Technical Support Advisory

With more than 45 000 employees and partners worldwide the Customer Experience and Success CE S organization is on a mission to empower customers to accelerate business value through differentiated customer experiences that leverage Microsoft s products and services ignited by our people and culture We drive cross-company alignment and execution ensuring that we consistently exceed customers expectations in every interaction whether in-product digital or human-centered CE S is responsible for all up services across the company including consulting customer success and support across Microsoft s portfolio of solutions and products Join CE S and help us accelerate AI transformation for our customers and the world 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 Microsoft onsite only 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 Reviews complex issues and contacts customers to understand issue Acts as an advisor to the customer and handles complex repeatable or escalated cases that may become politically charged Performs complex product troubleshooting and remediation when needed Collaborates on cross-team and cross-product technical issues by working with resources from other groups as needed to resolve complex customer issues Implements end-to-end readiness programs and contributes to the content and readiness strategy Provides feedback to more senior engineers or serviceability team on functionality of products based on engagements with customers Engages with engineering team to investigate product bugs provides business impact and collaborates with appropriate stakeholders and senior team members on fixes Contributes to and or develops automation techniques and diagnostic tools to improve cross-group effectiveness Translates feedback and creates processes and workflows for case resolution Participates in case triage meetings and or case discussions to share knowledge with other engineers and contribute to more rapid customer solutions Implements strategic business decisions with customers partners and teams to increase market share Business Integration Implements strategic business decisions with customers partners and teams to increase market share Influences peers to implement strategy Product Process Improvement Contributes to and or develops automation techniques and diagnostic tools to improve cross-group effectiveness Provides feedback to more senior engineers or serviceability team on functionality of products based on engagements with customers Provides feedback to the product group for product improvement Leverages overall product knowledge to determine if and when features require enhancements Participates in case triage meetings and or case discussions to share knowledge with other engineers and contribute to more rapid customer solutions Utilizes learnings from triage meetings to identify and communicate readiness needs to manager or readiness team Engages with engineering team to investigate product bugs provides business impact and collaborates with appropriate stakeholders and senior team members on fixes Translates feedback and creates processes and workflows for case resolution Readiness Implements end-to-end readiness programs e g mentoring leading triages content creation brown bag sessions blogs quality assurance checks writes technical articles and contributes to the content and readiness strategy Mentors Technical Support Engineers or members from other teams outside of Customer Service and Support CSS develops expert level competence on support topics Response and Resolution Acts as an advisor to the customer and handles complex repeatable or escalated cases that may become politically charged Creates technical articles or knowledge base e g edits or creates news knowledge-base articles that is internal or customer facing for better customer understand Provides best practices and education to ensure customer understands the problem in order to proactively resolve potential issues in the future Performs complex product troubleshooting and remediation when needed Works alongside the development teams to drive incident resolution for configuration code or other service deficiencies impacting customers Analyzes patterns of problems and identifies workflows to optimize support engineering delivery for a team or region level Reviews complex issues e g multiple components of a product and contacts customers to understand issue Ensures customers stay informed as to the status solution of their issue Utilizes troubleshooting tools e g event logs performance traces to help resolve customer issues Collaborates on cross-team and cross-product technical issues by working with resources from other groups including support engineering groups product groups services team and account team as needed to resolve complex customer issues Qualifications Bachelor s Degree in Computer Science Information Technology IT or related field AND 3 years of operational excellence delivery management account management sales or vendor management experience OR 5 years of operational excellence delivery management account management sales or vendor management Bachelor s degree in computer science Information Technology IT or related field AND 3 years of technical support technical consulting experience or information technology experience OR 5 years of technical support technical consulting experience or information technology experience Proven expertise and deep troubleshooting experience in one or several of the areas below Servicing Upgrade Activation Bitlocker RDS AVD FSLOGIX storage clustering hyper-v backup containers Azure Local AD Core Authentication PKI Performance Reliability Windows Internal Ability to read write and speak fluent English Other 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 Preferred Qualifications Experience working in a customer support and service environment Extraordinary collaborator and ability to influence without authority Experience in using innovative technologies such as AI in every day life Experience working in a dynamic team environment Experience with problem solving and providing solutions to customers Microsoft Technology Certifications Industry leading healthcare Educational resources Discounts on products and services Savings and investments Maternity and paternity leave Generous time away Giving programs Opportunities to network and connect Microsoft is an equal opportunity employer 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