Digital Native Lead - Data

With over 18,000 employees worldwide, the Microsoft Customer Experience & Success (CE&S) organization is responsible for the strategy, design, and implementation of Microsoft’s end-to-end customer experience. Come join CE&S and help us build a future where customers come to us not only because we provide industry-leading products and services, but also because we provide a differentiated and connected customer experience.

Within CE&S, the Customer Service & Support (CSS) organization builds trust and confidence for every person and organization through delivering a seamless support experience. In CSS, we help customers and partners resolve their issues quickly, prevent future problems from occurring, and demonstrate new ways to achieve more from their Microsoft investment.

Applications & Infrastructure - the largest and fastest growing group in CSS - provides Microsoft’s commercial customers with timely technical expertise to address their business-critical challenges and partners with them to advance global, cross-cloud solutions that enable their people and empower the world.

In the Customer Service & Support (CSS) team we are looking for people with a passion for delivering customer success. As a Technical Support Engineer you will own, troubleshoot and solve highly complex customer technical issues. This opportunity will allow you to accelerate your career growth by honing your problem-solving, collaboration and research skills, and developing your technical proficiency.

The Digital Native Lead role is a customer-facing role and trusted account team member who works with the Digital Native customer and Customer Service and Support (CSS) engineers to manage complex, reactive support scenarios.

The goal of the Digital Native Lead role is to be the CSS customer advocate who will enable resolution of reactive issues and provide proactive guidance when possible.

This role is flexible in that you will be able to work from home at a very high percentage.

Microsoft’s mission is to empower every person and every organization on the planet to achieve more. As employees we come together with a growth mindset, innovate to empower others and collaborate to realize our shared goals. Each day we build on our values of respect, integrity, and accountability to create a culture of inclusion where everyone can thrive at work and beyond.

Responsibilities

Response and Resolution:

• Investigate and solve highly complex customer technical issues and serve as the technical escalation point of contact for other engineers to resolve cases and perform complex troubleshooting tools (e.g. debugging)
• Own and drive critical customer escalations for reactive support delivery
• Maintain and manage blockers or identified critical issues which require senior leadership decisions
• Engage with the account team to drive long running, high priority cases to successful closure
• In with account team, provide Service Health Metrics Reporting, highlighting risks for both parties
• Manage and monitor high risk cases, proactively working to remove blockers on cases flagged to prevent customer dissatisfaction.
• Own and drive any support experience improvement programs.
  
  

Readiness

• Take initiative in building communities with peer delivery roles and share knowledge through readiness programs, technical coaching and mentoring of others
• Deepen technical and professional proficiency to enable resolution of highly complex customer issues through training and readiness.
  
  

Product/Process Improvement

• Act as a trusted advisor to the product group/ engineering teams
• Drive Microsoft product, diagnostic and support process improvements
• Provide actionable insights based on incident data with flagged risks and current implementations/deployments to help Customers optimize their Microsoft infrastructure
• Champion customers to ensure correct resources are engaged and customer has management visibility if needed.
  
  

Business Integration

• Utilize business and technology insights to help shape strategy when engaging customers, partners, and teams.
• Guide account team in navigating the support organization successfully
  
  

Other

• Embody our Culture and Values.
  
  

Qualifications

Language Qualification

• English language required: confident in reading, writing and speaking.
• Having a good command of Portuguese OR Spanish languages will be considered as an asset.
  
  

Required/Minimum Qualifications

• Extensive experience with DBMS query languages, like SQL or Kusto query language (KQL)
• Proven experience supporting, deploying or managing native cloud applications
• Proven experience providing direct customer support for technical issues related to cloud applications and infrastructure
• AI experience or desire to expand AI skills desirable
• Ability to meet Microsoft, customer and/or government security screening requirements as these are required for this role. 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.
  
  

Preferred/Additional Qualifications

• Proven experience with start-ups or technical incubators with a mix of architecture and technical lead roles.
• Any experience providing development consulting or support or application development.
• Track record of supporting reliable, highly available and scalable cloud applications for customers.
• Clear articulation to management and teams on complex problems and resolutions.
  
  

Microsoft is an equal opportunity employer. Consistent with applicable law, all qualified applicants will receive consideration for employment without regard to age, ancestry, citizenship, color, family or medical care leave, gender identity or expression, genetic information, immigration status, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran or military status, race, ethnicity, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable local laws, regulations and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations.