Technical Support Advisory

• Team Readiness & Development: You will ensure timely case resolution by driving engineer readiness based on skills-gap analysis and product needs
• 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)
• 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
• Process Improvement: Collaborate with stakeholder teams to provide product and process improvement feedback

• 4+ years in system development, network operations, software support, IT, consulting or technical troubleshooting experience OR Bachelor's degree in Information Technology (IT), Computer Science, Business Administration, Electrical Engineering, or Business Leadership 3+ years in system development, network operations, software support, IT, consulting or technical troubleshooting experience
• 3+ years of prior product, customer support and/or technical support experience OR equivalent experience
• English Language: confident in reading, writing, and speaking
• 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.

Experience using SQL, Cloud, Azure, and or Pass, IaSS on-Premises