Job Title:

M365 Architect German and English (m/f/d)

Job Description

We're Concentrix. The intelligent transformation partner. Solution-focused. Tech-powered. Intelligence-fueled.

The global technology and services leader that powers the world’s best brands, today and into the future. We’re solution-focused, tech-powered, intelligence-fueled. With unique data and insights, deep industry expertise, and advanced technology solutions, we’re the intelligent transformation partner that powers a world that works, helping companies become refreshingly simple to work, interact, and transact with. We shape new game-changing careers in over 70 countries, attracting the best talent.

The Concentrix Technical Products and Services team is the driving force behind Concentrix’s transformation, data, and technology services. We integrate world-class digital engineering, creativity, and a deep understanding of human behavior to find and unlock value through tech-powered and intelligence-fueled experiences. We combine human-centered design, powerful data, and strong tech to accelerate transformation at scale. You will be surrounded by the best in the world providing market leading technology and insights to modernize and simplify the customer experience. Within our professional services team, you will deliver strategic consulting, design, advisory services, market research, and contact center analytics that deliver insights to improve outcomes and value for our clients. Hence achieving our vision.

Our game-changers around the world have devoted their careers to ensuring every relationship is exceptional. And we’re proud to be recognized with awards such as "World's Best Workplaces," “Best Companies for Career Growth,” and “Best Company Culture,” year after year.

Join us and be part of this journey towards greater opportunities and brighter futures.

We are looking for people with a passion for delivering customer success. As a Senior Support Partner CSA, you will act as a customer-facing technical expert supporting Microsoft customers with their most critical and complex incidents and technical questions, primarily focused on Microsoft 365 Apps (Office), legacy Microsoft Office products, and Office for Mac. In this role, you will work directly with customers on a day-to-day basis, leading deep technical investigations, driving resolution of high-impact incidents, and acting as a trusted advisor during business-critical situations.

This is a highly customer-facing role where the majority of your time is spent engaging with customer stakeholders, understanding their environments, and resolving complex technical challenges and delivering technical workshop content to customer audiences.

This opportunity will allow you to accelerate your technical expertise in advanced troubleshooting, develop strong customer engagement and presentation as well as communication skills, and gain deep experience across Microsoft 365 Apps and related technologies.

This role offers flexible work options with remote and onsite work possibilities; it will require a strong focus on direct customer interaction and collaboration.

You will:

Customer Resolution: Act as an internal expert to resolve longer-running, sensitive, or escalated issues and identify and build relationships with internal and external teams to resolve customer issues.
Identify reoccurring roadblocks and escalate as needed and manage escalated issues and ensure existing processes don’t hinder resolution.
Communication: Manage customer and field expectations around issue response and keep stakeholders informed on issue response
Process Improvement: Surface feedback and identify systematic issues and lead process improvement efforts and review retrospective summaries and resolve recurring or sensitive issues.
Critical Incident Ownership: Act as the primary technical owner for customer-critical and complex incidents related to Microsoft 365 Apps (Office), legacy Office products, and Office for Mac, ensuring end-to-end resolution and customer satisfaction.
Deep Technical Troubleshooting: Lead advanced troubleshooting across client, service, and integration layers using structured methodologies. Analyse logs, traces, and system behaviour to isolate root cause in complex and ambiguous scenarios.
Cross-Technology Resolution: Troubleshoot across multiple domains including Microsoft 365 Apps, Windows, macOS, identity, networking, and service connectivity to resolve high-impact customer issues.
Escalation & Orchestration: Engage and coordinate with Microsoft engineering, support, and partner teams to drive resolution of critical incidents, ensuring clear ownership, prioritisation, and timely progress.
Root Cause Analysis & Prevention: Deliver detailed root cause analysis (RCA) and post-incident reviews. Identify patterns and recommend proactive measures to prevent recurrence of issues.
Advanced Diagnostics: Perform in-depth diagnostics using network tracing (e.g., Fiddler/Wireshark), ETL trace analysis, and Sysinternals tools to identify performance, authentication, and application-level issues.
Customer Communication: Provide clear, structured, and executive-level communication during high-severity incidents, managing customer expectations and building trust throughout the lifecycle of the issue.
Knowledge Sharing: Contribute to internal knowledge bases, document troubleshooting approaches, and share learnings with broader teams to improve overall support capability. - Continuous Improvement: Identify systemic issues in products, processes, or supportability and provide feedback to Microsoft engineering and service teams.
Workshop Delivery to larger customer audiences, covering security, troubleshooting, environment assessments and problem avoidance
OR Bachelor's Degree in Computer Science, Information Technology, or related field AND 6+ years of relevant experience
OR Master's Degree in Computer Science, Information Technology, or related field AND 4+ years of relevant experience
OR equivalent experience
 

What you need to have is:

Required Qualifications

Fluency in German & English language
9+ years of experience in technical support, customer engineering, or related roles, with a strong focus on troubleshooting complex enterprise environments
Experience with Office for Mac troubleshooting, including platform-specific behaviours and limitations
Strong knowledge of Microsoft 365 Apps architecture, deployment, servicing, and update channels (Example: Knowledge of LTSC)
Proven expertise in troubleshooting and resolving complex incidents in Microsoft 365 Apps (Office), legacy Office products, and Office for Mac
Strong experience in advanced troubleshooting techniques including log analysis, network tracing (e.g., Fiddler, Wireshark), ETL trace analysis, and use of Sysinternals tools
Experience troubleshooting across client operating systems (Windows and macOS), application layers, identity/authentication, and service connectivity
Demonstrated ability to manage and drive resolution of high-severity, business-critical customer incidents involving multiple stakeholders
Knowledge of networking fundamentals (DNS, TCP/IP, proxies, firewalls) and their impact on Office/M365 Apps functionality
Presentation and Workshop/ Trainer experience in delivering standardized readiness to larger audiences
 

Location:

DEU Work-at-Home Dusseldorf

Language Requirements:

Time Type:

Full time