Technical Support Advisory IC4

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
Required Qualifications:

• 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.
• 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 service environment, retail, sales, etc
• 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

Microsoft is an equal opportunity employer. Consistent with applicable law, 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 requesting accommodations.