Technical Customer Lead (M365 Engineering)
Microsoft
Responsibilities
- Handles complex escalations on customer issues often with Customer and Engineering Executive level visibility.
- Acts as a voice of customers (VOCs) to directionally inform relevant product groups on customers product experience and usage. Partners with Product Group and component teams to prioritize, unblock, and resolve complex customer issues.
- Identifies and utilizes engineering tools, customer telemetry and/or direct customer input to flag the patterns of defects/signals in the products or products misuse, or issues across assigned customer portfolio.
- Gathers and synthesizes feedback from assigned strategic customers to learn ways in which customers use the product and identify feature and knowledge gaps misconfigurations, metrics, and key performance indicators (KPIs) in the current product.
- Proactively conducts health checks to ensure customer environment is optimized and configured for deployment, including all complex pending issues are resolved.
- Lead and contribute your ideas and innovation to help evolve our new Mission Critical for M365 offering and programs to advance our collective capabilities.
- Perform engineering on-call duties when scheduled - approx 2-3 two-week rotations per year.
Qualifications
Required Qualifications:
- Bachelor's Degree in Engineering, Computer Science, Information Technology (IT), Data Analytics/Science, Artificial Intelligence (AI), or related field AND demonstrated years experience in technology industry, cloud, technical support, and/or customer experience engineering OR equivalent experience.
- Experience in a customer facing role.
Other Requirements:
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.
Preferred Qualifications:
- Bachelor's Degree in Engineering, Computer Science, Information Technology (IT), Data Analytics/Science, Artificial Intelligence (AI), or related field AND demonstrated experience in the technology industry, cloud, technical support, and/or customer experience engineering
- Customer facing experience.
- Proven history of customer-obsession, including blog posts, how-to videos, MVP
- Certification in Microsoft and/or competing Cloud Technologies strongly preferred.
- Certification in AI related programs such as AB-900, AI-900 or similar
- Understanding of and ability to migrate from various third-party platforms to Microsoft 365
This position will be open for a minimum of 5 days, with applications accepted on an ongoing basis until the position is filled.
Microsoft is an equal opportunity employer. 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 with religious accommodations and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations.