Senior Azure Customer Engineer (ACE)

Job Description

Customer Impact \& Workload Health Serve as a trusted advisor for strategic customers, ensuring their most critical workloads are resilient, well architected, and aligned with Azure best practices. Drive measurable improvements in customer health through proactive risk identification, data driven assessments, and targeted resiliency improvements. Analyze customer architectures and operational patterns to identify gaps and recommend actions that improve reliability and operational maturity. Crisis Management \& Resiliency Lifecycle Own customer engagement across the lifecycle - prevention, detection, incident response, and recovery - to improve resiliency and reduce recurrence of issues. Executive-level coordination and communication during critical customer events, driving clarity, alignment, and trust restoration. Convert incidents and escalations into durable improvements across customers and the platform. Targeted Platform \& Systemic Improvements Drive durable, repeatable improvements that address systemic issues across customers, services, and scenarios. Translate customer pain points, incidents, and operational gaps into platform-level enhancements. Influence product design, roadmap priorities, and inform engineering investments. Cross-Organizational Influence Drive alignment across engineering, product, business, and support teams to deliver end to end solutions that address customer and platform needs. Influence decision making across teams, shaping priorities, tradeoffs, and execution, while acting as a trusted advisor on feature improvements and platform enhancements. Strategy \& Execution Drive a portfolio of initiatives with multi-quarter impact, delivering measurable outcomes for customers and the platform. Translate business priorities and customer signals into clear strategies and execution plans, navigating ambiguity and unblocking complex challenges to drive progress. Bachelor's Degree in Engineering, Computer Science, Information Technology (IT), Data Analytics/Science, Artificial Intelligence (AI), or related field AND 4 years experience in technology industry, cloud, technical support, and/or customer experience engineering OR equivalent experience. 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. Master's degree in Computer Science, Engineering, Data Science/Analytics, Math, Business, or a related field AND 6 years of experience in the technology industry, cloud, product or technical program management, and/or customer experience engineering OR Bachelor's degree in Computer Science, Engineering, Data Science/Analytics, Math, Business, or related field AND 8 years of experience in the technology industry, cloud, product/technical program management, and/or customer experience engineering OR equivalent experience.