Technical Advisor

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.

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.

**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**:

- Language Qualification:

- English Language: confident in reading, writing and speaking.
Fluent in German, French, Italian and confident in reading, writing and speaking English - would be considered an advantage

Required
- Demonstrated project/program management experience
Experience with Mobile Device Management and Mobile Application Management, including Intune or third-party solutions (Airwatch, Mobile Iron)
Understanding of TCP/IP, including CIDR, routing and DNS
Understanding of HTTP/HTTPS, including the ability to capture and interpret Fiddler traces.
Knowledge of System Center Configuration manager or system management
Cloud knowledge
Windows networking

Benefits/perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work.