Effectively leverage tools, telemetry, and deep product expertise as you resolve complex technical issues faced by our customers in critical environments. Flag product defects, feature gaps, usage patterns from direct patterns observed from customer usage that contribute to product and product quality. Help implement automation of complex solutions for the team. Gather feedback from customers and partners to learn ways in which they use our service and identify feature and knowledge gaps, miscon…
Responsibilities
Partner with software engineering and production support teams to resolve customer issues in a timely manner. Partner with Software Engineering to review architecture/design and provide feedback and guidance as it relates to customer experience, support & customer impact on an ongoing basis. Engage with critical customer accounts to provide Mission Critical Support to them as they leverage Intune to manage critical workloads Drive bugs/DCRs stemming from product usage directly with Software Engineering - enable them to plan, prioritize and close key customer issues and asks. Voice of the Customer: Identify trends that generate customer calls, review community data, and use that data to drive improvements back into the product Identify content improvement opportunities and develop troubleshooting guides that drive efficiency and support efficacy. Drive process improvements within the team and the larger organization as a whole - document and drive continuous process improvements. Lead supportability and troubleshooting availability of the service as applicable. Define metrics and analyze system performance Experiment and build with AI and agentic AI on identified opportunities to simplify problem solving and amplify positive customer experience Strong sense of ownership and Customer obsession - Passion for customers and drive to help them succeed with our products. Experience with Client-Side Support, Hardware/OS, and Networking. Experience with iOS and Android devices and managing these operating systems, devices at enterprise scale.
Original Posting
This role is sourced from Microsoft. Apply on Microsoft careers page