Technical Support Advisory

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• Team Readiness & Development: You will ensure timely case resolution by driving engineer readiness based on skills-gap analysis and product needs.
• Case Management (Delivery Excellence): You will perform case reviews and customer wellness checks; ensure process compliance and progression of cases to help solve increasingly complex technical issues.
• Managing Collaborative Activities: Mentor engineers to be more effective collaborators (cross-team and cross-technologies/lines of business).
• Supportability Activities: You will contribute to customer self-help and volume deflection initiatives through activities like input on top pain areas and producing troubleshooting guides/readiness content to help with volume deflection.
• Process Improvement: Collaborate with stakeholder teams to provide product and process improvement feedback. Qualifications (Text Only)Required Qualifications:
• 4 years in system development, network operations, software support, IT, consulting or technical troubleshooting experience o OR Bachelor's degree in Information Technology (IT), Computer Science, Business Administration, Electrical Engineering, or Business Leadership AND 3 years in system development, network operations, software support, IT, consulting or technical troubleshooting experience.
• 3 years of prior product, customer support and/or technical support experience o OR equivalent experience Language Qualification English Language: fluent in reading, writing and speaking. Preferred Qualifications: Minimum 8-10 years of industry experience in Customer Support. Minimum 4 years'' experience in handling Azure AD escalations. Have experience in managing high pressure situations. Technical Expertise Deep Subject Matter Knowledge – Troubleshooting and Diagnostic Skills – Ability to analyze, isolate, and resolve complex technical issues quickly. In-depth Knowledge of Microsoft Identity Stack - Strong proficiency in core technologies Microsoft Azure AD, Entra ID, Identity Azure Active Directory (AAD), Microsoft Entra ID, Conditional Access, MFA, B2B/B2C, SSPR, SSO. Integration with on-premises AD, AD Connect, ADFS, Hybrid Identity. Authentication Protocols & Standards Strong understanding of SAML, OAuth 2.0, OpenID Connect, WS-Fed, Kerberos, NTLM, and token lifecycles. Troubleshooting & Diagnostic Mastery Advanced debugging using tools like Fiddler, SAML Trace, Network Monitor, Wireshark, and browser developer tools. Experience with Azure logs, Sign-In logs, Kusto queries, and Microsoft Graph API. Security & Compliance Acumen Strong grasp of security policies, Zero Trust principles, Conditional Access, Identity Governance, and Privileged Identity Management (PIM). Familiarity with Microsoft Defender for Identity, MDE, and related tools. Escalation management Knowledge and experience in taking escalations for Authentication and Account Management technologies. Product Knowledge – Expertise in the Microsoft Azure ID product ecosystem, including integrations and known limitations. Tool & Platform Feedback - Partnering with Product Groups to suggest improvements, bug fixes, or feature enhancements. Customer-Centric Approach Customer Obsession – Advocating for customers' needs while aligning with business goals. Empathy and Patience – Handling sensitive or high-stress situations with professionalism and care. Communication Skills – Translating complex technical concepts into clear, actionable language for both technical and non-technical audiences. Problem Solving & Innovation Root Cause Analysis & RCA Documentation Delivering high-quality RCA with deep technical insights, action items, and preventative recommendations. Automation & Efficiency Scripting (PowerShell, KQL, Graph API) to automate diagnostics, resolution, or monitoring. Leadership & Influence Readiness Champion - Delivering trainings, triages, and mentoring for readiness across teams and vendors. Diversity & Inclusion Participation - Actively engaging in D&I initiatives to create an inclusive and empowering work environment. Metrics-Driven Accountability - Monitoring KPIs like CSAT, FCR, DSR, and continually improving performance against targets. Operational Excellence Case Management Excellence – Driving quality, speed, and customer satisfaction metrics in case handling. Queue Management – Identifying trends and working with support leads to balance workloads and optimize team performance. Metrics and Reporting – Using data insights to improve customer support quality and efficiency. Daily Operations – Have experience in handling daily operations. Operational & Team Contribution Case Handling Excellence - Driving down case age, response time, and customer pain through focused ownership. Knowledge Contribution - Writing and reviewing Wiki articles, playbooks, training materials, and AI content for Copilot ingestion. Cross-Team Collaboration - Partnering with Engineering, Supportability, Field, and Product teams for complex or unknown issue resolution. Customer & Stakeholder Engagement Advanced Communication Skills Ability to explain complex technical issues clearly to technical and non-technical audien ces. Empathetic customer engagement, especially in high-stress or escalated scenarios. Executive Escalation Handling Managing sensitive customer situations, executive escalations, and crisis management with tact and composure. Customer Obsession & Advocacy Acting as the voice of the customer in product feedback loops and issue resolution. Innovation and Continuous Improvement Process Optimization – Identifying and implementing process improvements for faster issue resolution. Knowledge Management – Contributing to knowledge base/Wiki articles, training content, and readiness initiatives. AI & Tool Adoption – Embracing and promoting the use of AI-driven tools, Copilot, and other innovations in support workflows. Security and Compliance Awareness Security Best Practices – Understanding of secure support handling, data protection, and compliance requirements. Escalation Management – Owning and resolving critical or sensitive escalations with minimal handholding. 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. Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request via the Accommodation request form. Benefits/perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work.

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