Technical Support Advisory

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 flexible in that you can work up to 50% from home.

Responsibilities

• Team Readiness & Development – you will assess the technical and professional capabilities of support staff and assist in developing training plans to address identified gaps.
• Case Management (Delivery Excellence) – you will perform case reviews to ensure process compliance.
• Managing Collaborative Activities – mentor engineers on effective collaboration (cross-team and cross-technologies/lines of business) and quality case handling standards.
• Supportability Activities – you will contribute to customer self-help and volume deflection initiatives.
• Process Improvement – you analyze trends (e.g., case types, volumes) and collaborate with stakeholder teams to provide product and process improvement feedback.

Qualifications

• Language Qualification: English Language: fluent in reading, writing and speaking.

Preferred Qualifications

• Bachelor’s degree in Computer Science, Engineering, Math, or equivalent’s experience.
• Experience - Technical proficiency in and learning attitude toward Azure technologies; previous experience as a member of one of the Azure Subscription Management and Billing Area.
• Proven ability to lead people to achieve success
• Familiarity with Azure and/or compete cloud products
• Strong customer service, communication, problem-solving and interpersonal skills
• Problem-solving skills
• Self-motivation and an ability to use initiative
• Self-motivated and directed.
• Proven ability to lead people to achieve success.
• Capacity to deal with difficult customers and ability to thrive in ambiguity
• This position may require you to work a rotational On-Call schedule, evenings and weekends shifts. Please note that shifts might change according to business needs.
• 2+ years of experience managing or mentoring individual contributors
• 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. 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.

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