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 12,000 employees worldwide, the Microsoft Customer Experience & Success (CE&S) 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.
Handle highly complex, political, financial, executive level cases - as business demands
Key collaboration point for advanced troubleshooting to unblock issues - including the use of code-level techniques
Manage engagement with Product Engineering for Support-raised escalations
Work alongside Serviceability and engineering teams as trusted advisor to improve incident resolution or service deficiency
Drive process, tool, service delivery and solution improvements that enable effective troubleshooting and remediation (incl. Diagnostics)
Provide ramp activities for junior engineers, knowledge sharing, technical coaching and mentoring
Drive technical collaboration and engagement outside of CSS (Product Engineering teams / Services / Support / Regions)
Lead or participate in building communities with peer delivery roles; may be workload or specialty specific
English & German Language : confident in reading, writing and speaking
Customer obsessed. Look at everything through the eyes of the customer and their need for a holistic secure solution. Quest to gather feedback obsessively and invest time and effort in the feedback to continually improve and grow customer trust.
Strong communication skills to effectively drive recommendations and establish priorities across various customers, partners, senior executives, and organization boundaries
Team player and collaborator with excellent follow up and documentation skills. Must be able to work and develop a positive relationship with customers of various size and complexity
Self-driven engaging individual with a proven history of demonstrated technical skills and leadership.
Ability to determine root cause of technical issues either on own or in a collaborative scenario. Strong problem-solving skills are necessary
Ability to ramp up quickly on new features and technologies around compliance
Knowledge of cloud-based technologies and able to explain why cloud computing is transforming positive change across industries
Must be able to manage time effectively and accurately maintain a weekly schedule of customer engagements
Must be comfortable with ambiguity and open to change while striving for clarity to drive positive business impact
Required Technical Skills
At least 2 years working experience in SecOps
Hands-on experience with Microsoft Information Protection and / or Microsoft Information Governance technologies
Proven experience configuring policies
Ability to trouble-shoot technical issues up through tier 2
Above all - the desire and ability to learn is key, and more important than previous experience with a long list of technologies
Ability to meet Microsoft, customer and / or government security screening requirements are required for this role. These requirements include, but are not limited to the following specialized security screenings : Microsoft Cloud Background Check : This position will be required to pass the Microsoft Cloud Background Check upon hire / transfer and every two years thereafter.