Principal Customer Engineering Manager

Principal Customer Experience Engineering Manager

Every minute of every day, customers stake their entire business and reputation on the Microsoft Cloud. The Azure Customer Experience (CXP) team believes that when we meet our high standards for quality and reliability, our customers win. If we falter, our customers fail their end-customers. Our vision is to turn Microsoft Cloud customers into fans.

We are a customer obsessed with problem-solvers. We orchestrate deep engagements in areas like incident management, support, and enablement. We analyze and amplify those customer voices, both within our own team, and across the Cloud + AI team, bringing the customer connection to the Quality vision for Azure. We innovate ways to scale what we learn across our customer base. Diversity and inclusion are central to who we are, how we work, and what we enable our customers to achieve. We know that empowering our customers starts with empowering our team to show up authentically, work in ways that are best for them, and achieve their career goals.

Microsoft Azure provides customers with on-demand and infinitely scalable infrastructure and platform for customers to build, host, and scale service applications on the Internet through Microsoft's global data centers. If you are interested in a start-up-like environment, enthusiastic about cloud computing technology and driving growth in one of Microsoft's core businesses, then look no further than the Azure Customer Experience Team! The Azure CXP (Customer Experience) team is the product and platform engineering, service delivery, onboarding, and customer success unit in Azure engineering, responsible for deploying and managing customers' mission-critical workloads; providing complete customer care through in-product experiences and platforms and strategic customer support delivery; identifying product opportunities and gaps and then driving innovations and improvements into the product.

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

This role is ideal for someone who has experience in managing and building dev-ops or support teams along with expertise in deploying or supporting cloud services in their previous roles with a deep knowledge of the usage patterns for these services.

Qualifications:

Required/Minimum Qualifications

• Bachelor's Degree in Engineering, Computer Science, or related field AND 6+ years experience in software industry experience related to technology

o OR equivalent experience.

• 5 years of experience working on Azure infrastructure(compute network, storage), Azure data
• 4+ years of experience working as a people manager
• 1+ year of experience working on AI technology

Additional or Preferred Qualifications

• Bachelor's Degree in Engineering, Computer Science, or related field AND 12+ years software industry experience related to technology OR Master's Degree in Engineering, or related field AND 8+ years software industry experience related to technology

o OR equivalent experience.

• 5+ years customer facing experience.
• 5+ years people management experience.

Customer Experience Engineering M5 - The typical base pay range for this role across the U.S. is USD $133,600 - $256,800 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 $173,200 - $282,200 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

#AzCxp

Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request via the Accommodation request form .

Benefits/perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work.

Responsibilities:

Lead a Customer Obsessed Engineering Led, Support Delivery Team:

• Lead a high-performing team that will support our key Azure customers in partnership with support and engineering teams to resolve critical and complex technical issues in a 24x7x365 environment.
• Enable a customer obsessed environment where team members can relentlessly champion and advocate for our customers in representing their issues to engineering teams and be a change agent to develop innovative ways to resolve their issues.
• Build a team culture that thrives on customer obsession, where team members go above and beyond their immediate issue at hand to delight the customers and can predict and resolve the next issue before the customer reports it.
• Managers deliver success through empowerment and accountability by modeling, coaching, and caring.
• Foster an environment where Customer Engineers are onboard with the right balance of technical depth and breadth, so they can support a broad range of complex scenarios.
• Establish a readiness framework where Customer Engineers are abreast of the latest technologies in a constantly changing environment through active triaging of cases as well as end-to-end case ownership.

Continual Engineering Improvement:

• Build a framework where the team not only works closely with Azure engineering teams to support customers with their complex issues but invests in engineering practices such as daily standup and triage meetings to deeply understand platform gaps based on feedback and insights gained while supporting them. And then collaborate with engineering teams across Azure based on a prioritize list of product improvement opportunities to eliminate top issues impacting customer experience.
• Create standards and best practices that simplify and optimize support capabilities, and drive adoption across multiple service teams across Azure, as well as to our broader Azure support delivery teams.
• Create an environment that fosters innovative approaches to automating customer solutions. Establish tight integration with Cloud Engineering to continually improve Azure support tooling and diagnostics capabilities.

Culture and Leadership at Scale

• Attract and build a diverse, high-performing team with capabilities needed to achieve current and future business objectives. Balance the development of existing employees while bringing in new and diverse external and internal talent.
• Create an inclusive work environment where every employee can effectively engage and wants to be part of the team. Provide ongoing feedback that helps direct reports improve their performance. Promote a positive environment across the organization by modeling behavior that promotes good morale.
• Identify and develop technical and soft skills needed to deliver outstanding support and solutions to our customers. Leverage resources to help employees develop skills and support their career interests.
• Remove barriers to agility to enable the team to shift priorities quickly without losing customer focus and efficiency.
• Champions Diversity and Inclusion (D&I) plan, inclusion throughout talent process, and diversity-recruiting strategy. Drives change and cultural transformation within area of accountability as a coach, mentor, or program leader. Inspires managers and individuals in the organization and fosters a culture of customer-centricity, accountability, collaboration and achieving big bold goals. Embody our culture and values