Technical Support Advisor

• Team Readiness & Development: You will ensure timely case resolution by driving engineer readiness based on skills-gap analysis and product needs
• Reviews complex issues and contacts customers to understand issue
• Acts as an advisor to the customer and handles complex, repeatable, or escalated cases that may become politically charged
• Performs complex product troubleshooting and remediation when needed
• Collaborates on cross-team and cross-product technical issues by working with resources from other groups as needed to resolve complex customer issues
• 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)
• Participates in case triage meetings and/or case discussions to share knowledge with other engineers and contribute to more rapid customer solutions
• 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
• Engages with engineering team to investigate product bugs, provides business impact, and collaborates with appropriate stakeholders and senior team members on fixes
• Process Improvement: Collaborate with stakeholder teams to provide product and process improvement feedback
• Implements end-to-end readiness programs and contributes to the content and readiness strategy
• Provides feedback to more senior engineers or serviceability team on functionality of products based on engagements with customers

• 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
• OR equivalent experience
• 3+ years of prior product, customer support and/or technical support experience
• English Language: confident in reading, writing and speaking
• OR Fluent in German, French, Italian and confident in reading, writing and speaking English

• Understanding about Azure platforms (Azure Subscription lifecycle and billing and commerce concepts, Sponsorship, Azure Identity)
• Common subscription provisioning, ownership, transfer, and access issues
• Support scope boundaries and ownership paths across Microsoft team
• Experience working in a customer service environment, retail, sales, etc
• Experience in using innovative technologies such as AI in everyday life
• Experience working in a dynamic team environment
• Experience with problem solving and providing solutions to customers
• Microsoft Technology Certifications, AI-900 and AZ-900

Certain roles may be eligible for benefits and other compensation