With over 17,000 employees worldwide, the mission of the Customer Experience & Success (CE&S) organization is to empower customers to accelerate business value through differentiated customer experiences that leverage Microsoft’s products and services, ignited by our people and culture. Come join CE&S and help us build a future where customers achieve their business outcomes faster with technology that does more.

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.

Acts as an advisor to the customer and handles complex, repeatable or escalated cases that may become politically charged.

Performs complex product troubleshooting and remediation when needed.

Collaborates on cross team and cross product issues working with resources from other product groups as needed.

Implements end to end Readiness programs and contributes to the content and readiness strategy.

Engages with Engineering team to investigate product bugs, provides business impact and collaborates with appropriate stakeholders and senior team members on fixes.

Contributes to and/or develops automation techniques and diagnostic tools to improve cross group effectiveness

Translates feedback and creates processes and workflows for case resolution.

Participation in case triage meetings and case discussions to share knowledge with other engineers and contribute to more rapid customer solutions.

Implements strategic business decisions with customers, partners and teams to increase market share.

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.