Technical Support Advisory IC3 @ Microsoft

Core (all people in this role perform these duties; depending on tenure some duties may be minimal

Provide technical and SME coaching for Delivery Partner (DP) Engineers, Advocates
Partner with the Support Delivery Manager (SDM) and CSS Training teams to address any readiness gaps, ensuring findings and remediations shared across Delivery Partners and LOBs, as applicable.
Own case management duties (incoming inspection, escalations, tech reviews, triage, wellness, reduced time to... measures)
Provide Readiness Content (identify need for and create content; contribute to readiness efforts where you are the Subject Matter Expert (SME))
Manage collaboration activities (reactive, proactive, cross-team for complex cases, overall process)
Contribute to Supportability activities (case analysis and case pattern recognition, deflection initiatives, and other Supportability improvements working with Stakeholders like Supportability Program Managers)
Release Management and Deployment for Delivery Partners (ensure it happens, do not own directly)
As a technical, program SME, collaborate with all stakeholders to identify and recommend technical, program process and tool opportunities, leading with innovation within their scope and prioritizing needs when beyond.
Provide Frontline Technical or Sales Operations Oversight to Delivery Partners

Optional (people in this role may perform these duties, can vary by line of business)
Provide Frontline Operations Metrics Oversight
Participate in DP ROB (WBR, QBR, MBR)
Participate in Product Group Triages (coordinated with Eng. and Service TAs)
Approval of escalations to product group on behalf of DP (known as ICMs, Bugs or similar varies by SBU) Drive Down Speed or Time to Competency for DP Resources
Participate in Technical and SME Interviews for New PTA Hires
Direct Customer Contact (to support frontline engineers, periodic case ownership to maintain technical expertise)
Run Non-Top Box and Deviation Analysis (including Approval)
Lead or participate in building communities with peer delivery roles (SEE, EE, EEE, TA); may be workload or specialty specific.

Language Qualification
English Language: fluent in reading, writing and speaking.

Skills and qualifications:
Experience mentoring, training and leading technical triages. Experience with reporting and analytic
Excellent customer service skills
Experience in a customer facing or customer support role
Experience in troubleshooting and problem-solving role
Experience in a team environment
Four or more year s industry experience with Microsoft Server products (preferred)
B.S. degree in C.S. or E.E. or equivalent experience

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.