Remote Cloud Solution Architecture - Azure IaaS

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.

The Global Customer Success (GCS) organization is leading the effort to create the desired customer experience through support offer creation, driving digital transformation across our tools, and delivering operational excellence across CE&S.

Do you have a passion for Azure IaaS and using best-in-class tools created by Microsoft? Are you looking for a role where you can interact directly with large enterprise customers to improve the stability and performance of the solutions they are deploying in Azure? Do you want to join one of Microsoft''s fastest growing businesses? If so, we are looking for you!

Support for Mission Critical is a team within Microsoft that provides solution-specific expertise designed to drive peak health and optimum performance of a customer’s most important solutions. As a key technical resource for the customer, you will be primarily focused on delivering proactive services such as education workshops, delivering assessments, and providing tailored guidance. Troubleshooting skills are essential as this role will include working with Microsoft Support to expedite incident resolution.

This role is flexible in that you can work up to 100% from home.

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

Main Responsibilities

• Planning and delivering proactive and reactive support including onsite presence as needed (post Covid restrictions).
• You will collaborate with a larger customer account team to fortify customer relationships and devise cloud-first strategies. Simultaneously, you'll engage with internal Microsoft support, account, product engineering, service engineering teams, and stakeholders to ensure streamlined and efficient customer support experience.
• You will Identify and manage customer goals and SfMC opportunities across Azure IaaS to improve the quality, consumption, and health of the customer’s solution.
• You will actively drive proactive delivery management, identify performance issues, analyze problems, and lead initiatives to stabilize and optimize your customer's solution while applying and sharing learned lessons for continuous improvement in processes and delivery for both customers and peers.
• You will engage in meetings with your customers and account teams to review Support for Mission Critical services, customer support issues, and articulate your Customer Success Plans.
• Need to demonstrate the ability to develop strong strategic customer relationships that gain the trust and respect of customers and to handle critical technical issues and work in difficult support situations.
  
  

Qualifications

Minimum Qualifications

• Solid Azure IaaS related experience is required. Breadth of technical experience and knowledge, with depth / Subject Matter Expertise in one or more of the following Azure IaaS areas is expected:
• Storage
• Networking
• Compute
• Automation
• KQL and resource graph understanding
• High availability and disaster recovery features for IaaS components.
• Experience with Azure PaaS, WVD, Identity, or Azure Security offerings is a plus.
• Fluency in English both written and spoken is required
  
  

Additional Qualifications

• Experience in systems management, network operations, software support, IT consulting, or related roles.
• Solid understanding of client/server, networking, and Internet technologies fundamentals.
• Must have outstanding customer service skills with excellent oral and written communication skills as well as experience providing training to peers or customers.
• Must demonstrate strong interpersonal and leadership skills while working with diverse audiences including highly technical IT professionals, engineers, developers, and architects as well as executives and management professionals in both customer and Microsoft teams.
• Must have experience leading and driving projects as well as motivating others.
• Must be self-motivated, resourceful and able to handle multiple responsibilities as a Microsoft Cloud Solution Architect and Support for Mission Critical professional
• Need to demonstrate the ability to develop strong strategic customer relationships that gain the trust and respect of customers.
• Need the ability to handle critical technical issues and work in difficult support situations.
• Need a proven ability to handle difficult or sensitive situations with exasperated customers.
• Certification in Microsoft and other Cloud Technologies.
  
  

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.