Azure ACE Engineer II
Locations: Multiple locations, India
Work from home: Up to 50%
Posted: June 4, 2025
Role Type: Individual Contributor
Employment Type: Full-Time
Profession: Program Management
Discipline: Customer Experience Engineering
Overview:
Join the ACES Strategic team (Advanced Cloud Engineering & Supportability) within Azure CXP, focused on strategic Azure customers.
Act as customer-obsessed problem solvers driving deep engagements in incident, problem management, support, resiliency, and customer empowerment.
Represent customers and amplify their voice within Azure Engineering aligned with Azure’s quality vision.
Innovate and scale learning across the customer base.
Foster diversity and inclusion in work culture and customer enablement.
Empower team members to work authentically, flexibly, and achieve career goals.
Ensure customers’ business and reputation stake is secure on Microsoft Cloud by delivering high standards of quality and reliability.
Be passionate about solving complex technical problems and enhancing customer experience through innovation.
Work in partnership with Customer Success Account Managers, Cloud Solution Architects, Technical Support Engineers, and Azure Engineering to deliver world-class support.
Qualifications:
Required:
Bachelor’s degree in Engineering, Computer Science, or related field.
8+ years of experience in software or related technology industry.
6+ years supporting and troubleshooting enterprise, mission-critical applications with cross-functional collaboration.
4+ years in customer/client-facing roles.
4+ years working on cloud computing technologies.
Experience being on-call.
Technical Skills:
Hands-on experience in one or more of the following cloud tech areas:
Core IaaS: Compute, Storage, Networking, High AvailabilityData Platform & Big Data: SQL Server, Azure SQL DB, HDInsight, Hadoop, Machine Learning, Azure Stream Analytics, Azure Data Factory, DatabricksAzure PaaS Services: Redis Cache, Service Bus, Event Hub, Cloud Service, IoT Suite, Mobile AppsExperience with monitoring tools: Azure Monitor, Log Analytics, Resource Graph, Azure Alerts, Network Watcher, Grafana, Ambari, Prometheus, Datadog, Confluent, etc.
Experience deploying, configuring, and operating enterprise monitoring solutions.
Experience in automation languages such as PowerShell, Python, C#, or open source tools.
Strong communication skills to empathize with customers, explain technical issues, prioritize customer needs, and advocate effectively.
Soft Skills:
Customer obsession with passion for delivering great customer experience.
Growth mindset with openness to learn new skills in a fast-paced environment.
Ability to meet Microsoft and government security screening requirements (including periodic background checks).
Responsibilities:
Track customer incidents with minimal oversight and engage with strategic customers to understand and troubleshoot issues.
Communicate progress and next steps clearly to customers, focusing on reducing mitigation time for critical incidents.
Use engineering/support tools, telemetry, and customer input to detect issues in products or customer usage.
Share best practices and help customers stay current with content and solutions.
Identify and leverage development opportunities like mentorships, shadowing, and training to improve technical skills.
Serve as a connecting point between product teams and customers throughout the engagement lifecycle.
Understand customer business and availability needs and offer proactive guidance on Azure configurations and deployments.
Handle critical escalations and conduct impact analyses to provide technical answers and serve as escalation resource.
Conduct root cause analysis and translate findings into improvement opportunities, driving repair items.
Act as the voice of customers by channeling product feedback to product groups.
Identify customer usage patterns and drive resolutions for recurring issues.
Partner with teams (program managers, engineers, product teams, support) to prioritize and resolve critical customer issues.
Collaborate with stakeholders to support solution delivery and issue resolution for strategic customers.
Embody Microsoft’s culture and values: respect, integrity, accountability, inclusion, innovation, and collaboration.
Flexible work arrangement allowing up to 50% work from home.
Benefits:
Industry-leading healthcare, educational resources, product discounts, savings and investments, maternity/paternity leave, generous time off, giving programs, networking opportunities, and more (varies by employment nature and location).
