Microsoft · 12 hours ago
Service Engineer II
United States
Full-time
Remote
Mid, Senior Level
$101K/yr - $199K/yr
2+ years expMicrosoft is seeking a Customer Communications Manager to join their Engineering Operations team, focusing on enhancing customer reliability and communication during high-severity incidents. This role involves authoring customer-facing communications, collaborating with technical teams, and improving incident management strategies to ensure transparency and customer trust.
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 in Computer Science, Information Technology, Mechanical Engineering, Electrical Engineering, Aerospace Engineering, Data Science, Cybersecurity, or related field AND 2+ years technical experience in software engineering, network engineering, service engineering, systems engineering, or industrial controls + OR equivalent experience
Ability to meet Microsoft, customer and/or government security screening requirements are required for this role
Microsoft Cloud Background Check: This position will be required to pass the Microsoft Cloud background check upon hire/transfer and every two years thereafter
Preferred
2-4+ years of experience in cloud operations, technical communications, incident response, or SRE roles in platforms like Azure, AWS, or GCP
Must have enterprise in a 24×7×365 enterprise environment
Exceptional written communication skills—able to distill complex technical topics into clear, concise, and customer-appropriate language under pressure
Strong cross-team collaboration skills—able to align stakeholders and drive messaging consensus across Engineering, Comms, Support, and Field
Demonstrated ability to make quick decisions and prioritize customer needs during ambiguity and chaos
Understanding of incident management frameworks (e.g., ITIL) and customer communication strategies during high-impact events
Strategic thinking and a customer-first mindset; able to advocate for improvements in platform transparency and experience
Excellent problem-solving, judgment, and decision-making skills
BS/BA in Communications, History, English, Engineering, Computer Science, or equivalent experience
Some familiarity with service health platforms and tooling for communicating incident status at scale (e.g., Azure Service Health, SHP, ICET, Status Page)
5+ years experience managing or leading customer communications for high-severity incidents or outages
Prior experience as an Incident Commander, Crisis Comms Manager, or Live Site Engineering lead
Familiarity with cloud resiliency patterns, failover models, and recovery scenarios
Experience with AI/ML-based tooling for incident detection, log correlation, or predictive alerting is a plus
Certifications in cloud technologies (Azure, AWS, GCP), ITIL, or SRE frameworks are desirable
Company
Microsoft
Microsoft is a software corporation that develops, manufactures, licenses, supports, and sells a range of software products and services.
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
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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
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