Technical Customer Lead
Technology, Data & Digital · Software & Web Development · Software Engineering · Data Science · IT Support
In short
Responsibilities
- Handles complex escalations on customer issues often with Customer and Engineering Executive level visibility.
- Acts as a voice of customers (VOCs) to directionally inform relevant product groups on customers product experience and usage.
- Partners with Product Group and component teams to prioritize, unblock, and resolve complex customer issues.
- Identifies and utilizes engineering tools, customer telemetry and/or direct customer input to flag the patterns of defects/signals in the products or products misuse, or issues across assigned customer portfolio.
- Gathers and synthesizes feedback from assigned strategic customers to learn ways in which customers use the product and identify feature and knowledge gaps misconfigurations, metrics, and key performance indicators (KPIs) in the current product.
- Proactively conducts health checks to ensure customer environment is optimized and configured for deployment, including all complex pending issues are resolved.
- Lead and contribute your ideas and innovation to help evolve our new Mission Critical for M365 offering and programs to advance our collective capabilities.
- Perform engineering on-call duties when scheduled - approx 2-3 two-week rotations per year.
Requirements
- Bachelor's Degree in Engineering, Computer Science, Information Technology (IT), Data Analytics/Science, Artificial Intelligence (AI), or related field AND 4+ years experience in technology industry, cloud, technical support, and/or customer experience engineering
- OR equivalent experience.
- Experience in a customer facing role.
- Ability to meet Microsoft, customer and/or government security screening requirements.
- Microsoft Cloud Background Check: This position will be required to pass the Microsoft Cloud background check upon hire/transfer and every two years thereafter.
Desired Qualifications
- Bachelor's Degree in Engineering, Computer Science, Information Technology (IT), Data Analytics/Science, Artificial Intelligence (AI), or related field AND demonstrated experience in the technology industry, cloud, technical support, and/or customer experience engineering
- Customer facing experience.
- Proven history of customer-obsession, including blog posts, how-to videos, MVP.
- Certification in Microsoft and/or competing Cloud Technologies strongly preferred.
- Certification in AI related programs such as AB-900, AI-900 or similar.
- Understanding of and ability to migrate from various third-party platforms to Microsoft 365.
Benefits
- Microsoft is an equal opportunity employer.
Skills
About Microsoft
Empowering every person and organization on the planet to achieve more
Every company has a mission. What's ours? To empower every person and every organization to achieve more. We believe technology can and should be a force for good and that meaningful innovation contributes to a brighter world in the future and today. Our culture doesn’t just encourage curiosity; it embraces it. Each day we make progress together by showing up as our authentic selves. We show up with a learn-it-all mentality. We show up cheering on others, knowing their success doesn't diminish our own. We show up every day open to learning our own biases, changing our behavior, and inviting…
Company
MicrosoftJob Posted
3 days ago
Employment Type
Full Time
Work mode
Hybrid
Experience Level
Mid-Senior
Locations
United States
Qualification
Applicants
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