Microsoft—Technical Support Advisory

Job description

Description: Overview MCAPS-Core accelerates customer outcomes and business growth. By uniting product, engineering, marketing, sales, customer success, and partners around a common customer mission, we help customers realize value faster and turn innovation into measurable business impact. Through deep technical expertise and differentiated go-to-market execution, we win competitively, capture market share, and scale repeatable growth motions. We differentiate through value creation - delivering world-class, AI-powered customer experiences that accelerate adoption, strengthen loyalty, and create sustainable competitive advantage, driving growth that outpaces the market. Within MCAPS - Core, the Customer Service & Support (CSS) organization builds trust and confidence for every person and organization through delivering a seamless support experience. In CSS, we are powered by Microsoft’s AI technology to help consumers, businesses, partners, and more, resolve their issues quickly and securely, helping prevent future problems from occurring and achieving more from their Microsoft investment. The Support Technical Advisor serves as a senior technical leader and escalation resource within the support organization, providing advanced troubleshooting expertise for complex customer issues. The role drives technical excellence through case mentoring, knowledge sharing, readiness initiatives, and collaboration with engineering teams to improve customer outcomes. The advisor helps accelerate issue resolution, strengthen team capability, and improve supportability through process improvements, automation opportunities, and deep subject matter expertise. Microsoft’s mission is to empower every person and every organization on the planet to achieve more. As employees we come together with a growth mindset, innovate to empower others and collaborate to realize our shared goals. Each day we build on our values of respect, integrity, and accountability to create a culture of inclusion where everyone can thrive at work and beyond. Responsibilities • 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. Qualifications Required Qualifications: 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, Experience in Defender for Office 365 required. Language Qualification 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. This position will be open for a minimum of 5 days, with applications accepted on an ongoing basis until the position is filled. Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, citizenship, color, family or medical care leave, gender identity or expression, genetic information, immigration status, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran or military status, race, ethnicity, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable local laws, regulations and ordinances. If you need assistance with religious accommodations and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations.