With over 18,000 employees worldwide, the Microsoft Customer Experience & Success (CE&S) organization is responsible for the strategy, design, and implementation of Microsoft’s end-to-end customer experience. Come join CE&S and 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.

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 help customers and partners resolve their issues quickly, prevent future problems from occurring, and demonstrate new ways to achieve more from their Microsoft investment.

Applications & Infrastructure - the largest and fastest growing group in CSS - provides Microsoft’s commercial customers with timely technical expertise to address their business-critical challenges and partners with them to advance global, cross-cloud solutions that enable their people and empower the world.

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 assess the technical and professional capabilities of support staff and assist in developing training plans to address identified gaps.
• Case Management (Delivery Excellence) – you will perform case reviews to ensure process compliance.
• Managing Collaborative Activities – mentor engineers on effective collaboration (cross-team and cross-technologies/lines of business) and quality case handling standards.
• Supportability Activities – you will contribute to customer self-help and volume deflection initiatives.
• Process Improvement – you analyze trends (e.g., case types, volumes) and collaborate with stakeholder teams to provide product and process improvement feedback.
  
  

Qualifications

Language Qualification

English Language: fluent in reading, writing and speaking.

Preferred Qualifications

Bachelor’s degree in Computer Science, Engineering, Math, or equivalent’s experience.

Experience - Technical proficiency in and learning attitude toward Azure technologies; previous experience as a member of one of the Azure Subscription Management and Billing Area.

Proven ability to lead people to achieve success

Familiarity with Azure and/or compete cloud products

Strong customer service, communication, problem-solving and interpersonal skills

Problem-solving skills

Self-motivation and an ability to use initiative

Self-motivated and directed.

Proven ability to lead people to achieve success.

Capacity to deal with difficult customers and ability to thrive in ambiguity

This position may require you to work a rotational On-Call schedule, evenings and weekends shifts. Please note that shifts might change according to business needs.

2+ years of experience managing or mentoring individual contributors

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.