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.

Do you have a passion for Azure and using best-in-class tools created by Microsoft? Are you looking for a role where you can interact directly with large enterprise customers to improve the stability and performance of the solutions they are deploying in Azure? Do you want to join one of Microsoft's fastest growing businesses? If so, we are looking for you!
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.

As a CSA you will be a key technical resource for the customer, primarily focused on delivering proactive services to ensure our customers Mission Critical Solutions are in top operational health. These services will include deliveries 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. The role can include a mixture of short and long-term customer engagements.

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.

Customer Centricity
• Plan and deliver proactive and reactive support including onsite presence as needed.
• Work within a larger virtual account team to strengthen customer relationships and work on mobile-first, cloud-first strategies for immediate and long-term service delivery plans.
• Identify and manage goals and opportunities across Azure to improve customer solution health, performance, and availability.
• Drive and participate in proactive delivery management, spot performance issues, analyze problems, and provide solutions to meet customer needs.
• Work with support teams, account teams, product engineering teams and other stakeholders to ensure a streamlined customer experience.
• Apply lessons learned for continuous process and delivery improvement for the customer.
• Engage in meetings with customers and account teams to articulate service offerings.
• Share and gain knowledge through communities.
• Contribute to on-call rotations to ensure a high quality of service for the critical incidents created by Support for Mission Critical customers.

Required 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.

Preferred/Additional Qualifications:

• 4+ years of Azure IaaS and SAP on Azure related experience is required

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).
• Breadth of technical experience and knowledge, with depth / Subject Matter Expertise in SAP on Azure and one or more of the following Azure IaaS areas is expected:
o Storage
o Networking
o Compute
o High availability and disaster recovery features for IaaS components.
o Experience with Azure PaaS, AVD, Identity, or Azure Security offerings is a plus.
• Experience in systems management, network operations, software support, IT consulting, or related roles.
• Solid understanding of client/server, networking, and Internet technologies fundamentals.
• The ability to handle customer critical issues and work in difficult situations.
• Demonstrate a strong ability to develop strategic ongoing customer relationships to gain the trust and respect of customers.
• Excellent customer service skills, good oral and written communication skills, proven ability to handle difficult and sensitive situations involving the most critical and politically charged customer situations, lead projects and motivate others.
• Certification in Microsoft and other Cloud Technologies.
• Ability to take on internal initiatives to create services opportunities, and work in a fast-paced environment while balancing multiple demands, addressing shifting priorities, and maintaining focus.
• Demonstrate strong interpersonal and communication skills, while working with diverse audiences including highly technical IT professionals, developers, architects, and executive account management

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.