Technical Support Lead

Join Microsoft as a Technical Support Lead

About the Role

Within the Customer Experiences & Success organization (CE&S), the Customer Service & Support (CSS) team is dedicated to building trust and confidence for every person and organization by delivering a seamless support experience. As a Technical Support Lead, you will play a crucial role in helping customers and partners resolve their issues quickly, prevent future problems, and demonstrate new ways to achieve more from their Microsoft investment.

Key Responsibilities

• Trusted Advisor: Act as a trusted advisor to our largest and most strategic customers during significant and complex technical challenges.
• Orchestrator: Bring together the best of Microsoft’s people, processes, and technical capabilities to enable account teams and Customer Success Account Managers (CSAMs) to understand customer support issues, agree on customer expectations, and develop strategic programs to deliver world-class customer support outcomes.
• Crisis Management: Oversee crisis situations, determine systemic issues, and report to executives. You will have the authority to use necessary Microsoft resources to solve critical situations.
• Building the vTeam: Assemble a best-in-class team to expedite resolution of the situation.
• Communication: Manage action and communication plans, identify key outcomes, set up a schedule of activities, track progress, handle risk, and effectively communicate to all internal and external stakeholders.
• Post-Incident Review: Conduct analysis after critical issues are solved to identify root causes and share findings with related internal teams to improve processes and enhance operations.

Qualifications

• Proven experience in system development, network operations, software support, IT, consulting, or technical troubleshooting experience (Cloud, Windows, and other technologies).
• Bachelor's Degree in Information Technology (IT), Computer Science, Business Administration, Electrical Engineering, or Business Leadership.
• Prior product, customer support, and/or technical support experience.
• Experience in project management and/or technical/IT consulting.
• Level 300 Certification in one or more Microsoft technologies.
• Fluent in English and at least one additional EMEA language.

Additional Requirements

• Master’s Degree in Information Technology (IT), Computer Science, Business Administration, Electrical Engineering, or Business Leadership.
• Depth of experience in one or more industries: Financial Services, Insurance, Manufacturing, Healthcare, Retail, or Government.
• Level 300 certifications in non-Microsoft technologies.

Why Microsoft?

Microsoft is an equal opportunity employer. We believe in empowering every person and every organization to achieve more. Our culture encourages curiosity and embraces diversity. We are committed to delivering on customer outcomes and providing a differentiated and connected customer experience.

This role may require 25%-50% travel to customer sites to meet with senior executives and manage crisis situations onsite. If you are a driven, results-oriented individual who thrives in high-pressure environments, this role is for you.