Cloud Solution Architect Mission Critical

Overview
With more than 45,000 employees and partners worldwide, the Customer Experience and Success (CE&S) organization is on a mission to empower customers to accelerate business value through differentiated customer experiences that leverage Microsoft's products and services, ignited by our people and culture. We drive cross-company alignment and execution, ensuring that we consistently exceed customers' expectations in every interaction, whether in-product, digital, or human-centered. CE&S is responsible for all up services across the company, including consulting, customer success, and support across Microsoft's portfolio of solutions and products. Join CE&S and help us accelerate AI transformation for our customers and the world.

The Global Customer Success (GCS) organization, an organization within CE&S, is leading the effort to enable customer success on the Microsoft Cloud by harnessing leading, AI-powered capabilities and human expertise to deliver innovation solutions that accelerate business value, drive operational excellence and nurture long term loyalty.

Are you looking for a role where you can interact directly with large enterprise customers to improve their Identity and Security related technologies? If so, we are looking for you

We are seeking a Cloud Solution Architect in the CSA Global Delivery organization with deep expertise in Identity and Security. 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.

The CSA Global Delivery team is a centralized group consisting of both full-time employees (FTEs) and Vendor CSAs dedicated to enhancing the customer's experience with Microsoft as they transition to hybrid/public cloud solutions.

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

• You will be planning and delivering proactive and reactive support including onsite presence as needed
• You will Identify and manage customer goals and SfMC opportunities to improve the quality, consumption, and health of the customer's solution.
• You will drive and participate in proactive delivery management: spot performance issues, analyze problems, and drive activities focused on stabilizing and optimizing your customer's solution.
• You will work with internal Microsoft support teams, account teams, product engineering and service engineering teams and other stakeholders to ensure a streamlined and efficient customer support experience.
• You will apply and share lessons learned for continuous process and delivery improvement for the customer and peers.
• You will engage in meetings with your customers and account teams to review Support for Mission Critical services, customer support issues, and articulate your Customer Success Plans.
• You will share and gain knowledge through technical communities.

Qualifications

• Bachelor's Degree in Computer Science, Information Technology, Engineering, Business, or related field AND 8+ years experience in cloud/infrastructure technologies, information technology (IT) consulting/support, systems administration, network operations, software development/support, technology solutions, practice development, architecture, and/or consulting
• OR Master's Degree in Computer Science, Information Technology, Engineering, Business, or related field AND 6+ years experience in cloud/infrastructure technologies, technology solutions, practice development, architecture, and/or consulting
• OR equivalent experience
• 4+ years experience working in a customer-facing role (e.g., internal and/or external)
• 4+ years experience working on technical projects
• Technical Certification in Cloud (e.g., Azure, Amazon Web Services, Google, security certifications)
• Threat protection, SIEM and Incident Response; Extended Detection and Response (XDR); Security Orchestration, Automation, and Response (SOAR); Security Operation Center Management; Identity and Access Management; Cloud Infrastructure; Cloud Security; Data Security; Certification in one or more of the following technologies preferred: Microsoft 365 Security Administrator, Microsoft Security Operations, Cloud Security, CCSP, CEH, OSCP, GSEC.

Preferred Microsoft Certifications

• SC-400 – The main Purview certification, it's beneficial but very few likely have it
• SC-100 – This one would be very valuable, as it means they have a good baseline Purview and broader M365 capabilities, easier to train the depth
• MS-102 – Expert cert for M365, should make it fairly easy to bring them up to speed on any required technical depth.
• SC-300 – This one is also useful, as if they have a good understanding of our identity platform which provides a good starting point to build on
• MS-900 – Solid baseline for M365
• SC-900 – Solid baseline for Microsoft Security
• Outstanding customer service skills with excellent oral and written communication skills as well as experience providing training to peers or customers.
• Strong interpersonal and leadership skills while working with diverse audiences including highly technical IT professionals, engineers, developers, and architects as well as executives and management professionals in both customer and Microsoft teams.
• Experience leading and driving projects as well as motivating others.
• Self-motivated, resourceful, and able to handle multiple responsibilities as a Microsoft Cloud Solution Architect
• Ability to develop strong strategic customer relationships that gain the trust and respect of customers.
• Ability to handle critical technical issues and work in difficult support situations.
• Ability to handle difficult or sensitive situations with customers.

This position will be open for a minimum of 5 days, with applications accepted on an ongoing basis until the position is filled.

Microsoft is an equal opportunity employer. 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 with religious accommodations and/or a reasonable accommodation due to a disability during the application process, read more about
requesting accommodations.