Microsoft · 13 hours ago
Service Engineer
Redmond, WA
Full-time
Onsite
Mid Level
$84K/yr - $165K/yrMicrosoft is a global leader in technology and cloud solutions, seeking a Customer Communications Manager in their Engineering Operations team. This role focuses on managing customer communications during high-severity incidents, ensuring transparency and clarity while advocating for customer interests.
Agentic AIApplication Performance ManagementArtificial Intelligence (AI)Business DevelopmentDevOpsInformation ServicesInformation TechnologyManagement Information SystemsNetwork SecuritySoftware
Responsibilities
Serve as the primary author and approver of customer-facing communications during service incidents (SEV0/SEV1/SEV2), coordinating across Engineering, Support, PM, and Field
Ensure every message to customers reflects transparency, empathy, and actionability, even in high-pressure and fast-moving environments
Actively partner with Incident Commanders to stay synchronized on technical developments and customer impact during live-site events
Review telemetry, support signals, and field input to guide communication strategy and tailor messaging to affected audiences
Participate in the on-call rotation as a Customer Communications Lead, contributing to a 24/7 response model
Contribute to Post-Incident Reviews (PIRs) by documenting impact, customer experience themes, and communication effectiveness
Work with tooling and platform teams to enhance the automation and targeting of service notifications, especially in Azure Service Health
Champion communication best practices, including ETA consistency, mitigation clarity, and consistent updates throughout the incident lifecycle
Help build communication playbooks and scalable frameworks for maintenance and retirement events
Partner with product, support, and engineering teams to identify improvements in customer readiness and self-serve guidance
Qualification
Required
Bachelor's Degree or Trade Certification in Computer Science, Information Technology, Mechanical Engineering, Electrical Engineering, Aerospace Engineering, Data Science, Cybersecurity, or related field OR equivalent experience
Preferred
Experience in cloud operations, technical communications, incident response, or SRE roles in platforms like Azure, AWS, or GCP
Experience in a 24×7×365 enterprise environment
Understanding of incident management frameworks (e.g., ITIL) and customer communication strategies during high-impact events
Experience with service health platforms and tooling for communicating incident status at scale (e.g., Azure Service Health, SHP, ICET, Status Page)
Experience as an Incident Commander, Crisis Comms Manager, or Live Site Engineering lead
Familiarity with cloud resiliency patterns, failover models, and recovery scenarios
Company
Microsoft
Microsoft is a software corporation that develops, manufactures, licenses, supports, and sells a range of software products and services.
Founded in 1975
10001+ employees
H1B Sponsorship
Microsoft has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (9192)
2024 (9343)
2023 (7677)
2022 (11403)
2021 (7210)
2020 (7852)
Funding
Current Stage
Public CompanyTotal Funding
$1MKey Investors
Technology Venture Investors
2022-12-09Post Ipo Equity
1986-03-13IPO
1981-09-01Series Unknown· $1M
Leadership Team
Satya Nadella
Chairman and CEO
Vukani Mngxati
Chief Executive Officer - Microsft South Africa
Recent News
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2026-01-06
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