Within the Customer Experiences & Success organization (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 help customers and partners resolve their issues quickly, prevent future problems from occurring, and demonstrate new ways to achieve more from their Microsoft investment. Connected Customer Support Experience delivers 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 and trust, which leads to greater satisfaction, retention, and growth.
The CE&S organization is looking for people with a passion for delivering customer success to help us build a future where customers come to us, not only because we provide industry-leading products and services, but also because we provide a differentiated and connected customer experience that is rooted in our commitment to delivering on customer outcomes.
About the role: Are you a firefighter that loves to solve complex customer support issues and a problem solver who is passionate about building customer trust and confidence? Do you excel in fast-paced, dynamic environments where you work with strategic customers to solve significant support challenges as they transition to the Microsoft cloud? Do you thrive on engaging with executives and exceeding customer expectations in moments that matter most? If so, we invite you to apply to join our team as a Technical Support Lead.
As a Technical Support Lead, you will be a trusted advisor to our largest and most strategic customers at times when they are experiencing significant and complex technical challenges. You will be an orchestrator, bringing the best of Microsoft's people, processes, and technical capabilities to enable account teams and Customer Success Account Managers (CSAMs) for a predefined period 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 a crisis situation being onsite.
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 has solid domain knowledge, intense curiosity, and a demonstrated ability to make progressive and thoughtful strategic proposals and deeply influence senior decision makers in a rapidly changing environment.
This role manages highly complex levels of escalated problems, involving a broad range of technical issues.
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