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.

Support Mission Critical (SfMC) is a team delivering dedicated support to Microsoft’s top tier customers using Microsoft technology to build true Mission Critical applications to run their business. These Mission Critical customers are technically savvy and have good expertise in Microsoft technologies they use. The kinds of customers we deal with are companies building the banking backbones, stock exchanges and large government entities.

Within the SfMC team, we support multiple technologies and multiple products being used by our customers via a single team. We are building a dedicated team with diversified skill set so we can deliver an excelled support experience to our customers, all under one roof. CSA’s on our team usually come with a depth of experience in one or two technologies. Within SMC, you will have that opportunity to expand your skill set, learn new technologies and grow your leadership in the technology you excel at, all without being isolated into a particular feature of a particular product. You will deal with high profile customers directly under the radar of executive management and may occasionally get an email or two from them directly!

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
* Provide architectural reviews and technical guidance to Support for Mission Critical (SfMC) customers, focusing on the reliability, security, and performance.
* Take end-to-end ownership and accountability of technical deliverables, ensuring alignment with customer business outcomes and Microsoft’s best practices.
* Identify architectural risks, design gaps, and operational inefficiencies across services.
* Engage with SfMC stakeholders to drive architectural validation, incident prevention, and workload health improvements through proactive engagements and deep technical assessments.
* Collaborate closely with Microsoft engineering and support teams to address escalations, share feedback, and align solutions with platform evolution.
* Drive creation and reusability of IP including scripts, tools, and technical documentation to support scalable SfMC engagements.
* Act as a trusted advisor to customer architects and engineers, influencing long-term technical strategy for stability, resilience, and innovation.

Business Impact
• Identifies and anticipates issues and advises customers/partners to operate and optimize performance in accordance with Microsoft best practices. Adapts methodology and applies governance to identify, communicate, and minimize business and technical risks. Adheres to quality assurance standards and calculates risks while ensuring excellence in the design and/or delivery of solutions. Leverages standard tools to ensure accurate engagement hygiene.
• Drives customer/partner relationships to anticipate, identify, escalate, and work to resolve technical blockers to accelerate consumption and solution implementations (e.g., by application of technical capabilities). Routes non-technical issues for removal by the appropriate party. Applies broad business and technical knowledge across various architecture or other Microsoft solutions to meet business and information technology (IT) requirements and resolve identified technical constraints. Shapes and enhances customers' requirements.
• Proactively uses knowledge of the products, services, and value propositions of Microsoft and its competitors in customer/partner conversations to identify growth opportunities based on knowledge of customer/partner needs. Contributes to increase in consumption and aligns with Customer Success Account Management or other Account Team members on customer/partner priorities to drive growth in consumption via cost optimization, operational excellence performance efficiency, and security. Drives architecture design, resiliency reviews, and technical optimization that result in production deployment application and increase customer/partner usage and consumption. Ensures that the customer/partner's application has as few points of failure as possible. Consults and provides thought leadership for technical solution design, development, and deployment and supports the customer/partner throughout implementation to achieve value outcomes and Microsoft's Customer Promise.
• Understands industry trends and the competitor's architecture solutions and identifies Microsoft's strengths over competitive solutions to drive conversations with customers/partners and convince them of solution.

Required Qualifications:

Bachelor's Degree AND 4+ years experience in engineering, product/technical program management, data analysis, or product development OR equivalent experience.

2+ years of experience managing cross-functional and/or cross-team projects.

Additional/Preferred Qualifications:

• 6+ years of Teams/Skype for Business related experience with more than one of the following technologies:
6+ years of Teams/Skype related experience with at least 2 of the following:
Cloud Products
• Experience with Microsoft Server products, and cloud products like Microsoft Teams.
• Experience with Voice over IP (VoIP) Services.
• Networking and connectivity to O365 and/or Azure clouds.
• Experience with supporting, planning and implementation of Office 365 products including Enterprise Voice, Conferencing, client connectivity, UM, and other Teams features.
• Experience with Messaging and Active Directory Federation Services technologies
• Experience with Hybrid Directory Services technologies including ADFS and Azure AD
• Knowledge of Office 365 product capabilities, troubleshooting, and monitoring tools
• Experience with troubleshooting, configuring, and supporting Hybrid environments.
• Certification in Microsoft and other Cloud Technologies.
• Proven troubleshooting skills and experience with Teams and Skype.
• Ability to develop strategic ongoing customer relationships to gain the trust and respect of customers.

Design and review solutions across:
• SharePoint Online and One Drive for business administration
• SharePoint Online (Sites, Hub sites, permissions, sharing)
• Microsoft Teams + SharePoint integration
• SharePoint Premium / Advanced Management
Provide guidance on:
• Information architecture & site lifecycle management
• Retention, records management, and Microsoft Purview integration
• Sensitivity labels, Conditional Access, and audit logging
• Migration from on prem SharePoint / file shares to SPO
Drive Copilot readiness for SharePoint (content hygiene, permissions, governance)

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.