Microsoft is on a mission to empower every person and every organization on the planet to achieve more. Our culture is centered on embracing a growth mindset, a theme of inspiring excellence, and encouraging teams and leaders to bring their best each day. In doing so, we create life-changing innovations that impact billions of lives around the world. You can help us to achieve our mission.

With over 15,000 employees worldwide, the Microsoft Customer Experience and Success (CEnS) organization is responsible for the strategy, design, and implementation of the Microsoft end-to-end customer experience. This newly expanded organization reflects the Microsoft ambition to be known as a customer experience company, ensuring our Microsoft mission to empower every person and every organization on the planet to achieve more is enabled by delighting customers and consistently exceeding their expectations in every interaction through a connected customer experience.

Microsoft has a tremendous opportunity to exceed customer expectations and drive greater customer loyalty and trust, which leads to greater satisfaction, retention, and growth. The CEnS organization is looking for people with a passion for delivering customer success to help us build a future where customers come to us, not only because we provide industry-leading products and services, and also because we provide a differentiated and connected customer experience that is rooted in our commitment to delivering on customer outcomes.

Responsibilities

• Develop an understanding of both business objectives and solution environment to build a strategy that helps Microsoft Mission Critical customers to achieve higher performance and uptime.

• Guide Microsoft Mission Critical customers team through implementing the detailed, prescriptive plan that helps prevent issues before they occur.

• Proactively identify trends and issues to reduce incidents and increase service availability of Microsoft Mission Critical solutions

• Review and advise on customers projects such as deployment, migration, performance tuning, scalability, availability, disaster recovery, and upgrades

• Support a wide variety of issues, including reactive and proactive on-site support services, critical situations, and other high-priority issues.

• Communicate with customers (verbal or written correspondence) regarding technically complex issues about Microsoft products and manage relationships with those customers.

• Perform logical and methodical troubleshooting and problem solving both technically and on an interpersonal level.

• Take lead and control the communication with customers, internal Microsoft stake holders and third-party vendors.

• Work in a team environment to collaborate and/or lead efforts from resolving customer issues to helping define long term strategic goals.

• Interact with other engineers to provide technical action plans or take ownership of challenging issues. (EE, SE, Dev. etc.)

• Create technical content including Knowledge Base articles, whitepapers, training documents, etc.

• Act as technical focal point in cooperative relationships with other companies

• Handle Critical Situations in technically challenging and politically hot circumstances.

• Available to work critical cases on a 24x7 basis or through an on-call model.

• Available to travel to a customer’s site and work remotely.

• Maintain strong working knowledge of pre-release products and take ownership for product improvement in key product areas.

Qualifications

Industry experience with Microsoft Server products, Microsoft TEAMs and Skype Online products.

Experience with supporting, planning and implementation of Skype for Business and Office 365 products including Enterprise Voice, Conferencing, client connectivity, UM and other Skype for Business online features.

Working experience with Messaging and Active Directory Federation Services technologies.

Experience with design, implementation, and optimization of Lync/Skype and Exchange technologies.

Working experience with Hybrid Directory Services technologies including ADFS and Azure AD.

Experience with troubleshooting, configuring and supporting Hybrid scenarios.

Must have the 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.

Use trace analysis, debug skills, source code, and other proprietary tools, to analyze problems and develop solutions to meet customer needs; this may involve writing code.

Solid understanding of client/server, networking, and Internet technologies fundamentals.

Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances.  We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request via the Accommodation request form.