Response and Resolution: You own, investigate and solve customer technical issues. You collaborate within and across teams, leveraging troubleshooting tools and practices. Readiness: You lead or participate in building communities with peer delivery roles and, where appropriate, share your knowledge. You develop specific technical and professional proficiency to enable you to resolve customer issues, through training and readiness.
Responsibilities
Response and Resolution: You own, investigate and solve customer technical issues. Deliver consistent, high-quality support experiences aligned with CPE (Customer and Partner Experience) goals and response time SLAs. Collaborate across teams (Product Group, Engineering, CSS, Field, etc. Identify process, tooling, or training gaps and propose improvements for better issue resolution. Support readiness efforts by engaging with internal training programs, mentoring, and contributing to knowledge-sharing. Participate in or lead community-building efforts around specific technologies or workloads. Contribute to automation, self-help content, and case deflection initiatives.
Required Qualifications
Bachelor's degree in Computer Science, Information Technology (IT), or related field AND 5 years of technical support, technical consulting experience, or information technology experience o OR 4+ years of technical support, technical consulting experience, or information technology experience. English Language: fluent in reading, writing and speaking. Demonstrable troubleshooting skills and strong analytical, problem solving and decision-making skills. Strong communications skills - fluent in spoken and written English Azure Fundamentals certification, familiarity with Azure and/or compete cloud products. Knowledge of Excel: pivot tables, filters & look-up function. Leadership - handling challenging and politically charged customer situations. Ability to conduct effective, polished interactions with customers to gather information quickly & comprehend issues; explain customer responsibilities in resolving issues; communicate next steps and status; and inspire confidence.
Original Posting
This role is sourced from Microsoft. Apply on Microsoft careers page