Technical Advisor for ARR Networking POD

Company: Microsoft
Location: Issaquah
Posted on: January 15, 2022

Job Description:

Our Organization:Do you have a passion for Cloud Services? Do you want to be a key technical leader in a rapidly growing & profitable "Enterprise" cloud service? Does building the Services infrastructure of a cloud service excite you? If you want to join a fast-paced team & have an impact on a growing online business, this is the opportunity for you to drive the evolution of Microsoft Azure Support while keeping customer satisfaction as the top priority! This is an opportunity for you to be constantly learn as the Platform expands to provide broader capabilities to our customers, enable customers using a service rather than on premise Microsoft products, and to work in collaboration with multiple Microsoft teams inside of Customer Service & Support (CSS), Engineering and Operations teams.Our Culture:Our culture is built around attributes that drive our every decision, and our every action.Customer obsession - Our people are relentless in the pursuit of truly exceptional customer experiences that are easy, insightful and trusted.Growth mindset - Our people focus on learning, improving and being open about change.Diverse and inclusive - We celebrate and leverage our cultural differences as it makes us a stronger organization and provides the best experience for our engineers and customers.One Microsoft - We believe in a boundary-less organization, unlocking the collective genius and building great experiences.Making a difference - We think beyond the traditional measures of business or individual success and believe that our work is purpose driven, improving lives worldwide.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. -An Engineer TA is a service delivery focused subject matter expert. You will own incident metrics such as Speed of Resolution, Solution, etc. as well as quality of the support experience. The primary responsibility is to the engineers in a regional team, focusing on the higher volume services and engaging through technical mentorship, readiness. Your primary activities are targeted towards support incidents and individual mentoring to unblock customer technical issues directly with support engineers. You will also manage collaboration across teams and escalations. -Responsibilities --- Identify and analyze skill-gaps in team; 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/ICMs (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 onboarding activities for new 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 as business needs arise--- Interface with CSAM/TAM 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. ---- Actively partner and collaborate with ARR CADM Networking TAs and Azure Networking Pod TAs ---- Release management and deployment (ensure it happens, do not own directly) ---- Trends, forecast for LOB ---- Readiness content - identify need for and, or create contentQualificationsRequired Qualifications: -3+ years of experience in a customer facing -role--- -2+ years of experience in troubleshooting Azure Services2+ years of technical experience in one or more of the following: -Strong knowledge and understanding of TCP/IP protocols -Familiarity with networking concepts including VPN, DNS, IP addressing, Routing (such as BGP or OSPF), load balancing, CDN, etc. -Understanding of the OSI model and related concepts -Experience with Infrastructure / Network Administration -Troubleshooting at the expert level within large Network Environments -Notions of Private, Hybrid and Public Cloud -Notions of Virtualization of SDN technologies -Familiarity with networking tools including ping, tracert, Netmon, -WireShark, -nmap, etc. -Familiarity with Linux shell environments, scripting, and administration -Windows System Administration/Virtualization -Windows scripting or PowerShell -Excellent problem solving and troubleshooting skills, an ability to use various data collection tools and methodologies to analyze problems, determine root cause and develop -solutions. -Preferred Qualifications: -BS in computer science or engineering -preferred. -Solid foundation and background in Microsoft products and technologies -Solid foundation -and background -in Cisco, -fortinet, palo alto, or similar network solution providers -Soft Skills: -Technical Leadership - handle technically challenging and politically sensitive customer -situations. -Ability to mentor and develop othersWork collaberatively with key stakeholdersStrong communications skills - excellent spoken and written English communication skills and the ability to present complex technical issues clearly and concisely to a general -audience. -Ability to understand the customer's best interests in terms of problem -impact.--- -Passion for technology, problem solving, and customer -supportability. - -Ability to discovery, recognize and assess alternate solutions to a -problem.--- -Ability to drive discussions remotely with -authority. - -Ability to work -collaboratively. - -Logical and Critical thinking - -Ability to develop and nurture relationships over long distances and remote technologies like -Teams. - -Ability to deal with -ambiguity. -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. -The salary for this role in the state of Colorado is between $102,500 and $154,500.At Microsoft, certain roles are eligible for additional rewards, including annual bonus and stock. These awards are allocated based on individual performance. In addition, certain roles also have the opportunity to earn sales incentives based on revenue or utilization, depending on the terms of the plan and the employee's role.Benefits/perks listed here may vary depending on the nature of your employment with Microsoft and the country where you work.US-based employees gain access to healthcare benefits, a 401(k) plan and company match, short-term and long-term disability coverage, basic life insurance, and fitness benefits, among others.Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances. - We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request -via the Accommodation request form.Benefits/perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work.Benefits and PerksIndustry leading healthcareSavings and investmentsGiving programsEducational resourcesMaternity and paternity leaveOpportunities to network and connectDiscounts on products and servicesGenerous time awayJob SummaryJob number: 1166681Date posted : 2021-11-08Travel: 0-25%Profession: ServicesRole type: Individual ContributorEmployment type: Full-TimeExperience: Experienced professionals

Keywords: Microsoft, Seattle , Technical Advisor for ARR Networking POD, IT / Software / Systems , Issaquah, Washington