About this role

Overview The Customer & Commercial Success (CCS) organization, is the connected engine that turns Microsoft’s commercial strategy into execution at scale — making it simpler and faster for the field to win for every customer, in every segment, region, and role. The organization brings together planning, landing, execution excellence, services portfolio and delivery, and field activation to accelerate customer value, drive growth, and strengthen the end-to-end experience across every customer moment.Do you have a passion for Azure and using best-in-class tools created by Microsoft? Are you looking for a role where you can interact directly with large enterprise customers to improve the stability and performance of the solutions they are deploying in Azure? Do you want to join one of Microsoft's fastest growing businesses? If so, we are looking for you! 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 resolutionMicrosoft’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 • Drive Strategic Customer Success & Business Outcomes: Lead highly complex customer engagements by delivering secure, resilient, AI-enabled solutions, removing blockers, managing risks, resolving executive-level escalations, and accelerating adoption, consumption, and long-term business value realization.• Influence Customer Strategy & Executive Decision-Making: Serve as a trusted advisor to C-suite leaders and technical decision-makers, shaping technology strategy, advocating for innovative solutions, aligning Microsoft capabilities to business outcomes, and driving transformation through strategic guidance and industry expertise.• Champion the Customer & Expand Business Opportunities: Act as the voice of the customer across Microsoft, influencing product direction, solution roadmaps, and service offerings while proactively identifying cross-solution growth opportunities, driving consumption expansion, and strengthening customer and partner relationships.• Provide Global Thought Leadership & Organizational Impact: Lead technical communities, mentor and develop talent, drive innovation and intellectual property creation, influence Microsoft frameworks and methodologies, and represent Microsoft's technology vision through industry events, executive engagements, and scalable best practices.• Plan and deliver proactive and reactive support including onsite presence as needed. • Work within a larger virtual account team to strengthen customer relationships and work on mobile-first, cloud-first strategies for immediate and long-term service delivery plans. • Identify and manage goals and opportunities across Azure to improve customer solution health, performance, and availability. • Drive and participate in proactive delivery management, spot performance issues, analyze problems, and provide solutions to meet customer needs. • Work with support teams, account teams, product engineering teams and other stakeholders to ensure a streamlined customer experience. • Apply lessons learned for continuous process and delivery improvement for the customer. • Engage in meetings with customers and account teams to articulate service offerings. • Share and gain knowledge through communities. • Contribute to on-call rotations to ensure a high quality of service for the critical incidents created by Support for Mission Critical customers. Qualifications <h3>Required/minimum qualifications</h3><div><ul><li>Bachelor's Degree in Computer Science, Information Technology, Engineering, Business, Liberal Arts, or related field AND 7+ 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.</li></ul></div><div><h3>Additional or preferred qualifications</h3><div><ul><li>Bachelor's Degree in Computer Science, Information Technology, Engineering, Business, Liberal Arts, or related field AND 12+ 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 Master's Degree in Computer Science, Information Technology, Engineering, Business, Liberal Arts, or related field AND 8+ years experience in cloud/infrastructure technologies, technology solutions, practice development, architecture, and/or consulting OR equivalent experience</li><li>6+ years experience working in a customer-facing role (e.g., internal and/or external).</li><li>6+ years experience leading technical projects.</li><li>Technical Certification in Cloud (e.g., Azure, Amazon Web Services, Google, security certifications).</li><li>Breadth of technical experience and knowledge, with depth / Subject Matter Expertise in 2 or more of the following Azure IaaS areas is expected: o Auzre PaaS, AVD, Networking, Compute, High availability and disaster recovery features for IaaS components. o Experience with Identity, or Azure Security is a plus.</li><li>Experience in systems management, network operations, software support, IT consulting, or related roles.</li><li>Solid understanding of client/server, networking, and Internet technologies fundamentals.</li><li>The ability to handle customer critical issues and work in difficult situations.</li><li>Demonstrate a strong ability to develop strategic ongoing customer relationships to gain the trust and respect of customers.</li><li>Excellent customer service skills, good oral and written communication skills, proven ability to handle difficult and sensitive situations involving the most critical and politically charged customer situations, lead projects and motivate others.</li><li>Ability to take on internal initiatives to create services opportunities, and work in a fast-paced environment while balancing multiple demands, addressing shifting priorities, and maintaining focus.</li><li>Demonstrate strong interpersonal and communication skills, while working with diverse audiences including highly technical IT professionals, developers, architects, and executive account management</li><li>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: </li><li>This position will be required to pass the Microsoft Cloud Background Check upon hire / transfer and every two years thereafter.</li></ul></div></div> Cloud Solution Architecture IC5 - The typical base pay range for this role across Canada is CAD $128,000 - CAD $222,400 per year. Find additional pay information here: <a href="https://careers.microsoft.com/v2/global/en/canada-pay-information.html">https://careers.microsoft.com/v2/global/en/canada-pay-information.html</a> Cloud Solution Architecture IC5 - L'échelle salariale de base typique pour ce rôle dans l'ensemble du Canada est de 128,000 $ CAD à 222,400 $ CAD par année. Pour plus d'information au sujet de la rémunération, veuillez cliquer ici: <a href="https://careers.microsoft.com/v2/global/en/canada-pay-information.html">https://careers.microsoft.com/v2/global/en/canada-pay-information.html</a> Ce poste sera ouvert pendant au moins cinq jours et les candidatures seront acceptées de façon continue jusqu’à ce que le poste soit pourvu. This position will be open for a minimum of 5 days, with applications accepted on an ongoing basis until the position is filled. <hr> Microsoft est un employeur offrant l’égalité d’accès à l’emploi. Tous les candidats qualifiés seront pris en considération pour l’emploi, sans égard à l’âge, à l’ascendance, à la citoyenneté, à la couleur, aux congés médicaux ou familiaux, à l’identité ou à l’expression de genre, aux renseignements génétiques, à l’état d’immigration, à l’état matrimonial, à l’état de santé, à l’origine nationale, à un éventuel handicap physique ou mental, à l’affiliation politique, au statut de vétéran protégé ou au statut militaire, à la race, à l’ethnie, à la religion, au sexe (y compris la grossesse), à l’orientation sexuelle ou à toute autre caractéristique protégée par les lois, ordonnances et règlements locaux applicables. Si vous avez besoin d’aide avec des accommodements religieux et/ou d’un accommodement raisonnable en raison d’un handicap pendant le processus de candidature, apprenez-en plus sur la <a href="https://careers.microsoft.com/v2/ca/fr/accessibility.html">demande d’accommodement.</a> 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 <a href="https://careers.microsoft.com/v2/global/en/accessibility.html">requesting accommodations.</a>