Technical Support Advisory

hace 1 semana

San José, Costa Rica Microsoft A tiempo completo

Microsoft is on a mission to empower every person and every organization on the planet to achieve more. Our culture is centered on embracing a growth mindset, a theme of inspiring excellence, and encouraging teams and leaders to bring their best each day. In doing so, we create life-changing innovations that impact billions of lives around the world. You 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 experience. This 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 growth. The 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 capabilities. The TA is an expert at coaching and mentoring on case management standards which enable engineers to improve throughput and handle ever-more complex cases. TAs 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.

A Service TA is focused on the success of one or more services and of the overall pod or team. You will own service metrics such as Speed of Resolution, Solution, etc. and deflection rates. Responsibility is spread across various stakeholders like team managers, Engineer TAs, Supportability PMs and PG. Your primary activities are targeted towards supportability (of the product or service) and overall pod, team effectiveness, in partnership with Serviceability. Primary 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

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