Fasttrack Viva Sme

With over 17,000 employees worldwide, the Microsoft Customer Experience & Success (CE&S) organization is responsible for the strategy, design, and implementation of Microsoft’s end-to-end customer experience. Come join CE&S and help us build a future where customers come to us not only because we provide industry-leading products and services, but also because we provide a differentiated and connected customer experience.

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 help customers and partners resolve their issues quickly, prevent future problems from occurring, and demonstrate new ways to achieve more from their Microsoft investment.

In Modern Work (MW), we help our customers get productive and stay productive with Microsoft 365 product families.

In the Customer Service & Support (CSS) team we are looking for people with a passion for delivering customer success. As a Senior Technical Support Engineer you will own, troubleshoot and solve highly complex customer technical issues. This opportunity will allow you to accelerate your career growth, honing your problem-solving, collaboration and research skills, and further deepening your technical proficiency - becoming a product expert.

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.

Do you like to pioneer new initiatives? Are you a business-value-savvy technical specialist who can deliver a consultative engagement and deployment guidance? If you answered yes, keep reading. The Scenario SME role is part of the Customer Transformation effort inside of FastTrack, an organization that sits at the intersection of engineering, marketing, and the field to help customers accelerate time to value in their investments. The FastTrack organization is evolving its remit to include scenarios that support the customers’ transformational agenda and propel growth for Microsoft.

The Scenario SME will be a steward of a transformational scenario, Employee Experience (EE), that helps customers with modern engagement tools designed to keep everyone informed, connected and inspired to bring their best to work every day. This includes the tech enablement, adoption and usage of existing capabilities in the collaboration and productivity family. It also includes subsequent product value that will further enhance the employee experience, and support Microsoft’s license and revenue targets.

The Scenario SME is a co-pilot of the Modern Work Architect (MWA) in delivering the envisioning, deployment planning, and deployment to the customer. S/he owns driving the scenario plan enablement with the customer, handling objections, competitive product challenges, obtaining customer commitment for pilot or deployment at scale, landing adoption guidance. The Scenario SME is also someone who will remain ahead of the game in roadmap releases and is able to deploy cutting edge features.

**Responsibilities**:
Response and Resolution
- You own, investigate and solve highly complex customer technical issues and serve as an technical escalation point for other engineers to assist in resolving cases and perform complex troubleshooting tools (e.g. debugging).

Readiness
- You lead in building communities with peer delivery roles and share your knowledge through readiness programs, technical coaching and mentoring of others.
- You deepen your technical and professional proficiency to enable you to resolve highly complex customer issues, through training and readiness.

Product/Process Improvement
- You act as a trusted advisor to the product group/ engineering teams and drive Microsoft product, diagnostic and support process improvements.

Business Integration
- You use your business and technology insights to help shape strategy when engaging with customers, partners, and teams.

**Responsibilities**:

- Deliver solution wins to meet or exceed performance targets with MWA-led accounts, as well as reactive requests for assistance.
- Partner with Modern Work Architects (MWAs) to plan the project to deliver a credible partnership to the customer who is interested in elevating their employee communications and engagement
- Engage with M365 enterprise customers to determine technical propensity and readiness for deployment. Guide the customer to assist with deployment planning by responding to questions and objections with a mix of business value and technical enablement guidance.
- Triage and help resolve issues and provide continuous feedback loops to continuously im