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About the Role: As a Technical Support Lead at Microsoft, you will be a trusted advisor to our largest and most strategic customers, providing expert technical guidance and support during times of complex technical challenges. Your role will involve working closely with account teams and Customer Success Account Managers to understand customer support issues, agree on customer expectations, and develop strategic programs to deliver world-class customer support outcomes.
Main Responsibilities:
- Provide technical expertise and support to customers experiencing complex technical challenges, leveraging deep knowledge of Microsoft cloud technologies such as Azure, Identity, M365, CoPilot, Security, and Management.
- Work closely with account teams and Customer Success Account Managers to understand customer support issues, agree on customer expectations, and develop strategic programs to deliver world-class customer support outcomes.
- Manage highly complex levels of escalated problems, involving a broad range of technical issues.
- Develop and implement strategic programs to deliver world-class customer support outcomes, including identifying and addressing customer pain points and developing solutions to meet their needs.
- Collaborate with cross-functional teams, including engineering, product, and sales, to ensure seamless support experiences for customers.
Requirements:
- Deep knowledge of Microsoft cloud technologies, including Azure, Identity, M365, CoPilot, Security, and Management.
- Strong technical expertise and problem-solving skills, with the ability to manage complex technical issues.
- Excellent communication and interpersonal skills, with the ability to work effectively with customers, account teams, and cross-functional teams.
- Ability to work in a fast-paced, dynamic environment, with a strong focus on delivering results and meeting customer expectations.
