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.

Within CE&S, the Customer Service & Support (CSS) organization builds trust and confidence for every person and organization through delivering a seamless support experience. In CSS, we are powered by Microsoft's AI technology to help consumers, businesses, partners, and more, resolve their issues quickly and securely, helping prevent future problems from occurring and achieving more from their Microsoft investment.

We are looking for an individual who is a service delivery focused subject matter expert. You will be responsible for frontline engineer or delivery partner support staff technical readiness and process compliance. You will provide in-depth technical & subject matter expertise for one or more products, services, or scenarios all while driving delivery excellence in a collaborative environment to achieve superior customer outcomes. Your primary accountability is to the support staff and managers on the teams you work with. This opportunity enables and promotes career growth as a recognized technical SME.

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

• Case Management (Delivery Excellence)

• Conducts in-depth case reviews and wellness checks to ensure case progression and resolution

• Acts as an escalation point and unblocks service delivery challenges
• Provides process and technical feedback to improve case handling

• Leads case triage meetings to share knowledge and optimize support

• Managing Collaboration Activities

• Facilitates cross-team collaboration to resolve complex technical issues

• Manages the swarming process to bring the right resources together quickly
• Coaches engineers on internal collaboration and community-building

• Works with stakeholders to drive top priority issue resolution

• Process Improvement

• Gathers and shares feedback to enhance support processes and tools

• Partners with managers and SDMs to plan and implement continuous improvements
• Identifies process flaws early and advocates for necessary changes

• Updates knowledge bases and evangelizes process best practices

• Readiness Development

• Assesses skill gaps and designs training plans for delivery partners and internal teams

• Supports readiness initiatives including mentoring, documentation, and knowledge sharing

• Collaborates with multiple stakeholders to implement readiness programs

• Supportability Activities

• Shares knowledge in internal communities and responds to engineering queries

• Engages in reactive/proactive collaboration via swarming and issue management
• Helps build communities across support roles to drive operational excellence
• Drives quality and efficiency improvements in partnership with delivery leaders

Qualifications
Required Qualifications:

• 2+ years in system development, network operations, software support, IT, consulting or technical troubleshooting experience
• Bachelor's degree in Information Technology (IT), Computer Science, Business Administration, Electrical Engineering, or Business Leadership
• Strong working experience on Mobile Device Management(MDM)/Intune OR equivalent experience

Language Qualifications

• Mandarin Language: fluent in reading, writing and speaking.
• Japanese Language: confident in reading and writing; moderate spoken Japanese skills
• English Language: confident in reading and writing; moderate spoken English skills

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