Overview
We are looking for an experienced and passionate engineering leader to build, lead, and develop a team of M365 Advanced Cloud Engineers ACE responsible for delivering proactive and reactive technical support services to Microsoft's most strategic customers. This is a unique opportunity to lead a customer-aligned engineering team focused on building trusted relationships, driving deep engineering engagement, and accelerating the value customers realize from Microsoft 365 services.
We have recently launched an exciting new Mission Critical Services for Microsoft 365 offering, and you will play a pivotal leadership role in shaping its success. You will lead a team responsible for managing critical and complex customer escalations, delivering proactive service insights and early awareness of product changes, and acting as trusted customer advocates. You will establish strong partnerships across Microsoft Product Engineering, ensuring customer feedback and operational insights influence product improvements, service reliability, and future investments.
This role combines people leadership, customer obsession, technical depth, and operational excellence. You will be responsible for developing a high-performing engineering team, establishing consistent and scalable customer engagement practices, driving accountability for customer outcomes, and ensuring effective incident and change-management experiences. You will also work closely with engineering leaders to remove barriers, improve supportability, and deliver measurable improvements in the overall Microsoft 365 customer experience.
With a strong focus on Copilot success, core Microsoft 365 services, and evolving engineering-led support models, you will help define how we deliver world-class technical engagement to our most important customers. As a leader, you will coach and grow engineering talent, foster a culture of continuous learning and innovation, and empower your team to navigate increasingly complex customer environments as organizations transform through AI. As a leader on the team, you will also play the role of sponsor to key customer accounts.
This is an amazing opportunity to join us early in the lifecycle of a new offering, help shape its direction, build a strong engineering team, and influence the future of the Microsoft 365 platform experience at global scale. If you are passionate about developing people, solving complex technical challenges, and delivering exceptional customer experiences through engineering excellence, we would love to have you join our team.
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.
