Required Qualifications:

• Bachelor's Degree in Engineering, Computer Science, Information Technology (IT), Data Analytics/Science, Artificial Intelligence (AI), or related field AND 8+ years experience in technology industry, cloud, technical support, and/or customer experience engineering
  • OR Master's Degree in Engineering, or related field AND 6+ years experience in technology industry, cloud, technical support, and/or customer experience engineering
  • OR equivalent experience
• 2+ years’ experience installing, configuring, or supporting enterprise-scale Windows 365, Azure Virtual Desktop, OR other enterprise-scale desktop virtualization and Desktop-as-a-Service environments

Preferred Qualifications:

• 6+ years' experience in client-side technical support roles with demonstrated software, Operating System (OS), hardware, and networking troubleshooting skills
• Production support experience with Windows 10, Windows 11, as well as macOS, iOS and Android operating systems. Experience supporting Mobile Device Management solutions with these platforms in production environments is highly desirable
• Broad technical awareness across the Microsoft 365 stack. Product knowledge of any of the following is helpful: Intune, Entra Identity/AAD, Windows client, Office 365, Microsoft 365, and related technologies
• Demonstrated customer obsession and experience working directly with customers and engaging at a variety of levels within their organization (IT administrators to IT leaders)

Other Requirements:
Ability to meet Microsoft, customer and/or government security screening requirements are required for this role. These requirements include but are not limited to the following specialized security screenings:

• Gather and synthesize feedback from challenging and/or strategic customers to learn ways in which they use the service and work with feature engineering teams to review architecture/design and provide feedback and guidance as it relates to customer experience, customer impact, and support delivery
• Engage directly with strategic customers to help them solve technical problems or alert them to potential issues while helping them understand the capabilities of Windows 365 and Azure Virtual Desktop so they can operationalize the support of those services
• Lead the development and delivery of training and readiness materials around upcoming features and changes to support teams including delivering telemetry, troubleshooting guides, best practices insights, and diagnostics data in a secure way to help them handle customer support cases
• Be the “bridge” between support teams and feature engineering teams. Handles complex escalations on customer issues from the support or field teams. Escalate specific customer issues to appropriate teams, seniors or managers within the team, if more assistance is needed
• Work independently across multiple teams within the organization to coordinate the team’s engagement in complex customer and support issues, driving improvements in product and process at a regional and global level