Technical Support Solutions Expert
3 weeks ago
Overview
Microsoft's Customer Experience & Success (CE&S) organization is responsible for the strategy, design, and implementation of Microsoft's end-to-end customer experience. The organization builds trust and confidence for every person and organization through delivering a seamless support experience.
The Customer Service & Support (CSS) organization helps customers and partners resolve their issues quickly, prevent future problems from occurring, and demonstrate new ways to achieve more from their Microsoft investment.
A critical role within CE&S is the Technical Support Lead, which delivers connected support experiences to our customers to gain and keep their trust.
As a Technical Support Lead, you will be a trusted advisor to our largest and most strategic customers at times where they are experiencing significant and complex technical challenges.
You will oversee crisis situations, determine systemic issues, and report to executives. You also have the authority to use necessary Microsoft resources to solve critical situations.
This role requires an innate problem solver who can support multiple high-profile strategic accounts and orchestrate the shift from a reactive to a more proactive support experience.
Responsibilities
Key Responsibilities:
This Technical Support Lead role will focus broadly across technologies with deep knowledge in Cloud – Azure, Identity, M365, CoPilot, Security and Management (Deep specialization in 1-2 of these workloads is preferred). In addition to technical depth, the ideal candidate has solid domain knowledge, intense curiosity, and a demonstrated ability to make progressive and thoughtful strategic proposals and deeply influence senior decision makers in a rapidly changing environment.
You will manage highly complex levels of escalated problems, involving a broad range of technical issues. The TSL ensures we understand customer needs and challenges in crisis, with the objective of resolving the crisis, helping to drive desired customer outcomes and providing prescriptive advice to customers to get to a well architected solution.
Requirements
Minimum Requirements:
- 12+ years in system development, network operations, software support, IT, consulting or technical troubleshooting experience (Cloud, Windows and other technologies, solid domain knowledge)
- Bachelor's Degree in Information Technology (IT), Computer Science, Business Administration, Electrical Engineering, or Business Leadership
- 5+ years prior product, customer support and/or technical support experience.
- 5+ years of experience in project management and/or technical/IT consulting
- Level 300 Certification in one or more Microsoft technologies
Additional Requirements:
- Masters Degree in Information Technology (IT), Computer Science, Business Administration, Electrical Engineering, or Business Leadership
- Depth of experience one or more industries: Financial Services, Insurance, Manufacturing, Healthcare, Retail or Government
- Level 300 certifications in non-Microsoft technologies
Benefits
Industry leading healthcareEducational resourcesDiscounts on products and servicesSavings and investmentsMaternity and paternity leaveGenerous time awayGiving programsOpportunities to network and connect
Estimated Salary: $120,000 - $180,000 per year depending on location and experience
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