Job details
Job type full-time
Full job description
Microsoft is on a mission to empower every person and every organization on the planet to achieve moreOur culture is centered on embracing a growth mindset, a theme of inspiring excellence, and encouraging teams and leaders to bring their best each dayIn doing so, we create life-changing innovations that impact billions of lives around the worldYou can help us to achieve our mission.
With over 15,000 employees worldwide, the microsoft customer experience and success (cens) organization is responsible for the strategy, design, and implementation of the microsoft end-to-end customer experienceThis newly expanded organization reflects the microsoft ambition to be known as a customer experience company, ensuring our microsoft mission to empower every person and every organization on the planet to achieve more is enabled by delighting customers and consistently exceeding their expectations in every interaction through a connected customer experience.
Microsoft has a tremendous opportunity to exceed customer expectations and drive greater customer loyalty and trust, which leads to greater satisfaction, retention, and growthThe cens organization is looking for people with a passion for delivering customer success to help us build a future where customers come to us, not only because we provide industry-leading products and services, and also because we provide a differentiated and connected customer experience that is rooted in our commitment to delivering on customer outcomes.
Technical advisors are responsible for ensuring the development of support engineers (se) technical capabilitiesThe ta is an expert at coaching and mentoring on case management standards which enable engineers to improve throughput and handle ever-more complex casesTas deliver unique value by utilizing their technical knowledge to ensure ramp-up and readiness of the support engineering staff to assist customers with issues while maintaining a high-quality bar.
An engineer ta is a service delivery focused subject matter expertYou will own incident metrics such as speed of resolution, solution, etcAs well as quality of the support experienceThe primary responsibility is to the engineers in a regional team, focusing on the higher volume services and engaging through technical mentorship, readinessYour primary activities are targeted towards support incidents and individual mentoring to unblock customer technical issues directly with support engineersYou will also manage collaboration across teams and escalations.
A service ta is focused on the success of one or more services and of the overall pod or teamYou will own service metrics such as speed of resolution, solution, etcAnd deflection ratesResponsibility is spread across various stakeholders like team managers, engineer tas, supportability pms and pgYour primary activities are targeted towards supportability (of the product or service) and overall pod, team effectiveness, in partnership with serviceabilityPrimary focus is making sure that service delivery has tools, processes, and documentation to resolve incidents
Responsibilities
Ta responsibilities
Identify and analyze skill-gaps in team or pod; contribute to the creation of readiness plans and content
Own case management duties (technical review, triage, incoming inspection for sie (service interruption event), case progression, impact to customer wellness, reduced time to..Measures)
Enable swarming and collaboration activities, including advanced troubleshooting
Approve and review escalations (regardless of destination - to escalation engineer or engineering group)
Improve existing and develop new troubleshooting workflows and troubleshooting guides (tsg)
Ensure landing of new feature onboarding
Own cases, as business demands
Provide ramp activities for junior engineers, knowledge sharing, technical coaching and mentoring
Drive technical collaboration and engagement outside of css (product engineering teams, services, support, regions)
Lead or participate in building communities with peer delivery roles; may be workload or specialty specific
Optional responsibilities
Technical interviews for new hires
Assist acting team manager or pod lead
Interface with csam to maintain good customer relations (premier-focused lobs)
Process improvement feedback to appropriate dp and msft stakeholders
Pg collaboration including triages
Approval of escalations to product group (known as icms, bugs or similar – varies by sbu)
Direct customer contact (to support frontline engineers, periodic case ownership to maintain technical expertise)
Influence behaviors to derive desired outcomes replaced provide metrics oversight
Lead or participate in building communities with peer delivery roles (see, ee, eee, ta); may be workload or specialty specific.
Release management and deployment (ensure it happens, do not own directly)
Trends, forecast for lob
Responsible for oversight of speak up! items (consumer)
Optional responsibilities for an engineer ta
Readiness content - identify need for and, or create content
Assist, acting team manager, pod lead
Interface w, tam to maintain good customer relations (premier-focused lobs)
Direct customer contact (to support frontline engineers, periodic case ownership to maintain technical expertise)
Influence behaviors to derive desired outcomes replaced provide metrics oversight
Lead or participate in building communities with peer delivery roles (see, ee, eee, ta); may be workload or specialty specific.
Optional responsibilities for a service ta
Manage collaboration activities (reactive, proactive, cross-team for complex cases, overall process)
Direct customer contact (to support frontline engineers, periodic case ownership to maintain technical expertise)
Lead or participate in building communities with peer delivery roles (see, ee, eee, ta); may be workload or specialty specific.
Trends, forecast for business
Qualifications
Soft skills
Leadership - handle technically challenging and politically sensitive customer situations
Strong communications skills – excellent spoken and written english communication skills
Effective, polished interaction with customer to gather information quickly; explain customer responsibilities in resolving issue; communicate next steps and status; and inspire confidence
Demonstrable troubleshooting skills
Cross-team collaboration
Logical and critical thinking
Passion for technology and customer support
Understanding of cloud vsOn premise computingFamiliarity with fundamentals of cloud computing.
Technical skills
Technical understanding of the following areas with a (preferred) deep knowledge in at least one: microsoft azure platform, operating system/virtualization, networking, or relational database design/administration and networking experience.
Microsoft azure platform
– microsoft azure architecture and its components (fabric, compute, storage)
– knowledge of microsoft azure platform services
– azure platform development and deployment concepts
– familiarity with development: tools, language, process, methods, troubleshooting
– microsoft azure core platform (azure fabric, rdfe, rdos, networking, storage)
– azure paas application development & troubleshooting
– sql azure
– azure networking services
– azure media service
– system administration of windows/linux, as well as virtualization technology.
Operating system/virtualization
– familiarity with active directory, security, os internals concepts
– understanding of virtualization concepts and virtual system administration
– familiarity with system management tools such as scom
– experience with hyper-v configuration and administration
Networking
– familiarity with networking concepts including vips, nat, dns
– familiarity with networking tools (ping, tracert, tracemon, wire shark, etc.)
– understanding of load balancing, geo-redundancy, cdn and vpn technologies preferred
– understanding of the osi model and related concepts
Relational database design/administration
– familiarity with relational and document based database design methodologies
– familiarity with bi data modeling and cube design concepts
– sql database administration
– understanding of sql tracing, ssis, ssrs and ssas
– familiarity with ado.net preferred
Experience
3 years of support or equivalent experience including a customer facing or customer support role
General
Available to work critical cases as needed on a 24x7 basis or through an on-call model.
Occasional domestic and international travel
Education/certification
B.sDegree in computer science or equivalent experience
Mcse, mcpd, mcad preferred
Ability to meet microsoft, customer and/or government security screening requirements are required for this roleThese 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 employerAll qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinancesWe also consider qualified applicants regardless of criminal histories, consistent with legal requirementsIf you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request via the accommodation request form.
Benefits/perks listed below may vary depending on the nature of your employment with microsoft and the country where you work.
Hiring insights
Job activity
Posted 30+ days ago
