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Senior Advanced Cloud Engineer - CTJ - Poly

Microsoft· Customer Experience Engineering
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Full-timePosted 2w ago

About the role

Senior ACE within Microsoft Specialized Clouds (MSC) ACE team delivering support for Azure, M365, Security, and Identity services to strategic U.S. Government customers. On-site role partnering with product engineering to unblock customers, reproduce issues, provide prescriptive guidance, validate fixes, and influence long-term improvements. Focus on enhancing customer support experience, driving rapid issue mitigation, and strengthening leadership in a mission-driven domain.

Responsibilities

  • Gathers feedback from customers and partners to identify feature gaps, misconfigurations, metrics, and KPIs; shares content via multiple forums; identifies content improvements or troubleshooting guides; helps implement automation of complex solutions.
  • Identifies developmental opportunities across product areas and business processes to grow technical intensity and skilling to resolve customer issues.
  • Conducts health checks of customer environments; guides customers on updates and releases with minimal guidance; serves as a connection point between engineering and customer representatives; conducts feature reviews to identify gaps; designs configurations and deployments with managerial support; engages with customers to align deployment with business needs.
  • Escalates customer issues to appropriate teams; communicates progress to stakeholders; handles escalations with supervision and escalates to seniors/managers as needed; performs root-cause analysis and follows up with customers.
  • Collaborates with product and business groups to understand customer usage, identify gaps, and provide VOCs to inform product improvements; acts as a voice of customers with minimal supervision.
  • Partners with cross-functional teams to review and unblock incidents; informs stakeholders on progression; builds partnerships to update troubleshooting resources; resolves customer issues with minimal guidance.
  • Embodies Microsoft culture and values.

Qualifications

  • 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.

Skills

Required:Bachelor’s degree requirement
Last updated Oct 9, 2026. Interested? Apply on the company site.

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