus, Event Hubs, Redis Cache), and Data platforms (SQL Server, Azure SQL DB, Azure Machine Learning). Knowledge of big data tools (HDInsight, Hadoop, Azure Databricks) is beneficial. Familiarity with Azure Kubernetes Service, Identity & Authentication (Azure AD, SSO/Federation) is a plus.
3. Automation & Coding Skills. Proficiency in one or more automation languages (PowerShell, Python, C#), with an ability to write scripts and implement automation to improve operations and manage customer issues at scale.
4. Problem Solving & Analytical Skills. Strong analytical mindset and problem-solving skills to address complex technical issues and provide data-driven insights to clients. Ability to understand intricate customer requirements and apply the appropriate Azure technologies to solve their business problems.
5. Customer-Centric Communication. Excellent communication and interpersonal skills. You must be able to explain highly technical issues in a clear, accessible way to both technical and non-technical audiences. Strong written communication skills are required for documentation and knowledge sharing.
6. Collaboration & Teamwork. Ability to work collaboratively in a team environment, partner effectively with stakeholders, and navigate cross-functional teams to ensure customer success.

Why Join Microsoft’s Azure Team? Microsoft is not only at the forefront of cloud innovation, but also deeply committed to fostering a collaborative, inclusive, and growth-focused culture. As a Senior Azure ACE Engineer, you will work alongside industry-leading professionals, driving transformation and innovation for our largest and most impactful customers. Microsoft supports professional development and continuous learning, offering ample opportunities for growth within a global organization.

Microsoft’s cloud solutions power organizations globally, and as a member of the Azure Customer Experience team, you will play a pivotal role in ensuring these organizations get the most from their Azure deployments, driving satisfaction, reliability, and business success. This is more than just a technical role – it’s about delivering lasting, measurable impact for our customers and working together with world-class teams to constantly innovate.

Microsoft’s Commitment to Diversity and Inclusion. At Microsoft, we believe in the power of diverse perspectives and backgrounds. We foster an inclusive culture where every employee can thrive, and we work to ensure equal opportunities for all. We believe in providing accommodations to enable success for everyone. If you require assistance due to a disability, please reach out for accommodations.