Introduction to Workwarp and the Role
At Workwarp, we are committed to empowering every person and organization on the planet to achieve more. As part of the Microsoft Customer Experience & Success (CE&S) organization, our team is dedicated to building a future where customers come to us not only for industry-leading products and services but also for a differentiated and connected customer experience. Within CE&S, the Customer Service & Support (CSS) organization plays a vital role in delivering a seamless support experience, helping customers and partners resolve their issues quickly, prevent future problems, and demonstrate new ways to achieve more from their Microsoft investment.
About the Modern Work Team
Our Modern Work (MW) team is focused on helping customers get and stay productive with Microsoft 365 product families. We are expanding our Technical Support Engineering team to take our Modern Workplace automation to the next level by combining subject matter expertise with the power of AI. As a Technical Support Engineering - Automation Development specialist, you will be at the forefront of delivering customer success, owning, troubleshooting, and solving highly complex customer technical issues.
Key Responsibilities
- Leverage the power of Azure & AI to deliver automated support solutions at a global scale, focusing on intuitive, insightful, and effective tooling automation experiences for our support organization, engineering teams, and customers directly.
- Design and deliver simple, intuitive, and contextually aware features and user experiences that improve support efficiency, accuracy, and time-to-resolve through proactive and reactive tooling.
- Partner with multiple Engineering teams to create fast, secure, and reliable connections into the cloud services infrastructure, ensuring seamless integration and data security.
- Collaborate on code reviews for peers to ensure quality and consistency in the development and deployment pipeline, promoting best practices and continuous improvement.
- Work alongside Embedded Escalation Engineers (EEE) and Program Managers to develop effective solutions that enable customers to self-help, fostering a culture of empowerment and customer-centricity.
- Partner with Privacy, Security, Trust, and CELA teams to ensure services are maintained and evolved to meet the ever-changing regulations around Data Privacy, upholding the highest standards of compliance and integrity.
- Respond to service and maintenance activities (Availability Alerts, Security Alerts, Bugs Fixes) that fix defects and keep the services healthy and available for our customers and internal teams, ensuring minimal downtime and maximum productivity.
Essential Qualifications
- 7+ years of technical support, technical consulting experience, or information technology experience, demonstrating a deep understanding of complex technical issues and customer needs.
- OR Bachelor's Degree in Computer Science, Information Technology (IT), or related field AND 5+ years of technical support, technical consulting experience, or information technology experience, showcasing a strong foundation in technical principles and practices.
- 3 years of demonstrated experience developing with C# and .NET, PowerShell, with a proven track record of delivering high-quality solutions and automation tools.
- 3 years of experience working with cloud-based services and associated technologies, including Azure, with a strong understanding of cloud infrastructure, scalability, and security.
Preferred Qualifications
- Experience working with Large Language Models (LLMs) or Machine Learning (ML), with a passion for exploring the potential of AI in automation and customer support.
- Experience working with Azure technologies (Cosmos DB, Data Factory, Service Fabric, Functions, Data Lake, Identity Management, API Management), with a deep understanding of Azure ecosystem and its applications.
- Service engineering and/or DevOps experience at internet scale involving user data and/or software development for an enterprise-level product, demonstrating expertise in large-scale system design, deployment, and maintenance.
- Ability to partner within virtual teams towards executing on multiple technical initiatives simultaneously, with excellent communication and collaboration skills to drive results in a fast-paced environment.
- Communication skills that can present complex technical issues to a general audience, with the ability to distill complex concepts into clear, concise language.
Skills and Competencies
- Strong problem-solving skills, with the ability to analyze complex technical issues and develop creative solutions.
- Excellent collaboration and teamwork skills, with experience working in virtual teams and driving results through effective communication and partnership.
- Strong technical proficiency, with a deep understanding of cloud-based services, Azure, and AI technologies.
- Ability to learn quickly, adapt to new technologies, and stay up-to-date with industry trends and developments.
- Strong customer-centric mindset, with a passion for delivering exceptional customer experiences and driving customer success.
Career Growth Opportunities and Learning Benefits
At Workwarp, we are committed to helping our employees grow and develop in their careers. As a Technical Support Engineering - Automation Development specialist, you will have access to a wide range of training and development opportunities, including:
- Technical training and certification programs, to help you develop your skills and stay up-to-date with the latest technologies.
- Mentorship and coaching, to help you navigate your career and achieve your goals.
- Opportunities to work on high-impact projects, driving real results and making a meaningful contribution to our customers and business.
- A culture of innovation and experimentation, encouraging you to try new things, take risks, and learn from your mistakes.
Work Environment and Company Culture
At Workwarp, we pride ourselves on our inclusive and diverse culture, where everyone can thrive and grow. Our work environment is dynamic, fast-paced, and collaborative, with a strong focus on teamwork, communication, and customer-centricity. We offer a range of benefits and perks, including:
- Competitive salary and benefits package, recognizing your skills and experience.
- Flexible working arrangements, including remote work options, to help you balance your work and personal life.
- Access to cutting-edge technologies and tools, to help you stay ahead of the curve and deliver exceptional results.
- A culture of recognition and reward, celebrating your achievements and contributions to our customers and business.
Compensation, Perks, and Benefits
We offer a competitive compensation package, including a salary, benefits, and perks, to recognize your skills and experience. Our benefits package includes:
- Comprehensive health and wellness programs, to support your physical and mental well-being.
- Retirement savings plans, to help you plan for your future.
- Generous paid time off, to help you relax and recharge.
- Access to exclusive employee discounts and perks, to enhance your work-life balance and overall well-being.
Conclusion
If you are a motivated and experienced technical professional, passionate about delivering customer success and driving innovation through automation, we encourage you to apply for this exciting opportunity. As a Technical Support Engineering - Automation Development specialist at Workwarp, you will be part of a dynamic and inclusive team, working on high-impact projects and driving real results for our customers and business. Don't miss this chance to take your career to the next level and make a meaningful contribution to our customers and industry. Apply now and join our team of talented and dedicated professionals!
Apply Now