Cloud Solution Architect - Mission Critical Support

at  Microsoft

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.

REQUIRED QUALIFICATIONS

• 3+ years of experience in systems deployment, network operations, or IT consulting.
• Working experience with Microsoft Azure Cloud based solutions in large enterprise environments.

ADDITION SKILLS REQUIRED

• Ability to quickly build relationships and credibility with customers
• A passion for learning about and experimenting with new technologies
• Confidence in creating and delivering technical presentations, supportability reviews and training
• Knowledge of problem resolution processes, triaging issues and a willingness to participate in post-incident meetings to share that knowledge
• An interest in learning to read, interpret and/or develop technical specifications, action plans and support strategies
• Ability 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 professional
• Ability 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 Fundamentals
• SC-300: Microsoft Identity and Access Administrator

Citizenship & 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. Consistent with applicable law, all qualified applicants will receive consideration for employment without regard to age, ancestry, citizenship, color, family or medical care leave, gender identity or expression, genetic information, immigration status, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran or military status, race, ethnicity, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable local laws, regulations and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations

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.

RESPONSIBILITIES

• Participate in proactive account management, spot performance issues, analyze problems, develop solutions to meet customer needs, represent them
• Create deliverables to address common Microsoft Unified Support customer needs & support mobile-first, cloud-first strategy, share intellectual property with others
• Maintain, expand accreditations and certifications; assist in developing best practices for key technologies & products to support technical team readiness
• Consistently 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 customers