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 Digital Native Lead role is a customer-facing role and trusted account team member who works with the Digital Native customer and Customer Service and Support (CSS) engineers to manage complex, reactive support scenarios.
The goal of the Digital Native Lead role is to be the CSS customer advocate who will enable resolution of reactive issues and provide proactive guidance when possible.

In the Customer Service & Support (CSS) team we are looking for people with a passion for delivering customer success. As a Senior Technical Support Engineer, you will own, troubleshoot and solve complex customer technical issues. This opportunity will allow you to accelerate your career growth, hone your problem-solving, collaboration and research skills, and deepen your technical proficiency.

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

Response and Resolution:
• Investigate and solve highly complex customer technical issues and serve as the technical escalation point of contact for other engineers to resolve cases and perform complex troubleshooting tools (e.g. debugging)
• Own and drive critical customer escalations for reactive support delivery
• Maintain and manage blockers or identified critical issues which require senior leadership decisions[TH1.1]
• Engage with the account team to drive long running, high priority cases to successful closure
• In partnership[BB2.1][DJM2.2] with account team, provide Service Health Metrics Reporting, highlighting risks for both parties
• Manage and monitor [TH3.1]high risk cases, proactively working [BB4.1]to remove blockers on cases flagged to prevent customer dissatisfaction.
• Own and drive any support experience improvement programs.
Readiness:
• Take initiative in building communities with peer delivery roles and share knowledge through readiness programs, technical coaching and mentoring of others[BB5.1]
• Deepen technical and professional proficiency to enable resolution of highly complex customer issues through training and readiness.
Product/Process Improvement:
• Act as a trusted advisor to the product group/ engineering teams
• Drive Microsoft product, diagnostic and support process improvements
•Provide actionable insights based on incident data with flagged risks and current implementations/deployments to help Customers optimize their Microsoft infrastructure
•Champion customers to ensure correct resources are engaged and customer has management visibility if needed.
Business Integration:
•Utilize business and technology insights to help shape strategy when engaging customers, partners, and teams.
•Guide account team in navigating the support organization successfully
Other:
•Embody our Culture and Values.

Qualifications

Required Qualifications:
• Bachelor''s degree in Computer Science, Information Technology (IT), or related field AND 3+ years of technical support, technical consulting experience, or information technology experience
o OR 5+ years of technical support, technical consulting experience, or information technology experience.
o OR equivalent experience

• 4+ years technical support engineering with infrastructure as a service (IaaS) and platform as a service (PaaS).
• 2+ years supporting, deploying or managing native cloud applications
• 2+ years providing direct customer support for technical issues related to cloud applications and infrastructure

• 2+ years of experience with start-ups or technical incubators[BB6.1] with a mix of architecture and technical lead roles.
• Any experience providing development consulting or support or application development.
• Hyper-Visor/Cloud/Networking Skills: Able to design, deploy and troubleshoot solutions based on the following: Azure or Amazon Web Services (AWS)

• Experience in Azure App Services

• Track record of supporting reliable, highly available and scalable cloud applications for customers.
• Clear articulation to management and teams on complex problems and resolutions.

Note:

This job required weekend shift and outside office hours on-call rotation coverage.
To be eligible for this role, applicants must be an Australian citizen or permanent resident who are legally entitled to work in Australia without any restrictions.

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.

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.

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