Job Description
Overview
With more than 45,000 employees and partners worldwide, the Customer Experience and Success (CE&S) organization is on a mission to empower customers to accelerate business value through differentiated customer experiences that leverage Microsoft's products and services, ignited by our people and culture. We drive cross-company alignment and execution, ensuring that we consistently exceed customers expectations in every interaction, whether in-product, digital, or human-centered. CE&S is responsible for all up services across the company, including consulting, customer success, and support across Microsoft's portfolio of solutions and products. Join CE&S and help us accelerate AI transformation for our customers and the world.
Do you have a passion for partnering with fastgrowing Software Development Companies (SDCs) and acting as their trusted technical advocate to ensure they receive the highestlevel experience from Microsoft Support for Mission Critical is seeking deep technical architects aligned to SDC customers who are undergoingor anticipatinghypergrowth and increasing operational complexity.
In this role, you will have visibility across Microsoft to help customers achieve maximum value not only from Azure, but across the broader Microsoft ecosystem, including AI, Security, M365, and Data platforms. Target customers operate at enterprise scale and require advanced capabilities in resiliency, AIdriven systems, observability, workload expansion, and operational excellence.
You will guide customers toward enhanced reliability, security, performance, capacity, and intelligent operations, correlating customer signals, telemetry, and platform events into actionable, outcomedriven recommendations. This role emphasizes rapid response, customer advocacy, deep technical engagement, and the adoption of modern practices such as AIassisted operations, proactive monitoring, and resilience engineering.
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.
Responsibilities
Customer Advocacy & Technical Leadership
Actively listen and empathize with customers to anticipate their technical and business needs, advocate for them within Microsoft, and measure success through customer satisfaction, system reliability, and operational excellence.
Serve as a senior technical leader, driving vision for customers and internal teams; pilot new operating models, AIenabled capabilities, and datadriven practices; scale proven architectures and patterns; and mentor others to elevate technical depth across the organization.
Resiliency, Reliability & Operational Excellence
Apply a reliabilityfirst mindset, designing and validating highly available, faulttolerant systems through proactive testing, failure simulations, chaos engineering, and resilience reviews.
Guide customers in defining and achieving SLOs, SLIs, and error budgets, with clear accountability and measurable outcomes.
Drive continuous improvement by going beyond traditional rootcause analysis to understand systemic, architectural, and organizational contributors to incidents.
Monitoring, Observability & Intelligent Operations
Lead adoption of modern monitoring and observability practices, including distributed tracing, metrics, logs, and endtoend service health visibility across complex, distributed systems.
Correlate telemetry, customer signals, and platform events to produce actionable insights, risk identification, and proactive recommendations.
Promote automation and AIassisted approaches for incident detection, triage, and remediation, reducing MTTR and escalation frequency.
AIEnabled Architectures & CoInnovation
Advise customers on designing and operating AIenabled and datadriven workloads, integrating Azure AI services and platform capabilities into missioncritical architectures.
Partner with customers and Microsoft Engineering to enable coinnovation, applying AI to improve product reliability, operational efficiency, and customer experience.
CrossTeam Collaboration & Executive Engagement
Build strong bridges across Microsoft, working seamlessly with Engineering, Customer Success, Sales, and Support teams to align technical strategy with business outcomes.
Communicate complex technical concepts in clear, actionable terms, fostering trusted relationships with customer senior decisionmakers (CTOs, product owners, engineering leaders) and Microsoft stakeholders.
Define and execute account strategies for enterprisescale customers experiencing hypergrowth, aligning priorities with organizational KPIs.
Outcome Measurement & Impact
Measure and demonstrate success through resiliency targets, observability maturity, AI adoption, escalation prevention, customer satisfaction, impact avoidance, and business outcomes.
Highlight outcomebased results that clearly differentiate the value delivered by the team.
Qualifications
Required Qualifications:
Bachelor's Degree in Computer Science, Information Technology, Engineering, Business, Liberal Arts, or related field AND 7+ years experience in cloud/infrastructure technologies, information technology (IT) consulting/support, systems administration, network operations, software development/support, technology solutions, practice development, architecture, and/or consulting OR equivalent experience.
Preferred/Additional Qualifications
Bachelor's degree in Computer Science, Engineering, IT, or a related field.
Deep proficiency in cloud, software, ISV, or consulting ecosystems.
Strong technical depth, including level500 expertise in at least one Azure domain, with broad familiarity across the Azure platform.
Experience with AI services and the Microsoft ecosystem, including Security, M365, Data, and AI platforms.
Proven ability to design, operate, and troubleshoot complex, highly available, missioncritical systems and to lead customer escalations effectively.
Demonstrated experience with monitoring, observability, and reliability engineering practices in largescale distributed systems.
Software development experience, including AIenabled solutions, and strong understanding of DevOps and CI/CD practices.
Exceptional communication, stakeholder management, and relationshipbuilding skills.
Advanced degree and/or certifications such as PMP, SRE, or equivalent are a plus.
Experience launching products, platforms, or support offers at enterprise scale.
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.
