Job Description

With more than 45,000 employees and partners worldwide, the Customer Experience and Success (CE&S) organization is on a mission to empower customers to accelerate business value through differentiated customer experiences that leverage Microsoftxe2x80x99s products and services, ignited by our people and culture. We drive cross-company alignment and execution, ensuring that we consistently exceed customersxe2x80x99 expectations in every interaction, whether in-product, digital, or human-centered. CE&S is responsible for all up services across the company, including consulting, customer success, and support across Microsoftxe2x80x99s portfolio of solutions and products. Join CE&S and help us accelerate AI transformation for our customers and the world.
Within CE&S, the Customer Service & Support (CSS) organization builds trust and confidence for every person and organization through delivering a seamless support experience. In CSS, we are powered by Microsoftxe2x80x99s AI technology to help consumers, businesses, partners, and more, resolve their issues quickly and securely, helping prevent future problems from occurring and achieving more from their Microsoft investment.
We are looking for an individual who is a service delivery focused subject matter expert. You will be responsible for frontline engineer or delivery partner support staff technical readiness and process compliance. You will provide in-depth technical & subject matter expertise for one or more products, services, or scenarios all while driving delivery excellence in a collaborative environment to achieve superior customer outcomes. Your primary accountability is to the support staff and managers on the teams you work with. This opportunity enables and promotes career growth as a recognized technical SME.
This role is Microsoft onsite only.
Microsoftxe2x80x99s 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:

• Team Readiness & Development: You will ensure timely case resolution by driving engineer readiness based on skills-gap analysis and product needs.
• Case Management (Delivery Excellence): You will perform case reviews and customer wellness checks; ensure process compliance and progression of cases to help solve increasingly complex technical issues.
• Managing Collaborative Activities: Mentor engineers to be more effective collaborators (cross-team and cross-technologies/lines of business).
• Supportability Activities: You will contribute to customer self-help and volume deflection initiatives through activities like input on top pain areas and producing troubleshooting guides/readiness content to help with volume deflection.
• Process Improvement: Collaborate with stakeholder teams to provide product and process improvement feedback.

Qualifications:
Required Qualifications:

• 4+ years in system development, network operations, software support, IT, consulting or technical troubleshooting experience

o OR Bachelor''s degree in Information Technology (IT), Computer Science, Business Administration, Electrical Engineering, or Business Leadership AND 3+ years in system development, network operations, software support, IT, consulting or technical troubleshooting experience.

• 3+ years of prior product, customer support and/or technical support experience

o OR equivalent experience
Language Qualification
English Language: fluent in reading, writing and speaking.
Ability to meet Microsoft, customer and / or government security screening requirements are required for this role. These requirements include, but are not limited to the following specialized security screenings: Microsoft Cloud Background Check: This position will be required to pass the Microsoft Cloud Background Check upon hire / transfer and every two years thereafter.
Technical Skills & Knowledge to Support Your Growth
This is a great opportunity for early-in-career professionals or recent graduates with a strong interest in technology, Identity, and cloud services. While prior hands-on experience is not required, familiarity with or a willingness to learn the following areas will support a successful onboarding experience:

• Basic understanding of networking concepts (e.g., IP addresses, DNS, HTTP/S)
• Foundational knowledge of operating systems such as Windows Server and Active Directory
• Interest in learning about cloud-based identity services, such as Microsoft Entra ID (Azure Active Directory)
• Understanding the purpose of authentication and authorization, and how organizations manage access to systems and applications
• Willingness to explore modern authentication protocols (e.g., OAuth2, OpenID Connect, SAML)
• An analytical mindset with the ability to troubleshoot and logically assess issues, even in unfamiliar or ambiguous situations
• Familiarity with or curiosity about cloud platforms (Microsoft Azure, AWS, or Google Cloud) is considered an asset

We are looking for candidates who demonstrate strong communication skills, a commitment to continuous learning, and a passion for customer success. You'll receive structured onboarding, mentorship, and access to technical training to support your career development in the Identity and Security space.
Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request via the . '