Customer Engineering

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 Identity and using best-in-class tools created by Microsoft? Are you looking for a role where you can interact directly with large enterprise customers for implementing Microsoft's identity solution spanning on-premises and cloud-based capabilities, creating a single user identity for authentication and authorization to all resources, regardless of location? Do you want to join one of Microsoft's fastest growing businesses? If so, we are looking for you

Support for Mission Critical is a team within Microsoft that provides solution-specific expertise designed to drive peak health and optimum performance of a customer’s most important solutions. As a key technical resource for the customer, you will be primarily focused on delivering proactive services 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.

This role is flexible in that you can work up to 50% 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**:

- Planning and delivering proactive and reactive support including onsite presence as needed (post Covid restrictions).
- Work within a larger virtual account team to strengthen customer relationships and work on mobile-first, cloud-first strategies for immediate and long-term service delivery plans.
- Identify and manage goals and opportunities across Identity and access management to improve/implement universal platform to manage and secure identities.
- Drive and participate in proactive delivery management, spot performance issues, analyze problems, and provide solutions to meet customer needs.
- Work with support teams, account teams, product engineering teams and other stakeholders to ensure a streamlined customer experience.
- Engage in meetings with customers and account teams to articulate service offerings.
- Share and gain knowledge through communities.
- Contribute to on-call rotations to ensure a high quality of service for the critical incidents created by Support for Mission Critical customers.

**Qualifications**:
Required Qualifications:
3+ years of Identity related experience with more than one of the following technologies:

- Active Directory Domain Services
- Active Directory Certificate Services
- Active Directory Federation Services
- Azure Active Directory

Other Qualifications:

- Experience with Microsoft Server products and implementation
- Certification in Microsoft or other Cloud Technologies or Security.
- Experience in integrating on-premises Active Directory with Azure AD (e.g., Azure AD Connect, Active Directory Federation Services).
- Envision and deploy modern identity solutions (e.g., Azure AD Multi-Factor Authentication, Azure AD Conditional Access, Azure AD Privileged Identity Management, Azure AD External Identities, Identity Governance, Azure AD Application Proxy).
- Basic understanding of Microsoft Security services (e.g., Microsoft Defender for Identity, Azure Information Protection, Microsoft Cloud App Security, Microsoft Advanced Threat Analytics, Azure Security Center, Azure Log Analytics).
- 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.
- Demonstrate strong interpersonal and communication skills, while working with diverse audiences including highly technical IT professionals, developers, architects, and executive account management

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