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.Supports delivery partners and/or teams, enhances support readiness, and ensures timely resolution by developing others. Performs thorough case reviews and customer wellness checks; ensures progression of cases to help solve increasingly complex technical issues. Collaborates on cross-team and cross-product technical issues by working with resources from other groups as needed to resolve customer issues. Contributes to Partner Technical Advisor (PTA) advocate/agent and engineer communities through knowledge sharing. Collaborates with internal teams, and sometimes external teams, for product and process feedback.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
- Case Management (Delivery Excellence)
- Conducts in-depth case reviews and wellness checks to ensure case progression and resolution.
- Acts as an escalation point and unblocks service delivery challenges.
- Provides process and technical feedback to improve case handling.
- Leads case triage meetings to share knowledge and optimize support.
- Managing Collaboration Activities
- Facilitates cross-team collaboration to resolve complex technical issues.
- Manages the swarming process to bring the right resources together quickly.
- Coaches engineers on internal collaboration and community-building.
- Works with stakeholders to drive top priority issue resolution.
- Process Improvement
- Gathers and shares feedback to enhance support processes and tools.
- Partners with managers and SDMs to plan and implement continuous improvements.
- Identifies process flaws early and advocates for necessary changes.
- Updates knowledge bases and evangelizes process best practices.
- Readiness Development
- Assesses skill gaps and designs training plans for delivery partners and internal teams.
- Supports readiness initiatives including mentoring, documentation, and knowledge sharing.
- Collaborates with multiple stakeholders to implement readiness programs.
- Supportability Activities
- Shares knowledge in internal communities and responds to engineering queries.
- Engages in reactive/proactive collaboration via swarming and issue management.
- Helps build communities across support roles to drive operational excellence.
- Drives quality and efficiency improvements in partnership with delivery leaders.
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
Azure Fundamentals (Cloud Concepts, Azure Networking – E.g. Creating subnets, Azure Compute – E.g. creating / provisioning Azure Virtual Machines)Azure Resource Management: Subscriptions / Licenses, Role Based Access Control, User / Administrator RolesAzure Active Directory Fundamentals (eg: User, Group, Domain Management).Azure Active Directory Collaboration Solutions (B2B, B2C)Managed Identity (Password Hash Sync / Pass Through Authentication) vs Federated IdentityHybrid Identity SolutionsWindows Active Directory Services (including ADDS, Auth Protocols, FSMO Roles, Replications, Group Policies, User Profiles, etc.)Windows Networking (TCP/IP Fundamentals, DNS Zones, DHCP, etc)Office 365 ManagementAAD Connect / DirSync / MIM / FIM/Active Directory Federation Services (or any other 3rd party federation)Privileged Identity ManagementProvisioning to SaaS ApplicationsPowerShell scripting and commandsTools (Network trace – netmon /wireshark, Fiddler)
Experience On Additional Technologies (good To Have)
Microsoft Windows Servers and Client Operating SystemsExchange ServerSQLGraph APIModern Auth Protocols (SAML, oAUTH etc.)Seamless Single Sign OnADAL/MSAL librariesAbility 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.
