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 fast‑growing Software Development Companies (SDCs) and acting as their trusted technical advocate to ensure they receive the highest‑level experience from Microsoft? Support for Mission Critical is seeking deep technical architects aligned to SDC customers who are undergoing—or anticipating—hyper‑growth 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, AI‑driven 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, outcome‑driven recommendations. This role emphasizes rapid response, customer advocacy, deep technical engagement, and the adoption of modern practices such as AI‑assisted 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, AI‑enabled capabilities, and data‑driven practices; scale proven architectures and patterns; and mentor others to elevate technical depth across the organization.
Resiliency, Reliability & Operational Excellence
Apply a reliability‑first mindset, designing and validating highly available, fault‑tolerant 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 root‑cause 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 end‑to‑end 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 AI‑assisted approaches for incident detection, triage, and remediation, reducing MTTR and escalation frequency.
AI‑Enabled Architectures & Co‑Innovation
Advise customers on designing and operating AI‑enabled and data‑driven workloads, integrating Azure AI services and platform capabilities into mission‑critical architectures.
Partner with customers and Microsoft Engineering to enable co‑innovation, applying AI to improve product reliability, operational efficiency, and customer experience.
Cross‑Team 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 decision‑makers (CTOs, product owners, engineering leaders) and Microsoft stakeholders.
Define and execute account strategies for enterprise‑scale customers experiencing hyper‑growth, 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 outcome‑based 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 level‑500 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, mission‑critical systems and to lead customer escalations effectively.
Demonstrated experience with monitoring, observability, and reliability engineering practices in large‑scale distributed systems.
Software development experience, including AI‑enabled solutions, and strong understanding of DevOps and CI/CD practices.
Exceptional communication, stakeholder management, and relationship‑building 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.