Jobs via Dice ยท 1 day ago
Service Engineer
Redmond, WA
Full-time
Onsite
Mid Level
$84K/yr - $165K/yrJobs via Dice is seeking a Customer Communications Manager to join their Engineering Operations team at Microsoft. This role involves serving as the customer's voice during high-severity incidents, ensuring clear and timely communications while collaborating with various stakeholders.
Computer Software
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 Google Cloud Platform
Experience in a 247365 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
Jobs via Dice
Welcome to Jobs via Dice, the go-to destination for discovering the tech jobs you want.
0-1 employees
Funding
Current Stage
Early StageCompany data provided by crunchbase