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Technical Support Lead

Technology, Data & Digital · IT Infrastructure & Security · IT Support · Technical Support · Cloud Engineering

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In short

Microsoft is seeking a Technical Support Lead to empower customers and accelerate AI transformation. This role involves managing complex technical challenges, acting as a trusted advisor to strategic clients, and orchestrating Microsoft's resources to deliver world-class support outcomes, with a focus on Cloud, Azure, M365, and Security.

Responsibilities

  • Act as a trusted advisor to large and strategic customers facing significant and complex technical challenges.
  • Orchestrate Microsoft's people, processes, and technical capabilities to enable account teams and Customer Success Account Managers (CSAMs).
  • Understand customer support issues, agree on expectations, and develop strategic programs for world-class support outcomes.
  • Focus broadly across technologies with deep knowledge in Cloud – Azure, Identity, M365, CoPilot, Security and Management.
  • Manage highly complex levels of escalated problems involving a broad range of technical issues.
  • Ensure understanding of customer needs and challenges in crisis, with the objective of resolving the crisis.
  • Provide prescriptive advice to customers to achieve a well-architected solution.
  • Oversee crisis situations, determine systemic issues, and report to executives.
  • Utilize necessary Microsoft resources to solve critical situations.
  • Assess and understand business impact, create an action plan, and assign specific owners.
  • Build a best-in-class vTeam to expedite resolution of situations.
  • Manage action and communication plans, identifying key outcomes, setting up schedules, tracking progress, handling risks, and communicating effectively.
  • Conduct analysis/Post Incident Review to identify root causes and share findings with internal teams to improve processes and enhance operations.
  • Support multiple high-profile strategic accounts and orchestrate the shift from reactive to proactive support experience.

Requirements

  • Master's Degree in technology, business, or related field AND 6+ years technology industry, customer service, or related experience.
  • OR Bachelor's Degree in technology, business, or related field AND 8+ years technology industry, customer service, or related experience.
  • OR 11+ years technology industry, customer service, or related experience.
  • OR equivalent experience.
  • Demonstrated ability to make progressive and thoughtful strategic proposals.
  • Deeply influence senior decision makers in a rapidly changing environment.
  • Innately a problem solver.

Desired Qualifications

  • Specialization in 1-2 workloads (Azure, Identity, M365, CoPilot, Security, Management) is preferred.
  • Solid domain knowledge.
  • Intense curiosity.
  • Thrive on engaging with executives and exceeding customer expectations.
  • Excel in fast-paced, dynamic environments.
  • Driven, results-oriented individual not afraid to challenge the status quo.
  • Ability to work in constantly changing and ambiguous high-pressure environments.

Benefits

  • Opportunity to accelerate AI transformation for customers and the world.
  • Involvement in landing Customer Support priorities, including local incident command for large-scale events and high-impact outages.
  • Drive in-region quality requirements and deliver incident management.
  • Assess regional support needs.
  • Deliver on Global Customer Success priorities.
  • Opportunity to work with strategic customers.
  • Engage with executives.
  • Exceed customer expectations in moments that matter most.
  • Microsoft's mission to empower every person and every organization on the planet to achieve more.
  • Culture of inclusion where everyone can thrive.
#Technical Support#Support Escalation Management#Cloud#Azure#Identity#M365#CoPilot#Security#Management#Customer Support#Incident Management#Crisis Management#Problem Solving#Technical Issues#Strategic Accounts
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Company

Microsoft

Job Posted

5 hours ago

Employment Type

Full Time

WorkMode

Hybrid

Experience Level

Senior

Qualification

Master, Bachelor

Applicants

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