Cloud Services Engineer - CxRE
 Microsoft | |
 United States, Washington, Redmond | |
 Sep 26, 2025 | |
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OverviewThe Cloud Services Engineer - CRE plays a pivotal role in representing customer interests within engineering teams, focusing on software and offerings that deliver service and feature benefits across commercial and government sectors. The CRE is responsible for managing and leading escalations at all severities, whether initiated by customers, sales teams, partners, or arising from production issues. This role requires close collaboration with customer support, SRE teams, component teams, and direct engagement with customers to mitigate impact and drive improvements in service quality and reliability.Our primary responsibility is to resolve complex and high-impact service issues, ensuring that customer concerns are addressed swiftly and effectively. The CRE team is dedicated to implementing preventative measures, delivering operational insights, and developing robust high-quality tooling and solutions to enhance effectiveness and drive efficiency. By working closely with engineering teams, we strive to continuously enhance service reliability for increased customer confidence and 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.
ResponsibilitiesYou will respond to incidents by identifying the level of impact, troubleshooting basic issues, engaging others where appropriate to deploy the appropriate fixes, and implementing automations to ensure incident observability. You'll also follow prescriptive guidance for security, privacy, and compliance standards.You will collaborate within and across teams by proactively and systematically sharing information. You'll also support your work with others by proactively managing dependencies.You will improve the development and operations of systems, platforms, or product features by sharing insights and best practices. You'll do this by participating in design reviews, incident reviews and regular meetings.You will proactively identify and resolve people, process, or technology issues to reduce incident mitigation time and prevent future incidents.You will leverage business and service analytics to identify trends, pain points, and opportunities for service improvement.You will contribute to the design, development and implementation of tools to enhance effectiveness and drive efficiency across the incident management landscape.You will participate in on-call rotation to provide 24/7 support for critical escalations. | |