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Microsoft has an exciting opportunity for a Senior Advanced Cloud Engineer (ACE) in the Cloud+AI Silver Team. Our team provides customer support for Power Platform and Dynamics 365 products to strategic US Government Customers. In this role, you will be surrounded by people who are passionate about cloud computing and understand that excellent support is essential to customer success!

The Cloud+AI Silver ACE org’s mission is to improve customer retention and adoption, through deep understanding of their technical solutions, business needs and goals. We are looking for a customer-obsessed ACE to help us strengthen the customer support experience and drive the next leap in innovation, adoption, and usage of Microsoft Dynamics 365 and Microsoft Power Platform products with our strategic customers. In this role, you will have the opportunity to work with customers, their field representatives and product engineers who enable a broad set of Azure services to be consumed by highly secure and regulated industries.

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

We are seeking engineers that enjoy solving complex problems and working with unique and special customers, to improve the customer experience of Microsoft cloud products and services. You will:

• Own and manage the support relationship with a set of strategic US Government customers, creating extraordinary experiences, driving increased adoption and customer satisfaction. Partner with Customer Support, Service Engineering, Product Engineering, and field teams to ensure a smooth experience when our customers need us the most.

• When appropriate, provide customer support directly to strategic Government Cloud customers and facilitate solving critical and complex technical issues as part of a 24x7x365 support delivery team.

• Applytroubleshooting skills, debugging tools, and examines logs, telemetry, and other methods to verify assumptions and customer impact. Proactively and reactively address findings with customer and/or service engineeringefficiently via written and verbal communications.

• Influence product design and feature changes, as a customer advocate within Product Engineering. Relentlessly champion and advocate for our customers, in representing their issues to engineering teams and being a change agent to develop innovative ways to address their issues.

• This role will r equire on-call rotations : Ability to work on-call rotations. On-call will requireresponding to support requests after normal business hours to include the weekends and/or holidays in a designated Microsoft office. 

• Embody our culture and values .

Qualifications

Minimum/Required Qualifications:

• Bachelor's Degree in Engineering, Computer Science, or related field AND 4+ years experience in software industry experience related to technology

• OR equivalent experience.

Other Requirements:

Security Clearance Requirements: Candidates must be able to meet Microsoft, customer and/or government security screening requirements are required for this role. These requirements include, but are not limited to the following specialized security screenings:

• The successful candidate must have an active U.S. Government Top Secret Clearance with access to Sensitive Compartmented Information (SCI) based on a Single Scope Background Investigation (SSBI) with Polygraph. Ability to meet Microsoft, customer and/or government security screening requirements are required for this role. Failure to maintain or obtain the appropriate U.S. Government clearance and/or customer screening requirements may result in employment action up to and including termination.

• Clearance Verification : This position requires successful verification of the stated security clearance to meet federal government customer requirements. You will be asked to provide clearance verification information prior to an offer of employment.

• Criminal Justice Information Services : This position requires passing a background check conducted through the CJIS criminal justice information system by authorized local, state, and/or federal agencies and across multiple states. This role requires candidates to maintain CJIS screening eligibility.

• DoD IT2 adjudication : This position requires passing a detailed background and criminal history investigation and adjudication by a U.S. Federal government agency and coordinated by the Microsoft Security office. This adjudication is part of an Office of Personnel Management (OPM) level 3 background check.

• Microsoft Cloud Background Check : This position will be required to pass the Microsoft Cloud background check upon hire/transfer and every two years thereafter.

• Citizenship & Citizenship Verification: This position requires verification of U.S. citizenship due to citizenship-based legal restrictions. Specifically, this position supports United States federal, state, and/or local United States government agency customer and is subject to certain citizenship-based restrictions where required or permitted by applicable law. To meet this legal requirement, citizenship will be verified via a valid passport, or other approved documents, or verified US government Clearance

Preferred/Additional Qualifications:

• Understanding of and demonstrated hands-on experience with Power Platform services (Power Automate, Power Apps, Power Pages, CoPilot Studio) and/or Dynamics 365 Customer Engagement (CE) Apps.

• Demonstrated experience in managing customers, their expectations and driving initiatives across one or more internal programs.

• Experience working with customers with the ability to explain highly technical issues to varied audiences. Able to prioritize and advocate for a customers’ need to the proper channels and able to take ownership of issues and work toward a resolution.

• Ability to build and influence broadly towards common goals and priorities.  

• Ownership, accountability and self-driveto work and deliver impact on end-to-end projectsthat require solid project management skills.

Customer Experience Engineering IC4 - The typical base pay range for this role across the U.S. is USD $112,000 - $218,400 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 $145,800 - $238,600 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

Microsoft is an equal opportunity employer. Consistent with applicable law, 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 and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations (https://careers.microsoft.com/v2/global/en/accessibility.html) .