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Microsoft Corporation Logo Microsoft Corporation · IT - Administration

Sr Technical Advisor

China, Shanghai · Job Posted March 20, 2026
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Job Description

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.

Job Responsibility

  • Team Readiness & Development: ensure timely case resolution by driving engineer readiness based on skills-gap analysis and product needs
  • Case Management (Delivery Excellence): drive technical triages on upcoming products/complex technical subjects for overall improvement of team performance
  • Perform case reviews to derive actionable process or technical feedback
  • share at the regional or global level
  • Managing Collaborative Activities: Manage highly complex escalated problems, involving broad product knowledge or in-depth product specialty
  • Mentor engineers and other Technical Advisors to be more effective collaborators
  • Supportability Activities: Contribute to customer self-help and volume deflection initiatives
  • Analyze case trends to Influence, improve, and/or propose fixes to the development of products and features
  • Process Improvement: Refine processes as needed by collaborating with global teams and product groups
  • Act as liaison between engineering teams and support teams to ensure process is refined and works correctly
  • Serve as an early warning system and put plans in place to proactively mitigate issues.

Requirements

  • 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 4+ 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
  • Mandarin Language: fluent in reading, writing and speaking
  • English Language: confident in reading, writing and speaking.
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