Technical Support Lead

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.

Within the Customer Experiences & Success organization (CE&S), Customer Service & Support (CSS) organization builds trust and confidence for every person and organization through delivering a seamless support experience. In CSS, we help customers and partners resolve their issues quickly, prevent future problems from occurring, and demonstrate new ways to achieve more from their Microsoft investment. Connected Customer Support Experience delivers connected support experiences to our customers to gain and maintain their trust.

Microsoft has a tremendous opportunity to exceed customer expectations and drive greater customer loyalty and trust, which leads to greater satisfaction, retention, and growth. The CE&S organization is looking for people with a passion for delivering customer success to help us build a future where customers come to us, not only because we provide industry-leading products and services, and also because we provide a differentiated and connected customer experience that is rooted in our commitment to delivering on customer outcomes.

As a Technical Support Lead you will be a trusted advisor, to our largest and most strategic customers at times where they are experiencing significant and complex technical challenges. You will be an orchestrator, bringing the best of Microsoft’s people, processes, and technical capabilities to enable account teams and Customer Success Account Managers (CSAMs) for a predefined period to understand customer support issues, agree on customer expectations, and develop strategic programs to deliver world class customer support outcomes.

This role may require travel to customer site to meet with Senior executives and manage a crisis situation being onsite.

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**:
Key Responsibilities:
This role manages highly complex levels of escalated problems, involving a broad range of technical issues. The TSL will ensure we understand customer needs and challenges in crisis, with the objective of resolving the crisis, helping to drive desired customer outcomes and providing prescriptive advice to customers to get to a well architected solution.

The Technical Support Leader (TSL) will oversee crisis situations, determine systemic issues and report to executives. The TSL also has the authority to use necessary Microsoft resources to solve critical situations. This person leads by example and sets the tone by creating an

appropriate sense of urgency and following through on promises. The TSL will assess and understand business impact, create an action plan and assign specific owners to ensure clear accountability and deadlines.

Other duties of the TSL include:
1. Building the vTeam: The TSL selects representatives from organizations such as support, engineering, account managers and architects, building a best in class team that will help expedite resolution of the situation.

2. Managing action and communication plans: The TSL uses project management skills to identify key outcomes, set up a schedule of activities, track progress, handle risk, and effectively communicate to all internal and external stakeholders.

3. Conducting analysis/Post Incident Review: After the critical issue is solved, the TSL examines the processes and factors involved to identify root causes, determine where normal escalation steps went wrong, and spot troublesome patterns of behaviour. The TSL then shares these findings with related internal teams who can help improve process and enhance operations in the future.

Success in this role will be measured by restoring customer confidence and trust, improving the support experience, and achieving best in class reactive support outcomes. This role requires an innate problem solver who can support multiple high-profile strategic accounts and orchestrate the shift from a reactive to a more proactive support experience. You will need to coach and enable account teams and customers, collaborate with Microsoft Engineering as required, and effectively manage customer escalations to resolution.

If you are a driven, results-oriented individual who is not afraid to challenge th