Principal Azure Customer Engineer (ACE) Manager

Quick Facts

• Role: Principal Azure Customer Engineer (ACE) Manager

Description

The Principal Azure Customer Engineer (ACE) Manager leads end-to-end engineering support delivery for a portfolio of strategic Azure customers and serves as the primary leadership point for accountability and escalation. The role drives customer satisfaction through a “player-coach” model, with 50% engagement on complex customer issues and 50% managing and coaching Azure Cloud Engineers. You will build and improve support operations, standards, and tooling adoption across Azure.

Responsibilities

• Lead a customer-obsessed support delivery team supporting top Azure customers and resolving critical, complex technical issues in a 24x7x365 environment
• Create a team culture focused on customer obsession, proactive issue prediction, and delighting customers
• Partner with Azure engineering teams to improve platform gap understanding using practices such as daily scrum and triage
• Establish standards and best practices to simplify and optimize support capabilities across Azure service teams
• Drive innovation in automating customer solutions and improve Azure support tooling and diagnostics through integration with Cloud Engineering System
• Ensure support readiness via onboarding frameworks and continuous learning on latest technologies
• Hire, onboard, develop, coach, mentor, and evaluate Azure Customer Engineers; set a clear excellence bar and grow a diverse, inclusive high-performing team
• Provide ongoing feedback and remove barriers to agility to shift priorities quickly without losing productivity

Benefits

• Certain roles may be eligible for benefits and other compensation; pay ranges vary by location