Technical Support Advisory

With over 18,000 employees worldwide, the Microsoft Customer Experience & Success (CE&S) organization is responsible for the strategy, design, and implementation of Microsoft’s end-to-end customer experience. Come join CE&S and help us build a future where customers come to us not only because we provide industry-leading products and services, but also because we provide a differentiated and connected customer experience. Within CE&S, the Customer Service & Support (CSS) organization builds trust and confidence for every person and organization through delivering a seamless support experience. In CSS, we help customers and partners resolve their issues quickly, prevent future problems from occurring, and demonstrate new ways to achieve more from their Microsoft investment. Within CSS, our Digital Transformation Platform (DTP) group delivers world-class support for our global customers on their digital transformation journey. We provide valuable support solutions on a wide range of technologies, including Data analytics, Artificial Intelligence and IoT, Business Intelligence and Power BI, SQL, Dynamics 365, and Power Platform, that elevate our customers’ trust in Microsoft and improve their business performance. This role is flexible in that you can work up to 100% from home. 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**: **Readiness Development**: **Case Management (Delivery Excellence)**: **Managing Collaborative Activities** - Manages highly complex levels of escalated problems, involving broad, in-depth product knowledge or in-depth product specialty. Collaborates with product team to influence, improve, or propose fixes to the development of products and features. Relays customer feedback towards future product enhancements. Oversees the swarming process to ensure that "silos" are bridged and that individuals first taking issues own it through resolution. **Supportability Activities** - Manages highly complex levels of escalated problems, involving broad, in-depth product knowledge or in-depth product specialty. Collaborates with product team to influence, improve, or propose fixes to the development of products and features. Relays customer and product feedback towards future product enhancements. Oversees swarming, emerging issue, and other operational process to ensure that "silos" across functions are bridged and that individuals first taking issues own it through resolution. Collaborate with various stakeholders (e.g. Supplier Delivery Managers [SDMs], Delivery Partner Managers [DPMs], Managers of Delivery teams, product engineering team) to drive various improvements that impact quality and efficiency. **Process Improvement** - Works to refine processes as needed by collaborating with global teams and product groups to influence, improve, and/or propose fixes to the development of products and features. Acts as liaison between engineering teams and support teams to ensure process is refined and works correctly. Serves as an early warning system and is able to put plans in place to mitigate issues and proactively address solutions. Proposes revisions to process and policy KBs to address pain areas for customers and advocates. Collaborate with appropriate contacts (e.g. SDMs, DPMs, M1, SPMs [Supportability Program Managers], Managers of Delivery teams) to drive improvements in quality and efficiency. Evangelizes processes and process improvements. **Other**: - Embody our Culture and Values **Qualifications**: **Required Qualifications**: - 7+ 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 AND 5+ years in system development, network operations, software support, IT, consulting or technical troubleshooting experience. - 5+ years prior product, customer support and/or technical support experience. - Proficient background using Azure Databricks - Experience with one or more Big Data or Analytics Products and Services (Azure Data Factory, Hadoop, Spark, Hive, Data Lake or Cloud Streaming technologies) - Competent within Open Source Ecosystem such as Linux or Apache - Demonstrated developer experience using Python, or Scala, or R - Experience with one or more customer support, product support, technical support, IT Admin support, Consulting, systems development, product development, network operations, software engineering, or I.T. consulting, customer or technical support or consulting or end-user support. - Experience with pr