Microsoft Careers Stage

Cloud Solution Architect Manager - Mission Critical Support

2025-12-03

Australia, New South Wales, Sydney +2 more

0 days / week in-office – remote

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. The Cloud Solution Architect Manager (CSA Manager) is a people manager role reporting to the Support for Mission Critical Time Zone Lead (CSA Manager) for Asia. This role is critical in managing the staffing, delivery and readiness of Support for Mission Critical (SfMC) Cloud Solution Architect Engineers in addition to the business accountabilities that underpin this delivery practice. The CSA Manager is accountable for a team of highly-specialized Cloud Solution Architect Engineers who serve as deep technical advisors driving successful delivery for Mission Critical enhanced support. In addition, they will collaborate with other Cloud Solution Architect Managers across EMEA, Americas and Asia to ensure consistency of readiness and delivery. The CSA Manager drives delivery execution through team preparedness, precision delivery, overall utilization & high customer satisfaction in a cost-efficient manner. The CSA Manager may be involved in pre-sales and planning as it relates to capacity planning and delivery planning. There will also be some responsibility for business development activities in your designated geography, working with global blackbelts (GBB), architects and Customer Success Unit stakeholders. In this role you will be leading a highly diverse team located in ANZ ensuring the seamless delivery, collaboration and shared goals across the team. This role is flexible in that you can work up to 100% from home. Responsibilities <ul><li>Lead and mentor a high-performing team to deliver exceptional customer satisfaction and drive services revenue.</li><li>Oversee staffing and resource planning, ensuring the right technical talent is hired to meet evolving customer needs.</li><li>Manage operational targets, including billable hours and budget adherence.</li><li>Guide professional development and readiness across the team, fostering continuous learning and growth.</li><li>Build strong relationships with customers, including executive stakeholders, to understand business objectives and maximize the value of support services.</li><li>Promote an inclusive, collaborative work environment and communicate clear vision and priorities.</li><li>Ensure compliance with governance standards and support contract renewals.</li><li>Demonstrate strategic thinking, strong leadership, and a commitment to achieving key business goals</li><li>Drives visibility at Area/Sub level around Support for Mission Critical offerings and supports pipeline and contract renewals review.</li><li>Influences and manages account team and customer expectations around Mission Critical solutions and leads value driven conversations.</li><li>Works successfully with customers, up to the C level, to understand their business objectives and to ensure that their investment in Microsoft support is being realized.</li></ul> Qualifications Minimum required qualifications<ul><li>Bachelor's Degree in Computer Science, Information Technology, Engineering, Business, Liberal Arts, or related field AND 8+ 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><li>3+ years people management experience, including managing consultant practice managers, technical sales managers, and/or technical architect managers.</li></ul> Professional<ul><li>Experience in Support Services.</li><li>Strong people manager/leader with at least 5 years people management experience (required)</li><li>10+ years’ of industry, support or management consulting experience.</li><li>Strong service delivery, time, project and priority management skills.</li><li>Strong interpersonal skills and the ability to work with customers at the C level.</li><li>Experience with managing critical and complex customer situations or incidents.</li><li>Project Management/Prosci Change Management/ ITIL certification is considered as a strong plus.</li><li>Strong interpersonal, presentation and communications skills. Education.</li><li>Bachelor's degree in Business, Computer Science, Information Technology, or related field required (or equivalent experience)</li></ul>Citizenship & Citizenship Verification: This position requires verification of Australian citizenship due to citizenship-based legal restrictions. Specifically, this position supports United States federal, state, and/or local Australian government agency customers and is subject to certain citizenship-based restrictions where required or permitted by applicable law. To meet this legal requirement, citizenship will be verified via a valid passport. 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 <a href="https://careers.microsoft.com/us/en/accommodationrequest" target="_blank" rel="noopener">Accommodation request form</a>. Benefits/perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work. 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 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>

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Senior Azure Cloud Customer Experience Engineer

2025-12-03

Australia, New South Wales, Sydney +1 more

0 days / week in-office – remote

Overview 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.Every minute of every day, customers stake their entire business and reputation on Microsoft Cloud. The Azure Customer Experience (CXP) team believes that when we meet our high standards for quality and reliability, our customers win. If we falter, our customers fail their end-customers. Our vision is to turn Microsoft Cloud customers into fans.We are the ACES Strategic team (Advanced Cloud Engineering & Supportability), a global engineering team in Azure CXP and we are focused on Strategic Azure Customers. We are customer-obsessed problem-solvers. We orchestrate and drive deep engagements in areas like Incident Management, Problem Management, Support, Resiliency, and empowering the customers. We represent the customer and amplify customer voice with Azure Engineering connecting to the quality vision for Azure. We innovate and find ways to scale our learning across our customer base. Diversity and inclusion are central to who we are, how we work, and what we enable our customers to achieve. We know that empowering our customers starts with empowering our team to show up authentically, work in ways that are best for them, and achieve their career goals. Are you constantly customer-obsessed and passionate about solving complex technical problems? Do you take pride in enhancing customer experience through innovation? If the answer is Yes, then join us and surround yourself with people who are passionate about cloud computing and believe that extraordinary support is critical to customer success.As a customer focused Advanced Cloud Engineer, you are the primary engineering contact accountable for your customer’s support experience on Azure. You will drive resolution of critical and complex problems, support key customer projects on Azure, and be the voice of the customer within Azure. In this role, you will work in partnership with Customer Success Account Managers, Cloud Solution Architects, Technical Support Engineers, and Azure engineering with our mission to turn Azure customers into fans with world-class engineering-led support experience.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 Technically Oriented • Track customer incidents, engage with strategic customers and partners to understand issues, contribute to troubleshooting through diagnostics, communicate progress and next steps to customers with a focus on reducing time taken to mitigate critical incidents. • Use engineering and support tools, customer telemetry and/or direct customer input to detect and flag trends/patterns of issues in the products or products misuse across customers. Develop and share insights and best practices with customers. • Recommend and help develop training/readiness modules (e.g., mentoring, leading triages, content creation, brown bag sessions, blogs, quality assurance checks). Acts as a mentor, shares knowledge, and contributes to the content and readiness strategy for the team. Customer Solution Lifecycle Management • Serve as a connecting point between the product team and customers throughout the engagement lifecycle, engage with customers to understand their business and availability needs, develop and offer proactive guidance on designing configurations and deploying solutions on Azure. • Handle complex escalations on customer issues from the customer or support or field teams, conduct impact analysis, help customers with answers to their technical questions, and serve as an escalation resource in areas of subject matter expertise. • Conduct in-depth root cause analysis of issues and translates findings into opportunities for improvement and track and drive them as repair items. Relationship/Experience Management • Act as voice of customers and synthesize product feedback from strategic customers to provide input on business plans developed by the product groups. Identify customer usage patterns and drive resolutions on reoccurring issues with product groups. Close the feedback loop with the customers on product features. • Partner with other teams (e.g., program managers, software engineers, product, customer service support teams), prioritize, unblock, and resolve critical customer issues. • Collaborate with stakeholders to deliver solutions to strategic customers and develop mechanisms that improve customer health and reduce the turnover time. Qualifications • Bachelor's Degree in Engineering, Computer Science, Information Technology (IT), Data Analytics/Science, Artificial Intelligence (AI), or related field AND 4+ years experience in technology industry, cloud, technical support, and/or customer experience engineering o OR equivalent experience. • 4+ years of demonstrated experience supporting and troubleshooting enterprise level, mission-critical applications and infrastructure resolving complex issues/situations and driving technical resolution across cross-functional organizations. • 2+ years of Experience with being on-call and driving mitigation for mission critical incidents.• The 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.• Technical Skills: Demonstrated hands-on experience with Subject Matter Expert level expertise in one or more of the following Cloud technologies: o Core IaaS: Compute (Windows/Linux), Storage, Networking, Kubernetes, High Availability o Data Platform and Bigdata: Azure SQL DB, Cosmos DB, PostgreSQL on Azure, Azure Data Bricks, Azure Data Factory, AI/ML o Azure PaaS Services: App Services, Azure Functions, Redis Cache, and Event Hub. o Monitoring technologies: Azure Monitor, Log Analytics, Grafana, Datadog, Confluent and similar technologies. • Communication skills: ability to empathize with customers and convey confidence. Able to explain highly technical issues to varied audiences. Able to prioritize and advocate customer’s needs to the proper channels. Take ownership and work towards a resolution. • Customer Obsession: Passion for customers and focus on delivering the right customer experience. • Growth Mindset: Openness and ability to learn new skills and technologies in a fast-paced environment. 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 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>

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Digital Solution Area Specialist - AI Workforce

2025-12-02

Australia, New South Wales, Sydney

3 days / week in-office

Overview <div>Do you enjoy working on a high-performing, fast-paced sales team? Are you insatiably curious and do you lean into uncertainty, take risks, and learn quickly from your mistakes? If so, we are looking for you!   </div><div> </div><div>At Small Medium Enterprises and Channel (SME&C), we are leading a high-growth, AI-powered global sales team—one that is deeply connected to our partners and driven by customer success. By uniting our Small Medium Business, Corporate, Strategy, and Partner teams, we are unlocking the largest customer opportunity, backed by the industry’s most significant investments. Leveraging the power of AI and our extensive partner ecosystem, we are redefining how businesses of all sizes adopt technology to drive growth and innovation. </div><div> </div><div>SME&C is more than a sales organization—it’s a culture of innovation, opportunity, and inclusivity. Here, you’ll be part of a diverse, high-performing, and customer-obsessed team where collaboration, connection, and continuous learning fuel everything we do. If you thrive in a fast-paced, digital-first environment and are eager to make a meaningful impact, explore how SME&C can be the next step in your career. Together, we are shaping the future of business. <div>In the AI Workforce Specialists team, we are looking for passionate, experienced, and credible specialist sellers with a drive for developing and winning strategic opportunities that deliver end-to-end AI Workforce transformation at scale through high-impact, value-driven customer engagements—helping organizations achieve meaningful business outcomes and unlock the full potential of AI-powered productivity. </div><div>As a Digital AI Workforce Specialist, you will lead the charge in transforming how organizations adopt and scale AI-powered productivity across AI Workforce solutions (M365 Copilot, Copilot Studio, Copilot Chat, Agents, ME3, ME5, Frontline Worker) and build strategies with customers, collaborating across different groups inside the Customer environment to successfully enable customers to drive and adopt AI transformation. </div><div>You will lead consultative customer conversations and collaborate on the planning, orchestration and execution of end-to-end AI Workforce solutions opportunities with internal stakeholders and partners to cross-sell and up-sell. This opportunity will allow you to learn and accelerate your career growth, honing your solution sales and collaboration skills, and deepening your AI Workforce end-to-end expertise. 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. </div></div> Responsibilities <div><ul style="list-style-type: disc;" role="list"><li role="listitem" data-aria-level="1" data-aria-posinset="1" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-listid="3" data-font="Symbol" data-leveltext="" aria-setsize="-1">Sales Execution: You will Orchestrate a virtual team and assess customer needs to develop strategies that proactively build a stakeholder network to accelerate and close AI Workforce opportunities. </li></ul></div><div><ul style="list-style-type: disc;" role="list"><li role="listitem" data-aria-level="1" data-aria-posinset="2" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-listid="3" data-font="Symbol" data-leveltext="" aria-setsize="-1">Business Value & Consultative Selling: You will foster and expand Microsoft’s relationships with Customer Business Decision. Hunt new AI Workforce opportunities by identifying and engaging with key business contacts, understanding customers’ business and technology priorities, governance, decision and budget processes, and landing the value proposition of AI Workforce solutions. </li></ul></div><div><ul style="list-style-type: disc;" role="list"><li role="listitem" data-aria-level="1" data-aria-posinset="3" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-listid="3" data-font="Symbol" data-leveltext="" aria-setsize="-1">Scaling and Collaboration: You will lead the planning, orchestration and execution of AI Workforce opportunities with internal stakeholders and partners to cross-sell and up-sell. </li></ul></div><div><ul style="list-style-type: disc;" role="list"><li role="listitem" data-aria-level="1" data-aria-posinset="4" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-listid="3" data-font="Symbol" data-leveltext="" aria-setsize="-1">Technical Expertise: You will lead AI Workforce BDM and ITDM conversations, share best practices, present solutions with a differentiated value proposition, use cases and key competitor knowledge across solution areas acting as a subject matter expert to inform decisions on pursuit or withdrawal. </li></ul></div><div><ul style="list-style-type: disc;" role="list"><li role="listitem" data-aria-level="1" data-aria-posinset="5" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-listid="3" data-font="Symbol" data-leveltext="" aria-setsize="-1">Sales Excellence: You will lead and plan for accounts across territories, do compete plans and business analysis to pursue high-potential customers and manages AI Workforce solutions across the organization. </li></ul></div> Qualifications Required Qualifications<div><ul style="list-style-type: disc;"><li>5+ years of technology-related sales or account management experience </li></ul></div><div><ul style="list-style-type: circle;"><li>OR Bachelor's Degree in Information Technology, Business Administration, or related field AND 4+ years of technology-related sales or account management experience </li></ul></div><div><ul style="list-style-type: circle;"><li>OR equivalent experience </li></ul> Preferred Qualifications<div><ul style="list-style-type: disc;"><li>7+ years of technology-related sales or account management experience </li></ul></div><div><ul style="list-style-type: circle;"><li>OR Bachelor's Degree in Information Technology, or related field AND 6+ years of technology-related sales or account management experience </li></ul></div><div><ul style="list-style-type: circle;"><li>OR Master's Degree in Business Administration (e.g., MBA), Information Technology, or related field AND 3+ years of technology-related sales or account management experience </li></ul></div><div><ul style="list-style-type: disc;"><li>4+ years of experience consultative, value-based selling </li></ul></div></div> 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 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>

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