With more than 45,000 employees and partners worldwide, the Customer Experience and Success (CE&S) organization is on a mission to empower customers to accelerate business value through differentiated customer experiences that leverage Microsoft’s products and services, ignited by our people and culture. We drive cross-company alignment and execution, ensuring that we consistently exceed customers’ expectations in every interaction, whether in-product, digital, or human-centered. CE&S is responsible for all up services across the company, including consulting, customer success, and support across Microsoft’s portfolio of solutions and products. Join CE&S and help us accelerate AI transformation for our customers and the world.Within CE&S, the Customer Service & Support (CSS) organization builds trust and confidence for every person and organization through delivering a seamless support experience. In CSS, we are powered by Microsoft’s AI technology to help consumers, businesses, partners, and more, resolve their issues quickly and securely, helping prevent future problems from occurring and achieving more from their Microsoft investment.We are looking for an individual who is a service delivery focused subject matter expert. You will be responsible for frontline engineer or delivery partner support staff technical readiness and process compliance. You will provide in-depth technical & subject matter expertise for one or more products, services, or scenarios all while driving delivery excellence in a collaborative environment to achieve superior customer outcomes. Your primary accountability is to the support staff and managers on the teams you work with. This opportunity enables and promotes career growth as a recognized technical SME.This role is flexible in that you can work up to 50% from home.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.
Responsibilities
- Team Readiness & Development: You will ensure timely case resolution by driving engineer readiness based on skills-gap analysis and product needs.
- Case Management (Delivery Excellence): You will perform case reviews and customer wellness checks; ensure process compliance and progression of cases to help solve increasingly complex technical issues.
- Managing Collaborative Activities: Mentor engineers to be more effective collaborators (cross-team and cross-technologies/lines of business).
- Supportability Activities: You will contribute to customer self-help and volume deflection initiatives through activities like input on top pain areas and producing troubleshooting guides/readiness content to help with volume deflection.
- Process Improvement: Collaborate with stakeholder teams to provide product and process improvement feedback.
Qualifications
Required Qualifications:
- 4+ years in system development, network operations, software support, IT, consulting or technical troubleshooting experience
- OR Bachelor's degree in Information Technology (IT), Computer Science, Business Administration, Electrical Engineering, or Business Leadership AND 3+ years in system development, network operations, software support, IT, consulting or technical troubleshooting experience.
- 3+ years of prior product, customer support and/or technical support experience
- OR equivalent experience
Language QualificationEnglish Language: fluent in reading, writing and speaking.
Preferred Qualifications
Minimum 8-10 years of industry experience in Customer Support.
Minimum 4 Years'' Experience In Handling Azure AD Escalations.
Have experience in managing high pressure situations.Technical ExpertiseDeep Subject Matter Knowledge –Troubleshooting and Diagnostic Skills – Ability to analyze, isolate, and resolve complex technical issues quickly.In-depth Knowledge of Microsoft Identity Stack - Strong proficiency in core technologies Microsoft Azure AD, Entra ID, IdentityAzure Active Directory (AAD), Microsoft Entra ID, Conditional Access, MFA, B2B/B2C, SSPR, SSO.Integration with on-premises AD, AD Connect, ADFS, Hybrid Identity.Authentication Protocols & StandardsStrong understanding of SAML, OAuth 2.0, OpenID Connect, WS-Fed, Kerberos, NTLM, and token lifecycles.Troubleshooting & Diagnostic MasteryAdvanced debugging using tools like Fiddler, SAML Trace, Network Monitor, Wireshark, and browser developer tools.Experience with Azure logs, Sign-In logs, Kusto queries, and Microsoft Graph API.Security & Compliance AcumenStrong grasp of security policies, Zero Trust principles, Conditional Access, Identity Governance, and Privileged Identity Management (PIM).Familiarity with Microsoft Defender for Identity, MDE, and related tools.Escalation managementKnowledge and experience in taking escalations for Authentication and Account Management technologies.Product Knowledge –Expertise in the Microsoft Azure ID product ecosystem, including integrations and known limitations.Tool & Platform Feedback -Partnering with Product Groups to suggest improvements, bug fixes, or feature enhancements.Customer-Centric ApproachCustomer Obsession – Advocating for customers’ needs while aligning with business goals.Empathy and Patience – Handling sensitive or high-stress situations with professionalism and care.Communication Skills – Translating complex technical concepts into clear, actionable language for both technical and non-technical audiences.Problem Solving & InnovationRoot Cause Analysis & RCA DocumentationDelivering high-quality RCA with deep technical insights, action items, and preventative recommendations.Automation & EfficiencyScripting (PowerShell, KQL, Graph API) to automate diagnostics, resolution, or monitoring.Leadership & InfluenceReadiness Champion - Delivering trainings, triages, and mentoring for readiness across teams and vendors.Diversity & Inclusion Participation - Actively engaging in D&I initiatives to create an inclusive and empowering work environment.Metrics-Driven Accountability - Monitoring KPIs like CSAT, FCR, DSR, and continually improving performance against targets.Operational ExcellenceCase Management Excellence – Driving quality, speed, and customer satisfaction metrics in case handling.Queue Management – Identifying trends and working with support leads to balance workloads and optimize team performance.Metrics and Reporting – Using data insights to improve customer support quality and efficiency.Daily Operations – Have experience in handling daily operations.Operational & Team ContributionCase Handling Excellence - Driving down case age, response time, and customer pain through focused ownership.Knowledge Contribution - Writing and reviewing Wiki articles, playbooks, training materials, and AI content for Copilot ingestion.Cross-Team Collaboration - Partnering with Engineering, Supportability, Field, and Product teams for complex or unknown issue resolution.Customer & Stakeholder EngagementAdvanced Communication SkillsAbility to explain complex technical issues clearly to technical and non-technical audiences.Empathetic customer engagement, especially in high-stress or escalated scenarios.Executive Escalation HandlingManaging sensitive customer situations, executive escalations, and crisis management with tact and composure.Customer Obsession & AdvocacyActing as the voice of the customer in product feedback loops and issue resolution.Innovation and Continuous ImprovementProcess Optimization – Identifying and implementing process improvements for faster issue resolution.Knowledge Management – Contributing to knowledge base/Wiki articles, training content, and readiness initiatives.AI & Tool Adoption – Embracing and promoting the use of AI-driven tools, Copilot, and other innovations in support workflows.Security and Compliance AwarenessSecurity Best Practices – Understanding of secure support handling, data protection, and compliance requirements.Escalation Management – Owning and resolving critical or sensitive escalations with minimal handholding.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: Microsoft Cloud Background Check: This position will be required to pass the Microsoft Cloud Background Check upon hire / transfer and every two years thereafter.Microsoft is an equal opportunity employer. Consistent with applicable law, all qualified applicants will receive consideration for employment without regard to age, ancestry, citizenship, color, family or medical care leave, gender identity or expression, genetic information, immigration status, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran or military status, race, ethnicity, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable local laws, regulations and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations.
