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. We are looking for an individual who is a service delivery focused subject matter expert. You will be responsible for frontline engineer or delivery partner support staff technical readiness and process compliance. You will provide in-depth technical & subject matter expertise for one or more products, services, or scenarios all while driving delivery excellence in a collaborative environment to achieve superior customer outcomes. Your primary accountability is to the support staff and managers on the teams you work with. This opportunity enables and promotes career growth as a recognized technical SME. This role is flexible in that you can work up to 50% from home. 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** • **Team Readiness & Development** : You will assess the technical and professional capabilities of support staff and assist in developing training plans to address identified gaps. • **Case Management (Delivery Excellence)** : You will perform case reviews to ensure process compliance. • **Managing Collaborative Activities** : Mentor engineers on effective collaboration (cross-team and cross-technologies/lines of business) and quality case handling standards. • **Supportability Activities** : Contributes to Partner Technical Advisor (PTA) advocate/agent and engineer communities through knowledge sharing. Contributes to and participates in reactive and proactive collaboration in swarming channels or emerging issue, and other operational processes. Responsible to answer and assist with questions posed by engineers. Participates in the swarming or emerging issue process by collaborating with others to resolve issues in a timely fashion. Leads or participates in building communities with peer delivery roles (e.g., Support Escalation Engineering, Escalation Engineering, etc.). Collaborate with various stakeholders (e.g. Supplier Delivery Managers [SDMs], Delivery Partner Managers [DPMs], Managers of Delivery teams, product engineering team) to drive various improvements that impact quality and efficiency. • **Process Improvement:** You analyze trends (e.g., case types, volumes) and collaborate with stakeholder teams to provide product and process improvement feedback. **Qualifications** **Required/minimum qualifications** + Bachelor's Degree in Information Technology (IT), Computer Science, Business Administration, Electrical Engineering, or Business Leadership OR 2+ years system development, network operations, software support, IT, consulting or technical troubleshooting experience. + OR equivalent experience. + 2+ year experience with Microsoft Purview (Security & Compliance) and Microsoft Defender for Office / O365 + 1+ year experience with Exchange online, Azure Active Directory administration + 1+ year experience with Quality Management, Quality Frameworks and change management. + English Language: fluent in reading, writing and speaking. **Other requieremnts** + 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. **Additional or preferred qualifications** + 1+ year(s) prior product, customer support and/or technical support experience. Bachelor's Degree in Information Technology (IT), Computer Science, Business Administration, Electrical Engineering, or Business Leadership AND 3+ years system development, network operations, software support, IT, consulting or technical troubleshooting experience OR 3+ years system development, network operations, software support, IT, consulting or technical troubleshooting experience. OR equivalent experience. + Portuguese Language: fluent in reading, writing and speaking. Microsoft is an equal opportunity employer. Consistent with applicable law, 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 and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations (https://careers.microsoft.com/v2/global/en/accessibility.html) .