Digital Native 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 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 help customers and partners resolve their issues quickly, prevent future problems from occurring, and demonstrate new ways to achieve more from their Microsoft investment.

Applications & Infrastructure - the largest and fastest growing group in CSS - provides Microsoft’s commercial customers with timely technical expertise to address their business-critical challenges and partners with them to advance global, cross-cloud solutions that enable their people and empower the world.

In the Customer Service & Support (CSS) team we are looking for people with a passion for delivering customer success. As a Technical Support Engineer you will own, troubleshoot and solve highly complex customer technical issues. This opportunity will allow you to accelerate your career growth by honing your problem-solving, collaboration and research skills, and developing your technical proficiency.

The Digital Native Lead role is a customer-facing role and trusted account team member who works with the Digital Native customer and Customer Service and Support (CSS) engineers to manage complex, reactive support scenarios on all issues related to the Azure Platform itself.

The goal of the Digital Native Lead (Platform) role is to be the CSS customer advocate who will enable resolution of reactive issues and provide proactive guidance when possible

This role is flexible in that you will be able to work from home at a very high percentage.

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**:
Response and Resolution
- You own, investigate and solve highly complex customer technical issues and serve as an technical escalation point for other engineers to assist in resolving cases and perform complex troubleshooting tools (e.g. debugging).

Readiness
- You lead in building communities with peer delivery roles and share your knowledge through readiness programs, technical coaching and mentoring of others.
- You deepen your technical and professional proficiency to enable you to resolve highly complex customer issues, through training and readiness.

Product/Process Improvement
- You act as a trusted advisor to the product group/ engineering teams and drive Microsoft product, diagnostic and support process improvements.

Business Integration
- You use your business and technology insights to help shape strategy when engaging with customers, partners, and teams.

**Qualifications**:
Language Qualification

Portuguese OR Spanish Language: fluent in reading, writing and speaking. English Language: confident in reading, writing and speaking.

Required/Minimum Qualifications:

- Extensive technical support engineering experience with infrastructure as a service (IaaS) and platform as a service (PaaS).
- AI experience or desire to expand AI skills desirable

Preferred/Additional Qualifications:

- Proven experience with start-ups or technical incubators with a mix of architecture and technical lead roles.
- Hyper-Visor/Cloud/Networking Skills: Able to design, deploy and troubleshoot solutions based on the following: Azure or Amazon Web Services (AWS)
- Experience with scripting and automation
- Troubleshooting skills
- Track record of supporting reliable, highly available and scalable SAP architecture for customers.
- Ability to clearly articulate complex solutions and/or problems.

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.