Senior ACE Engineer

Senior ACE Engineer | Microsoft Careers Skip to main content Microsoft Careers Careers Careers Search Search jobs Sign in Single PositionView All JobsSenior ACE EngineerUnited States, Texas, DallasApply nowAdd to cartFind out how well you match with this jobUpload your resumeJob descriptionCompany and benefitsJob number200042948Date postedJul 08, 2026Work site3 days / week in-officeTravelLess than 25%ProfessionProgram ManagementDisciplineCustomer Experience EngineeringRole typeIndividual ContributorEmployment typeFull-TimeOverviewThe world of business is undergoing a significant change with the next digital revolution, the move to the cloud and adoption of AI. M365 is at the forefront of this revolution with an ever-expanding array of services and offerings such as Microsoft Teams, Copilot and more. The CE3 M365 Advanced Cloud Engineering Team (ACE) team is the leading Engineering touch point with our Strategic Customers for the M365 Platform. We are a diverse global team of highly motivated, talented and customer obsessed Service engineers who love the balance of engineering and customer disciplines. We are constantly pushing ourselves to learn about the latest in collaborative technologies while solving deep engineering challenges on global complex systems where SaaS platforms are deployed in complex customer environments.  Working together as a team to innovate on the customer experience is something that we are collectively passionate about. As a Senior ACE Engineer you will be responsible for working with strategic customers to ensure they realize value and succeed with all M365 products, including adoption of new ones such as Copilot. You will be developing a lasting and trusted relationship with key platform stakeholders, understanding their technology setup, their business needs and their plans for adoption and use of the M365 platform. You will redefine the support experience by working with our support partners to ensure your customer gets an amazing engineering support experience first time, every time. The ACE will be accountable to show the value of the Mission Critical Service offer to facilitate successful renewal of their purchased services.You will also be the voice of the customer and have a strong connection with M365 service teams, to identify recurring issues and feature requests to drive product improvements. You will work with M365 Product Management & software engineering teams to provide direct and specific feedback from your customer on defects, issues and requested design changes and you will work with customer account teams to drive customer satisfaction. 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.ResponsibilitiesBe responsible for the customer’s support experience with M365 working closely with engineeringAct as a Subject Matter Expert on at least one core workload (SharePoint, Microsoft Copilot, Exchange(Preferred), Microsoft Teams,) to assist a broad set of customers. SupportM365 customers via a multiple of modalities in a 24x7x365 global support delivery team. Ability to go technically deep across M365 services and actively seek solutions to customer needs and communicate trends to leadership.Improve internal efficiency and customer happiness by finding opportunities to optimize existing processes and tools.Build a close working relationship with other engineering teams related to assigned service areas (ie, Messaging, Collaboration, Platform Admin), to leverage in case of escalations, as well as to drive product improvements.Lead and contribute your ideas and...