Job Description
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.Microsoft Customer Success Unit is looking for a Cloud Solution Architect to join our Mission Critical Support team. In this role you will be working with customers and partners building, deploying, operating, and optimizing large complex enterprise environments. You will also be responsible for customer satisfaction, deployment, adoption, and support of enterprise Microsoft deployments.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:As a CSA you will be a key technical resource for the customer, primarily focused on delivering proactive services to ensure our customers Mission Critical Solutions are in top operational health. These services will include deliveries 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. The role can include a mixture of short and long-term customer engagements.This role is flexible in that you can work up to 50% from home.ResponsibilitiesParticipate in proactive account management, spot performance issues, analyze problems, develop solutions to meet customer needs, represent themCreate deliverables to address common Microsoft Unified Support customer needs & support mobile-first, cloud-first strategy, share intellectual property with othersMaintain, expand accreditations and certifications; assist in developing best practices for key technologies & products to support technical team readinessConsistently apply “lessons learned”, model personal accountability & teamwork.Contribute & participate with meetings to articulate Microsoft Mission Critical Support offerings to all customers; share knowledge thru communities and adapt for customersQualifications:Required Qualifications3+ years of experience in systems deployment, network operations, or IT consulting.Working experience with Microsoft Azure Cloud based solutions in large enterprise environments.At least 3 years of security related experience with one or more of the following security domain technologies:AzureAzure Security for Infrastructure, Databases, Networking, Virtual MachinesAzure Key VaultMicrosoft Defender for IdentityTroubleshooting of data logging and audit, security monitoringAzure Governance and ComplianceAzure SentinelAzure Security centerMicrosoft 365 SecurityMicrosoft Defender for Office 365Microsoft Defender for EndpointComplianceRecords ManagementeDiscovery/Advanced eDiscoveryData Loss PreventionInformation GovernanceInformation ProtectionInsider Risk ManagementSecurityAdvanced HuntingSimulation TrainingThreat AnalyticsInvestigationsAddition skills requiredAbility to quickly build relationships and credibility with customersA passion for learning about and experimenting with new technologiesConfidence in creating and delivering technical presentations, supportability reviews and trainingKnowledge of problem resolution processes, triaging issues and a willingness to participate in post-incident meetings to share that knowledgeAn interest in learning to read, interpret and/or develop technical specifications, action plans and support strategiesAbility to build trust to drive change with customersExcellent organization and planning skills * Outstanding customer service skills with excellent oral and written communication skills as well as experience providing training to peers or customers.Self-motivated, resourceful and able to handle multiple responsibilities as a Microsoft Cloud Solution Architect and Support for Mission Critical professionalAbility to handle critical technical issues and work in difficult support situations.Proven ability to handle difficult or sensitive situations with exasperated customers.We would also expect you to be able to pass the following Azure Certifications in the first 12 months of employment with us, if you do not already hold them:AZ-900: Microsoft Azure FundamentalsSC-300: Microsoft Identity and Access AdministratorCitizenship & Citizenship Verification: This position requires verification of Australian citizenship due to citizenship-based legal restrictions. Specifically, this position supports United States federal, state, and/or local Australian government agency customers and is subject to certain citizenship-based restrictions where required or permitted by applicable law. To meet this legal requirement, citizenship will be verified via a valid passport.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 .Microsoft
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