Technical Customer Lead

Teknik, data och digitalt · Mjukvaru- och webbutveckling · Mjukvaruutveckling · Datavetenskap · IT-support

I korthet

Microsoft sucht einen Technical Customer Lead, eine kundenorientierte Ingenieurrolle, die für die Bereitstellung proaktiver und reaktiver technischer Supportdienste für strategische Kunden verantwortlich ist. Die Rolle konzentriert sich auf die Förderung von Tiefen-Engineering-Engagements, den Aufbau vertrauensvoller Beziehungen und die Beeinflussung von Produktverbesserungen durch Kundenfeedback, insbesondere in Bezug auf Copilot und M365-Kern-Services.

Ansvarsområden

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.

Krav

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.

Önskade kvalifikationer

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.

Förmåner

Microsoft is an equal opportunity employer.

Färdigheter

Microsoft 365AICopilot

#technical#customer#lead#engineering#support#microsoft 365#ai#copilot#escalations#customer advocacy#telemetry#health checks

Om Microsoft

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