Overview
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.
The Global Customer Success (GCS) organization, an organization within CE&S, is leading the effort to enable customer success on the Microsoft Cloud by harnessing leading, AI-powered capabilities and human expertise to deliver innovation solutions that accelerate business value, drive operational excellence and nurture long term loyalty.
Support for Mission Critical is a team within Microsoft that provides solution-specific expertise designed to drive peak health and optimum performance of a customer's most important solutions. As a key technical resource for the customer, you will be primarily focused on delivering proactive services such as education workshops, delivering assessments, and providing tailored guidance. Troubleshooting skills are essential as this role will include working with Microsoft Support to expedite incident resolution.
As a CSA you will be a key technical resource for the customer, primarily focused on delivering proactive services to ensure our customers Mission Critical Solutions are in top operational health. These services will include deliveries such as education workshops, delivering assessments and providing tailored guidance. Troubleshooting skills are essential as this role will include working with Microsoft Support to expedite incident resolution. The role can include a mixture of short and long-term customer engagements.
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
We provide technical direction to our customers who are deploying, maintaining or innovating solutions using the latest technology. We enable our customers to have the skills to deploy, support and maintain their Mission Critical environment in line with Microsoft recommended practices.
The ideal candidate will have the ability to combine their technical passion, creativity and customer focus to deliver great solutions to their customers and ensure they get the best out of our technologies and solutions.
Responsibilities
* Deliver mission‑critical support services for customers running high‑impact, business‑critical workloads.
* Partner closely with solution architects, customer success, support, engineering, and other stakeholders to provide a seamless, end‑to‑end customer experience.
* Lead proactive resiliency engagements for priority workloads, with a focus on reliability, security, supportability, manageability, and observability.
* Drive accelerated incident resolution by maintaining visibility of critical incidents and ensuring effective root cause analysis and actionable recommendations.
* Support the onboarding and enablement of customer‑owned monitoring and observability solutions to improve operational insight and customer outcomes.
* Provide cross‑team leadership by clarifying roles, responsibilities, and escalation paths across account and support teams.
* Coordinate proactive monitoring and incident resolution activities to ensure continuity and alignment across workstreams.
* Maintain and contribute to up‑to‑date technical knowledge resources, sharing incident learnings and recommendations through clear, structured documentation.
Qualifications
Minimum required Qualifications:
* Bachelor's Degree in Computer Science, Information Technology, Engineering, Business, Liberal Arts, or related field AND 4+ years experience in cloud/infrastructure technologies, information technology (IT) consulting/support, systems administration, network operations, software development/support, technology solutions, practice development, architecture, and/or consulting OR equivalent experience.
* Proven experience with Dynamics 365 Finance & Operations (mandatory)
* 5+ years' hands‑on experience working with Dynamics 365 Finance
Strong technical breadth with deep expertise in one or more of the following:
* Designing and implementing Dynamics 365 Finance extensions
* Designing and implementing Dynamics 365 Supply Chain Management extensions
* Designing and implementing Dynamics 365 Commerce extensions
* Designing and implementing integrations with Dynamics 365 Finance or Supply Chain Management.
Addition requirements
* Demonstrated ability to build trusted, long‑term customer relationships through consistent and strategic engagement.
* Proven capability to manage and resolve critical technical issues in complex, high‑pressure support environments.
* Exceptional customer service skills, with strong verbal and written communication abilities.
* Experience delivering technical training or enablement to customers or peers is highly regarded.
* Knowledge of additional Dynamics 365 technologies, including Dynamics 365 CE and Power Platform, is preferred but not required
This position will be open for a minimum of 5 days, with applications accepted on an ongoing basis until the position is filled.
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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.