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

The role is for a Senior Support Partner CSA supporting Microsoft 365 Apps and related technologies, primarily for German and English-speaking customers. It involves technical troubleshooting, incident management, and customer engagement.

Location: Dusseldorf, Germany

Responsibilities

• 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.
• Manage customer and field expectations around issue response and keep stakeholders informed on issue response.
• Surface feedback and identify systematic issues and lead process improvement efforts.
• Act as the primary technical owner for customer-critical and complex incidents related to Microsoft 365 Apps, legacy Office products, and Office for Mac.
• Lead advanced troubleshooting across client, service, and integration layers using structured methodologies.
• Troubleshoot across multiple domains including Microsoft 365 Apps, Windows, macOS, identity, networking, and service connectivity.
• Engage and coordinate with Microsoft engineering, support, and partner teams to drive resolution of critical incidents.
• Deliver detailed root cause analysis (RCA) and post-incident reviews.
• Perform in-depth diagnostics using network tracing, ETL trace analysis, and Sysinternals tools.
• Provide clear, structured, and executive-level communication during high-severity incidents.
• Contribute to internal knowledge bases and share learnings.
• Identify systemic issues and provide feedback to Microsoft engineering.
• Deliver workshops on security, troubleshooting, environment assessments, and problem avoidance.

Requirements

• 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.
• Fluency in German & English.
• 9+ years of experience in technical support, customer engineering, or related roles.
• Experience with Office for Mac troubleshooting.
• Strong knowledge of Microsoft 365 Apps architecture, deployment, servicing, and update channels.
• Proven expertise in troubleshooting and resolving complex incidents in Microsoft 365 Apps, legacy Office products, and Office for Mac.
• Strong experience in advanced troubleshooting techniques including log analysis, network tracing, ETL trace analysis, and Sysinternals tools.
• Experience troubleshooting across Windows and macOS, application layers, identity/authentication, and service connectivity.
• Ability to manage and drive resolution of high-severity, business-critical incidents.
• Knowledge of networking fundamentals (DNS, TCP/IP, proxies, firewalls).
• Presentation and workshop delivery experience.

Additional Information

• Location: Dusseldorf, Germany (Work-at-Home option available).
• Full-time position.
• Originally posted on Himalayas.