Cloud Solution Architecture

With over 17,000 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.

Do you have a passion for SharePoint 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 stabilize and grow their collaboration and content management platforms? Do you want to join one of Microsoft's collaborative businesses? If so, we are looking for you

SfMC is a team sport, where we manage the support of multiple technologies and multiple products being used by our customers via a designated team under the leadership of the Mission Critical Customer Lead. The Customer Leads are engineers with in depth experience in one or two technologies. As a Customer Lead within SfMC, you will have the opportunity, to further expand your skill set, mastering new technologies and grow your leadership skills in your area of technical expertise.

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**:

- Develop an understanding of both business objectives and solution environment to build a strategy that helps Microsoft Mission Critical customers operate and optimize their environment. Plan and deliver proactive and reactive support including onsite presence as needed (alongside any Covid restrictions)
- Review, identify and manage opportunities and goals for improvement on customers solutions health, performance and availability
- Analyze trends and issues, drive and participate in proactive delivery management, spot performance issues, analyze problems, and provide solutions to meet customer needs.
- Leverage deep technical knowledge, experience and expertise to promptly remove blockers or escalate issues and share customer feedback across Microsoft as needed. Work with support teams, account teams, product engineering teams and other stakeholders to ensure a streamlined and connected customer experience.
- Engage in meetings with customers and account teams to articulate service offerings.
- Share and gain knowledge through communities.
- Volunteer to contribute to on-call rotations to ensure a high quality of service for the critical incidents created by Support for Mission Critical customers.
- Communicate with customers about Microsoft products and manage relationships with customers, internal Microsoft stakeholders and third-party vendors.
- Support and orchestrate a wide variety of activities, including reactive and proactive (remote & on-site support, post Covid restrictions) services in business critical situations.
- Available for occasional travel to a customer’s site and able to work remotely.

**Qualifications**:
SharePoint related experience with more than one of the following areas:
SharePoint Required Experience
- Experience in managing, maintaining, and migrating, enterprise SharePoint Server and/or SharePoint Online environments
- Experience in configuring Enterprise scale SharePoint environments.
- Experience in configuring Enterprise scale OneDrive deployments and configurations.
- Understanding how Microsoft 365 platform components interact with SharePoint Online.

Other Qualifications
- Experience in security, compliance, and governance of O365 content would be beneficial but not mandatory.
- Experience in Content Services would be beneficial but not mandatory.
- Strong troubleshooting skills and experience with SharePoint and SharePoint Online; secondary skills in SharePoint Development would be beneficial but not mandatory.
- Ability to handle customer critical issues and work in difficult situations.
- Demonstrate a strong ability to develop strategic ongoing customer relationships to gain the trust and respect of customers.
- Excellent customer service skills, good oral and written communication skills, proven ability to handle difficult and sensitive situations involving the most critical and politically charged customer situations, lead projects and motivate others.
- Certification in Microsoft and other Cloud Technologies.

Benefits/perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work.