Microsoft is on a mission to empower every person and every organization on the planet to achieve more. Our culture is centered on embracing a growth mindset, a theme of inspiring excellence, and encouraging teams and leaders to bring their best each day. In doing so, we create life-changing innovations that impact billions of lives around the world. You can help us to achieve our mission.

With over 15,000 employees worldwide, the Microsoft Customer Experience and Success (CEnS) organization is responsible for the strategy, design, and implementation of the Microsoft end-to-end customer experience. This newly expanded organization reflects the Microsoft ambition to be known as a customer experience company, ensuring our Microsoft mission to empower every person and every organization on the planet to achieve more is enabled by delighting customers and consistently exceeding their expectations in every interaction through a connected customer experience.

Microsoft has a tremendous opportunity to exceed customer expectations and drive greater customer loyalty and trust, which leads to greater satisfaction, retention, and growth. The CEnS organization is looking for people with a passion for delivering customer success to help us build a future where customers come to us, not only because we provide industry-leading products and services, and also because we provide a differentiated and connected customer experience that is rooted in our commitment to delivering on customer outcomes.

Within CE&S, the Customer Service & Support (CSS) organization builds trust and confidence for every person and organization through a connected customer experience. We do this by delivering a seamless support experience to help customers and partners resolve their issues quickly, prevent future problems from occurring and demonstrating new ways to achieve more from their Microsoft investment.

Technical Advisors are responsible for ensuring the development of Support Engineers (SE) technical capabilities. The TA is an expert at coaching and mentoring on case management standards which enable engineers to improve throughput and handle ever-more complex cases. TAs deliver unique value by utilizing their technical knowledge to ensure ramp-up and readiness of the Support Engineering staff to assist customers with issues while maintaining a high-quality bar.

Responsibilities

Your Responsibilities

Identify and analyze skill-gaps in team or Pod; contribute to the creation of readiness plans & content working with readiness and training teams

Perform technical mentoring of others to share technical expertise, provide coaching and role readiness training

Assist in reactive case management duties and perform thorough case reviews and customer wellness checks (technical review/triage, case progression, case wellness, SIE monitoring)

Conduct proactive Case Management and Quality Reviews (per direction from the SEM)

Promote consistent application of case management standards (e.g., first quality response, swarming, case documentation, customer expectation mgmt., etc.)

Approve and review escalations (regardless of destination - to Escalation Engineer or Engineering Group)

Improve existing and develop new troubleshooting workflows and troubleshooting guides (TSG)

Ensure landing of new feature onboarding

Own cases, as business demands

Drive technical collaboration & engagement outside of CSS (Product Engineering teams/Services/Support/Regions)

Lead or participate in building communities with peer delivery roles; may be workload or specialty specific.

Qualifications

Required Qualifications

Minimum: Bachelor's Degree in IT, Computer Science, Business Administration, Electrical Engineering, or Business Leadership AND 6+ years' in system development, network operations, software support, IT, consulting or technical troubleshooting experience OR 8+ years' in system development, network operations, software support, IT, consulting or technical troubleshooting experience.

Support Experience

Minimum: 4+ years' prior product, customer support and/or technical support experience

Preferred

Bachelor's Degree in IT, Computer Science, Business Administration, Electrical Engineering, or Business Leadership AND 8+ years' in system development, network operations, software support, IT, consulting or technical troubleshooting experience OR 9+ years' in system development, network operations, software support, IT, consulting or technical troubleshooting experience.

Support Experience

5+ years' prior product, customer support and/or technical support experience.

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.

Citizenship Verification: This position requires verification of US Citizenship to meet federal government security requirements.

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.