We are seeking a highly skilled Technical Support Lead to join our Customer Service & Support organization at Microsoft. As a Technical Support Lead, you will be a trusted advisor to our largest and most strategic customers, providing expert technical support and guidance to help them overcome complex technical challenges.

• Provide technical support and guidance to customers on Microsoft products and services, including Cloud, Azure, Identity, M365, CoPilot, Security, and Management.
• Develop and implement strategic programs to deliver world-class customer support outcomes, working closely with account teams and Customer Success Account Managers (CSAMs).
• Manage highly complex levels of escalated problems, involving a broad range of technical issues, and ensure that customer needs and challenges are understood and addressed.
• Lead by example, setting the tone for a sense of urgency and following through on promises, and assess and understand business impact, create an action plan, and assign specific owners to ensure clear accountability and deadlines.
• Build and lead a best-in-class team to help expedite resolution of situations, manage action and communication plans, and conduct analysis and post-incident reviews to identify root causes and improve processes.

• Proven experience in system development, network operations, software support, IT, consulting, or technical troubleshooting experience, with a strong understanding of 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, with a strong track record of delivering results in fast-paced, dynamic environments.
• Level 300 Certification in one or more Microsoft technologies, and experience in customer engagements with CTO/CIO/IT director-level stakeholders.
• Fluent in English and at least one additional EMEA language.

Microsoft is an equal opportunity employer, committed to diversity and inclusion. We believe that every individual deserves to be treated with respect and dignity, and we strive to create a workplace that is inclusive and welcoming to all.