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Technical Support Advisory

https://www.microsoft.com/ Logo

Microsoft Corporation

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Location:
Costa Rica , San José

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Category:
IT - Administration

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Contract Type:
Not provided

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Salary:

Not provided
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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: 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

Requirements:

  • Bachelor's Degree in Computer Science, Information Technology (IT), or related field AND 3+ years of technical support, technical consulting experience, or information technology experience OR 5+ years of technical support, technical consulting experience, or information technology experience OR equivalent experience
  • 3+ years of prior product, customer support and/or technical support experience
  • Proficiency in technological understanding on various Microsoft technologies (Azure, Windows, cybersecurity, Active Directory) or similar technologies with other companies
  • Project management skills, able to orchestrate teams within a fast-paced environment collaborating with cross-functional teams, leading teams indirectly
  • Ability to monitor key performance indicators (KPIs), metrics and SLAs related to technology delivery and team performance
  • Understanding on customer service approach including escalations, conflict resolution with a focus on customer satisfaction demonstrating communication skills
  • English Language: fluent 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.

Nice to have:

  • Microsoft Certifications ( AZ900 - Azure Fundamentals / SC900 - Security, Compliance, and Identity Fundamentals / AI900 - Azure AI Fundamentals / MS900 - Microsoft 365 fundamentals )
  • Fluency en Portuguese language

Additional Information:

Job Posted:
April 15, 2026

Employment Type:
Fulltime
Work Type:
Hybrid work
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