Overview
USD 103,800.00 - 200,300.00 per year
Full Time
Skills
Customer Experience
Customer Engagement
Innovation
Pivotal
Machine Learning (ML)
Conflict Resolution
Problem Solving
Microsoft Azure
Artificial Intelligence
Collaboration
Accountability
Knowledge Base
Customer Facing
Mentorship
Content Creation
Quality Assurance
Customer Service
Process Improvement
Product Optimization
Workflow
Computer Science
IT Consulting
Information Technology
Technical Support
Internal Communications
IC
Integrated Circuit
Legal
Recruiting
Microsoft
Cascading Style Sheets
Desktop Publishing
Data Transfer Process
Job Details
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.
Empowering customers to harness the full potential of Azure AI by delivering world-class support for Azure Machine Learning, Azure OpenAI, and Cognitive Services. We help to support enterprises to resolve complex challenges, drive AI innovation, and ensure seamless adoption of cutting-edge AI solutions. Our mission is to provide expert guidance, proactive solutions, and an exceptional support experience that accelerates customer success in the AI-driven world.
The Microsoft CSS Azure AI team plays a pivotal role in delivering world-class support for Azure Machine Learning, Azure OpenAI, and Cognitive Services. As a key technical expert, you will help enterprise customers overcome complex challenges, optimize AI workloads, and accelerate their AI adoption. This role requires deep technical expertise, problem-solving skills, and a passion for customer success. You will collaborate with engineering teams, influence product improvements, and ensure customers maximize the value of Azure AI 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:
Response and Resolution
Qualifications:
Required/Minimum Qualifications
Certain roles may be eligible for benefits and other compensation. Find additional benefits and pay information here: ;br>
Microsoft will accept applications for the role until June 11, 2025.
Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request via the Accommodation request form .
Benefits/perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work.
#CES #CSS #DTP #AInG
Empowering customers to harness the full potential of Azure AI by delivering world-class support for Azure Machine Learning, Azure OpenAI, and Cognitive Services. We help to support enterprises to resolve complex challenges, drive AI innovation, and ensure seamless adoption of cutting-edge AI solutions. Our mission is to provide expert guidance, proactive solutions, and an exceptional support experience that accelerates customer success in the AI-driven world.
The Microsoft CSS Azure AI team plays a pivotal role in delivering world-class support for Azure Machine Learning, Azure OpenAI, and Cognitive Services. As a key technical expert, you will help enterprise customers overcome complex challenges, optimize AI workloads, and accelerate their AI adoption. This role requires deep technical expertise, problem-solving skills, and a passion for customer success. You will collaborate with engineering teams, influence product improvements, and ensure customers maximize the value of Azure AI 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:
Response and Resolution
- Reviews complex issues (e.g., multiple components of a product) and contacts customers to understand issue. Ensures customers stay informed as to the statsolution of their issue. Utilizes troubleshooting tools (e.g., event logs, performance traces) to help resolve customer issues.
- Acts as an advisor to the customer and handles complex, repeatable, or escalated cases that may become politically charged. Creates technical articles or knowledge base (e.g., edits or creates news/ knowledge-base articles) that is internal or customer facing for better customer understand. Provides best practices and education to ensure customer understands the problem in order to proactively resolve potential issues in the future.
- Performs complex product troubleshooting and remediation when needed. Works alongside the development teams to drive incident resolution for configuration, code, or other service deficiencies impacting customers. Analyzes patterns of problems and identifies workflows to optimize support engineering delivery for a team or region level.
- Collaborates on cross-team and cross-product technical issues by working with resources from other groups including support engineering groups, product groups, services team, and account team as needed to resolve complex customer issues.
- Implements end-to-end readiness programs (e.g., mentoring, leading triages, content creation, brown bag sessions, blogs, quality assurance checks, writes technical articles) and contributes to the content and readiness strategy. Mentors Technical Support Engineers or members from other teams outside of Customer Service and Support (CSS). Develops expert level competence on support topics.
- Provides feedback to more senior engineers or serviceability team on functionality of products based on engagements with customers. Provides feedback to the product group for product improvement. Leverages overall product knowledge to determine if and when features require enhancements.
- 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.
- Participates in case triage meetings and/or case discussions to share knowledge with other engineers and contribute to more rapid customer solutions. Utilizes learnings from triage meetings to identify and communicate readiness needs to manager or readiness team.
- Implements strategic business decisions with customers, partners, and teams to increase market share. Influences peers to implement strategy.
Qualifications:
Required/Minimum Qualifications
- Bachelor's Degree in Computer Science, Information Technology (IT), or related field AND 5+ years of technical support, technical consulting experience, or information technology experience OR 7+ years of technical support, technical consulting experience, or information technology experience.
- Microsoft Technology Certifications
Certain roles may be eligible for benefits and other compensation. Find additional benefits and pay information here: ;br>
Microsoft will accept applications for the role until June 11, 2025.
Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request via the Accommodation request form .
Benefits/perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work.
#CES #CSS #DTP #AInG
Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.