Overview

With more than 45,000 employees and partners worldwide, the Customer Experience and Success (CE&S) organization is on a mission to empower customers to accelerate business value through differentiated customer experiences that leverage Microsoft’s products and services, ignited by our people and culture. We drive cross-company alignment and execution, ensuring that we consistently exceed customers’ expectations in every interaction, whether in-product, digital, or human-centered. CE&S is responsible for all up services across the company, including consulting, customer success, and support across Microsoft’s portfolio of solutions and products. Join CE&S and help us accelerate AI transformation for our customers and the world.

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.

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.
• You will work with a larger customer account team to strengthen customer relationships and to work on Microsoft cloud and application innovation 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 Support for Mission Critical (SfMC) opportunities across Azure and Identity to improve the quality, consumption, and health of the customer’s 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

Required/minimum qualifications

Bachelor's Degree in Computer Science, Information Technology, Engineering, Business, Liberal Arts, or related field AND 4+ years experience in cloud/infrastructure technologies, information technology (IT) consulting/support, systems administration, network operations, software development/support, technology solutions, practice development, architecture, and/or consulting OR equivalent experience.

Additional or preferred qualifications

Bachelor's Degree in Computer Science, Information Technology, Engineering, Business, Liberal Arts, or related field AND 8+ years experience in cloud/infrastructure technologies, information technology (IT) consulting/support, systems administration, network operations, software development/support, technology solutions, practice development, architecture, and/or consulting OR Master's Degree in Computer Science, Information Technology, Engineering, Business, Liberal Arts, or related field AND 6+ years experience in cloud/infrastructure technologies, technology solutions, practice development, architecture, and/or consulting OR equivalent experience.

4+ years experience working in a customer-facing role (e.g., internal and/or external).

4+ years experience working on technical projects.

Technical Certification in Cloud (e.g., Azure, Amazon Web Services, Google, security certifications).

• Technical Expertise
○ Deep knowledge of Microsoft Entra ID (Azure AD): tenant governance, authentication modernization, conditional access, privileged access workstations.
○ Strong experience in Azure Infrastructure: resiliency design, landing zone governance, HA/DR architecture, cost optimization, and security posture improvements.
• Hands-on Skills
○ Implementation of Zero Trust principles and identity hardening.
○ Familiarity with Azure networking, multi-region deployments, and compliance frameworks.
• Experience
○ Proven track record in large-scale enterprise environments (banking, healthcare, or government workloads).
○ Ability to lead architectural design sessions and drive technical conversations with senior IT decision-makers.
• Soft Skills
○ Excellent communication and stakeholder management skills.
Ability to operate in high-pressure, mission-critical scenarios.
• Certifications
○ Microsoft Certified: Azure Solutions Architect Expert, Identity and Access Administrator, Security Engineer Associate.
• Additional Skills
○ PowerShell scripting for automation and governance.
○ Familiarity with CAF (Cloud Adoption Framework) landing zones.
• Industry Experience
○ Prior engagement with financial institutions or healthcare IT systems.
○Exposure to regulatory compliance (e.g., MAS, GDPR).

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.

Cloud Solution Architect - Azure & Identity/Security | Support for Mission Critical