Technical Support Advisory
Microsoft · Posted Oct 27
Software, cloud computing, artificial intelligence, and hardware services
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About the role
Microsoft Customer and Partner Solutions-Core (MCAPS) accelerates customer outcomes and business growth by uniting product, engineering, marketing, sales, customer success, and partners around customer missions. The Customer Service & Support (CSS) organization delivers AI-powered support experiences to help consumers, businesses, and partners resolve issues securely and prevent future problems. This Technical Support Advisory role acts as a service-delivery subject matter expert, ensuring frontline engineer readiness, case-management compliance, and technical support excellence for one or more Microsoft products or services.
What you will do
- 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.
Skills used in this role
What the employer is looking for
- Bachelor's Degree in Information Technology (IT), Computer Science, Business Administration, Electrical Engineering, or Business Leadership AND 3+ years system development, network operations, software support, IT, consulting or technical troubleshooting experience OR equivalent experience
- 3+ years of prior product, customer support and/or technical support experience with Networking Storage and High availability
- English Language: fluent in reading, writing and speaking.
- 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.
Benefits and support
- Compensation and benefits are detailed in the job posting
About Microsoft
Microsoft Corporation is a multinational technology company that develops, licenses, and supports a wide range of software products, services, and hardware devices. Best known for its Windows operating systems, Microsoft 365 productivity suite, and Xbox gaming consoles, the company has expanded heavily into enterprise cloud computing via Azure and advanced artificial intelligence solutions. As one of the world's most valuable public enterprises, it empowers individuals and businesses globally through innovative digital transformation.
- Industry
- Software
- Company size
- 228,000+ employees
- Founded
- April 4, 1975
- Location
- Redmond, Washington, USA
- Funding stage
- Public Company
Leadership
Chairman and Chief Executive Officer
Chief Financial Officer
Vice Chair and President
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