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With over 17,000 employees worldwide, the mission of the Customer Experience & Success (CE&S) organization is to empower customers to accelerate business value through differentiated customer experiences that leverage Microsoft’s products and services, ignited by our people and culture. Come join CE&S and help us build a future where customers achieve their business outcomes faster with technology that does more.

The Global Customer Success (GCS) organization, an organization within CE&S, is leading the effort to enable customer success on the Microsoft Cloud by harnessing leading, AI-powered capabilities and human expertise to deliver innovation solutions that accelerate business value, drive operational excellence and nurture long term loyalty.

Support for Mission Critical is a team within Microsoft that provides solution-specific expertise designed to drive peak health and optimum performance of a customer’s most important solutions. As a key technical resource for the customer, you will be primarily focused on delivering proactive services such as education workshops, delivering assessments, and providing tailored guidance. Troubleshooting skills are essential as this role will include working with Microsoft Support to expedite incident resolution.

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

• Planning and delivering proactive and reactive support including onsite presence as needed (post Covid restrictions).

• You will work with a larger customer account team to strengthen customer relationships and to work on mobile-first cloud-first strategies that allow you to develop an immediate and long-term Customer Success Plan and Value Based Delivery for reactive and proactive needs.

• You will Identify and manage customer goals and SfMC opportunities across Azure Security to improve the quality, consumption, and health of the customer’s messaging solution.

• You will drive and participate in proactive delivery management as well as spot performance issues, analyze problems, and drive activities focused on stabilizing and optimizing your customer’s solution.

• You will work with internal Microsoft support teams, account teams, product engineering and service engineering teams and other stakeholders to ensure a streamlined and efficient customer support experience.

• You will apply and share lessons learned for continuous process and delivery improvement for the customer and peers.

• You will engage in meetings with your customers and account teams to review Support for Mission Critical services, customer support issues, and articulate your Customer Success Plans.

• You will share and gain knowledge through technical communities.

• You will contribute to on-call rotations to ensure a high quality of service for the critical incidents created by Support for Mission Critical customers.

Qualifications

• Azure Security for Infrastructure, Databases, Networking, Virtual Machines

• Azure Key Vault

Azure SAP

• Azure Sentinel

• Azure Security center

• Microsoft Defender for Identity

• Troubleshooting of data logging and audit, security monitoring

• Azure Governance and Compliance

Other Qualifications

• 3+ years of experience in systems deployment, network operations, or IT consulting.

• Working experience with Microsoft Azure Cloud based solutions in large enterprise environments.

• Must have outstanding customer service skills with excellent oral and written communication skills as well as experience providing training to peers or customers.

• Must demonstrate strong interpersonal and leadership skills while working with diverse audiences including highly technical IT professionals, engineers, developers, and architects as well as executives and management professionals in both customer and Microsoft teams.

• Must have experience leading and driving projects as well as motivating others.

• Must be self-motivated, resourceful and able to handle multiple responsibilities as a Microsoft Cloud Solution Architect and Support for Mission Critical professional

• Need to demonstrate the ability to develop strong strategic customer relationships that gain the trust and respect of customers.

• Need the ability to handle critical technical issues and work in difficult support situations.

• Need a proven ability to handle difficult or sensitive situations with exasperated customers.

• Certification in Microsoft or other Cloud Technologies or Security.

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 (https://careers.microsoft.com/v2/global/en/accessibility.html) .