Customer Experience Engineering Manager

Requirements

• Bachelor's Degree in Engineering, Computer Science, Information Technology, Data Analytics/Science, Artificial Intelligence, or related field AND 6+ years experience in technology industry, cloud, technical support, and/or customer experience engineering OR equivalent experience
• 1+ year(s) of customer facing experience
• 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
• Fluent communication skills and executive presence, with the ability to engage confidently with CxO and BDM audiences

Nice to Haves

• Knowledge of modern engineering practices such as Agile, Lean, DevOps, etc. and modern cloud competencies (distributed systems, observability, compute/storage/network, containerization, identity, etc.)
• Passion and focus on delivering the right customer experience and value
• 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

What You'll Be Doing

• Lead a high-performing team that supports top Azure customers and resolves critical, complex technical issues in a 24x7x365 environment
• Hire, onboard, develop, coach, mentor, and evaluate Azure Customer Engineers
• Build a framework where the team works closely with Azure engineering on complex issues and invests in engineering practices
• Attract and build a diverse, high-performing team with the capabilities needed to meet current and future business objectives
• Oversee increasingly complex customer issues and incidents, ensuring they are expedited and investigated using engineering-quality diagnostics

Perks and Benefits

• Customer Experience Engineering M5 - The typical base pay range for this role across United Kingdom is £93,500.00 - £161,800.00 per year
• Certain roles may be eligible for benefits and other compensation
• Opportunity for continuous learning and professional development
• Equal opportunity employer with a culture of inclusion and empowerment
• Microsoft Cloud Background Check required for security screening