Join our dynamic team focused on accelerating customer success and driving business growth through expert technical support. We are a collaborative group that unites product, engineering, marketing, sales, and customer success to ensure our clients achieve maximum value from their investments. Our mission is to deliver world-class, AI-powered customer experiences that foster adoption, enhance loyalty, and build sustainable competitive advantages.

Within the Customer Service & Support (CSS) organization, we are dedicated to building trust and confidence by providing seamless support. Leveraging Microsoft's AI technology, we empower consumers, businesses, and partners to resolve issues efficiently, prevent future problems, and maximize their Microsoft investments.

We seek a service-focused subject matter expert to enhance the technical readiness and process compliance of our frontline support staff and delivery partners. This role offers significant growth opportunities as a recognized technical expert, allowing you to provide in-depth expertise across various products and services while fostering delivery excellence and superior customer outcomes.

- Drive engineer readiness through skills-gap analysis and product needs to ensure timely case resolution. - Conduct case reviews and customer wellness checks, ensuring process compliance and efficient progression of complex technical issues. - Mentor engineers to improve cross-team and cross-technology collaboration. - Contribute to customer self-help resources by providing input on common pain points and developing troubleshooting guides for volume deflection. - Collaborate with stakeholder teams to offer feedback for product and process enhancements.

- A Bachelor's Degree in Information Technology (IT), Computer Science, Business Administration, Electrical Engineering, or Business Leadership, coupled with at least 3 years of experience in system development, network operations, software support, IT, consulting, or technical troubleshooting. - Alternatively, 4+ years of experience in system development, network operations, software support, IT, consulting, or technical troubleshooting, or equivalent experience. - Minimum of 3 years of experience in product, customer support, and/or technical support, with current working experience in Copilot skills. - Fluency in English, both written and spoken. An additional requirement is confidence in reading, writing, and speaking English, or fluency in German, French, and Italian alongside confident English communication. - Must be able to meet Microsoft, customer, and/or government security screening requirements, including the Microsoft Cloud Background Check.