Within the Customer Experiences & Success organization (CE&S), the Customer Service & Support (CSS) organization builds trust and confidence for every person and organization by delivering a seamless support experience. In CSS, we help customers and partners resolve their issues quickly, prevent future problems, and demonstrate new ways to maximize their Microsoft investment. The Connected Customer Support Experience aims to deliver connected support experiences to our customers to gain and maintain their trust. Microsoft has a tremendous opportunity to exceed customer expectations and drive greater customer loyalty, leading to increased satisfaction, retention, and growth.The CE&S organization is looking for individuals with a passion for delivering customer success to help us build a future where customers choose us, not only for our industry-leading products and services but also for a differentiated and connected customer experience rooted in our commitment to delivering on customer outcomes.About the Role: Are you a firefighter who loves to solve complex customer support issues? Are you a problem solver passionate about building customer trust and confidence? Do you excel in fast-paced, dynamic environments, working with strategic customers to tackle significant support challenges as they transition to the Microsoft cloud? Do you thrive on engaging with executives and exceeding customer expectations in critical moments? If so, we invite you to apply to join our team as a Technical Support Lead.As a Technical Support Lead, you will act as a trusted advisor to our largest and most strategic customers during times of significant and complex technical challenges. You will be an orchestrator, bringing together the best of Microsoft's people, processes, and technical capabilities to enable account teams and Customer Success Account Managers (CSAMs) to understand customer support issues, agree on customer expectations, and develop strategic programs to deliver world-class customer support outcomes. This role may require travel to customer sites to meet with senior executives and manage crisis situations in person.Main Responsibilities: This Technical Support Lead role will focus broadly across technologies, with deep knowledge in Cloud – Azure, Identity, M365, CoPilot, Security, and Management (specialization in 1-2 of these workloads is preferred). In addition to technical depth, the ideal candidate should possess solid domain knowledge, intense curiosity, and a demonstrated ability to make progressive and thoughtful strategic proposals while deeply influencing senior decision-makers in a rapidly changing environment. This role manages highly complex escalated problems involving a broad range of technical issues.#J-18808-Ljbffr