Overview

Our new Technical Customer Lead is a customer‑aligned engineering role responsible for delivering proactive and reactive technical support services to Microsoft’s most strategic customers, driving deep engineering engagement, and building trusted relationships that accelerate the value of Microsoft 365 services.

We have recently launched in market an exciting and new Mission Critical Service for M365 offering where your role would be leading critical and complex case handling, provide early awareness and service insights, and act as customer advocates by amplifying feedback to product engineering to influence product improvements.

The role combines customer obsession and technical depth with operational excellence—owning engineering incident and change‑management interactions, standardising engagement processes, delivering measurable customer impact on the overall platform operational experience. With a solid focus on Copilot success, M365 core services and evolving engineering‑driven support models,you would play a key role in shaping customer experience, strengthening supportability, contributing to our mission of proactive service excellence, and partnering with engineering teams to help guide M365 product direction and roadmap. This is an amazing opportunity early in our offering lifecycle to help us navigate evolving customer needs as they transform with AI and to help shape the future of a great M365 platform experience. If you have passion and energy for delivering amazing customer experiences combined with an engineering mindset, that has global impact, come join our team.

Responsibilities

• Handles complex escalations on customer issues often with Customer and Engineering Executive level visibility.
• Acts as a voice of customers (VOCs) to directionally inform relevant product groups on customers product experience and usage. Partners with Product Group and component teams to prioritize, unblock, and resolve complex customer issues.
• Identifies and utilizes engineering tools, customer telemetry and/or direct customer input to flag the patterns of defects/signals in the products or products misuse, or issues across assigned customer portfolio.
• Gathers and synthesizes feedback from assigned strategic customers to learn ways in which customers use the product and identify feature and knowledge gaps misconfigurations, metrics, and key performance indicators (KPIs) in the current product.
• Proactively conducts health checks to ensure customer environment is optimized and configured for deployment, including all complex pending issues are resolved.
• Lead and contribute your ideas and innovation to help evolve our new Mission Critical for M365 offering and programs to advance our collective capabilities.
• Perform engineering on-call duties when scheduled - approx 2-3 two-week rotations per year.

Qualifications Required Qualifications:

• Bachelor's Degree in Engineering, Computer Science, Information Technology (IT), Data Analytics/Science, Artificial Intelligence (AI), or related field AND demonstrated years experience in technology industry, cloud, technical support, and/or customer experience engineering OR equivalent experience.
• Experience in a customer facing role.

Other Requirements:

Ability to meet Microsoft, customer and/or government security screening requirements are required for this role. These requirements include but are not limited to the following specialized security screenings:

Microsoft Cloud Background Check:

This position will be required to pass the Microsoft Cloud background check upon hire/transfer and every two years thereafter.

Preferred Qualifications:

• Bachelor's Degree in Engineering, Computer Science, Information Technology (IT), Data Analytics/Science, Artificial Intelligence (AI), or related field AND demonstrated experience in the technology industry, cloud, technical support, and/or customer experience engineering
• Customer facing experience.
• Proven history of customer-obsession, including blog posts, how-to videos, MVP
• Certification in Microsoft and/or competing Cloud Technologies strongly preferred.
• Certification in AI related programs such as AB-900, AI-900 or similar
• Understanding of and ability to migrate from various third-party platforms to Microsoft 365

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.