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 12,000 employees worldwide, the Microsoft Customer Experience & Success (CE&S) 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 CE&S 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.

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.

An Engineer TA is a service delivery focused subject matter expert. You will own incident metrics such as Speed of Resolution/Solution/etc. as well as quality of the support experience. The primary responsibility is to the engineers in a regional team, focusing on the higher volume services and engaging through technical mentorship, readiness. Your primary activities are targeted towards support incidents and individual mentoring to unblock customer technical issues directly with support engineers. You will also manage collaboration across teams and escalations.

A Service TA is focused on the success of one or more services and of the overall pod/team. You will own service metrics such as Speed of Resolution/Solution/etc. and deflection rates. Responsibility is spread across various stakeholders like team managers, Engineer TAs, Supportability PMs and PG. Your primary activities are targeted towards supportability (of the product or service) and overall pod/team effectiveness, in partnership with Serviceability. Primary focus is making sure that service delivery has tools, processes, and documentation to resolve incidents

Responsibilities

TA Responsibilities

• Identify and analyze skill-gaps in team or Pod; contribute to the creation of readiness plans and content

• Own Case management duties (technical review/triage, incoming inspection for SIE (Service Interruption Event), case progression, impact to customer wellness, reduced time to... measures)

• Enable swarming and collaboration activities, including advanced troubleshooting

• 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

• Provide ramp activities for junior engineers, knowledge sharing, technical coaching and mentoring

• Drive technical collaboration and 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

Optional Responsibilities

• Technical interviews for new hires

• Assist / acting team manager/ POD lead

• Interface w/TAM to maintain good customer relations (Premier-focused LOBs)

• Process improvement feedback to appropriate DP and MSFT stakeholders

• PG Collaboration including triages

• Approval of escalations to product group (known as ICMs, Bugs or similar – varies by SBU)

• Direct customer contact (to support frontline engineers, periodic case ownership to maintain technical expertise)

• Influence behaviors to derive desired outcomes replaced Provide Metrics Oversight

• Lead or participate in building communities with peer delivery roles (SEE/EE/EEE/TA); may be workload or specialty specific.

• Release management & deployment (ensure it happens, do not own directly)

• Trends/ forecast for LOB

• Responsible for oversight of Speak Up! items (Consumer)

Optional Responsibilities for an Engineer TA

• Readiness content - identify need for and/or create content

• Assist/ acting team Manager/ POD lead

• Interface w/TAM to maintain good customer relations (Premier-focused LOBs)

• Direct customer contact (to support frontline engineers, periodic case ownership to maintain technical expertise)

• Influence behaviors to derive desired outcomes replaced Provide Metrics Oversight

• Lead or participate in building communities with peer delivery roles (SEE/EE/EEE/TA); may be workload or specialty specific.

Optional Responsibilities for a Service TA

• Manage collaboration activities (reactive, proactive, cross-team for complex cases, overall process)

• Direct customer contact (to support frontline engineers, periodic case ownership to maintain technical expertise)

• Lead or participate in building communities with peer delivery roles (SEE/EE/EEE/TA); may be workload or specialty specific.

• Trends/ forecast for business

Qualifications

Language Qualification

English Language: fluent in reading, writing and speaking.

Required

• Up to 5 years’ experience in Network Security Engineering or consulting, and/or Systems Administration with focus on security. Experience with endpoint security, server security, or threat analytics.

• Up to 3 years’ customer facing support experience

• Up to 3 years’ experience on Windows Server, Windows Client, Active Directory and/or Azure Active Directory Administration

• Enterprise cloud experience with any of the major cloud providers, including cloud security, networking, and migration of multi-cloud or hybrid deployments

• Experience supporting large and complex geographically distributed enterprise environments with 1000+ users

Experience in one or more of these areas desirable

• Experience with Linux or Mac administration

• Scripting and automation (PowerShell or Python, Java, or a similar language, can be a beginner to intermediate level).

Endpoint Security - Endpoint Security strong knowledge with hands on experience-

Technical Advisors are responsible for incident metrics such as FDR/Team CPE/ Team- Initial response /FQR and for providing in-depth technical SME expertise for one or more services or scenarios. Their primary accountability is to the engineers in their sub-team, focusing on the higher volume services, but they are expected to contribute to technical expertise and issue resolution globally. Daily activities are focused on support incidents and individual engineer technical mentoring, comprising of tasks such as sub-team case reviews, ICM engagements, and PG triages.”

• Should have good and handled on all support topics for at least last 8- 12 months

• Working and helping on complex cases.

• Should have delivered triages and cleared TDP’s.

• Should be willing to work in flexible time zone per business and POD requirements

• Delivering in customer facing sessions will be added advantage.

• Be active as SMEs and expected to work with engineers on solving the most complex problems, help with IcMs, engage with EEEs and supportability, etc.

Responsibilities

• Communicate with corporate customers via telephone, email, and other electronic communications regarding problems.

• Analyze problems and provide solutions to meet customer needs;

• Drive in regular case triage meetings to share knowledge with other engineers and develop efficient customer solutions.

• Drive technical triages on upcoming products/complex technical subjects for overall improvement of team performance.

• Be active in your pod’s SME collaboration process to help contribute your SME expertise to the global team and foster a collaborative and open culture. Deliver clear resolutions or action plans, along with details such as logs and analysis to contribute to knowledge sharing. Provide guidance on when to file EEE tasks or ICMs.”

• Participate in Front of Funnel activities and Market Share activities.

Qualifications

• Candidate must be a strong critical thinker, and enjoy solving very difficult problems (often involving code level analysis)

• Strong experience in Current Microsoft® Server/Client platforms and Azure cloud platform with SME level knowledge in one of the two Performance verticals, Endpoint Security strong knowledge with hands on experience working on Cases and customer.

• Candidates must also have strong customer service, accurate logical problem solving and communication skills, and the ability to work in a team environment.

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.