Build a framework where the team not only works closely with Azure engineering on complex issues but also invests in engineering practices such as daily scrums and triage to deeply understand platform gaps from customer insights and incident signals. Collaborate with Azure engineering teams using a prioritized set of opportunities to eliminate top issues impacting customer experience and improve Azure quality and security - driving platform fixes, ensuring engineering‑quality investigations and diagnostics, delivering high‑fidelity RCAs, and owning data‑driven insights from support signals. Collaborate effectively with partners to synthesize feedback from challenging and strategic customers, identifying and proactively resolving product gaps, misconfigurations, and KPI‑impacting issues. Facilitate discussions with engineering and product stakeholders on product strategy and roadmaps, interpreting customer scenarios and driving resolution of issues and concerns. Provide recommendations for large‑scale automation and new features or tools to improve product reliability and scale. Attract and build a diverse, high‑performing team with the capabilities needed to meet current and future business objectives. Balance developing existing employees with hiring new internal and external talent. Create an inclusive environment where every employee feels empowered and engaged. Provide ongoing feedback that supports performance improvement and fosters a positive, morale‑boosting culture. Foster seamless cross‑geo engineering collaboration to ensure uninterrupted 24x7 support and shared ownership. Establish and execute a readiness framework ensuring Azure Customer Engineers stay current with rapidly evolving technologies and drive systematic upskilling of the team's technical depth and breadth, including the development of ACE Technical Subject Matter Expertise. Leverage resources to help employees develop skills and support their career interests. Remove barriers to agility to enable the team to shift priorities quickly without losing productivity. Bachelor's degree in engineering, Computer Science, Information Technology, Data Analytics/Science, Artificial Intelligence, or related field, AND at least 12 years of experience in the technology industry, cloud, technical support, and/or customer experience engineering; OR equivalent experience. 5+ years of experience managing and leading highly technical, customer‑facing teams in a fast‑paced environment. Hands‑on experience with cloud technologies; Azure experience preferred. Strong communication skills and executive presence, with the ability to engage confidently with CxO and BDM audiences. Exceptional interpersonal, verbal, written, and presentation skills required. Knowledge of modern engineering practices such as Agile, Lean, DevOps, etc. and modern cloud competencies (distributed systems, observability, compute/storage/network, containerization, identity, etc.) Strong passion and focus on delivering the right customer experience and value. Demonstrated ability to build a deep relationship with internal teams and customers. Proven ability to recruit and develop global teams that are diverse and inclusive Ability to debug complex distributed system issues and guide engineers toward root cause using logs/traces/diagnostics”) Ability to innovate and drive change for growth, value and efficiency
