Technical Support Advisory - App Services Dev
Company: Microsoft
Location: Issaquah
Posted on: May 14, 2022
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Job Description:
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.A Partner Technical Advisor
(PTA) is a service delivery focused subject matter expert. They are
responsible for incident metrics such as Customer Satisfaction
(quality of the support experience), frontline engineer technical
readiness and process compliance. They provide in-depth technical
and subject matter expertise for one or more services or scenarios.
Their primary accountability is to the engineers at a support
vendor (also known as a supplier or delivery partner), focusing on
the higher volume services and engaging through technical and
subject matter expert mentorship, readiness and escalation
management. They are expected to contribute to technical expertise
and issue resolution globally.ResponsibilitiesReadiness
DevelopmentMonitors and evaluates performance, supports readiness,
and evaluates driver improvement in support quality for both
internal teams and partners. Works with readiness and training
teams to optimize the curriculum, reducing the delivery time
requirement, and to enhance the material. Performs technical
mentoring of others to share technical expertise. Contributes to
the success of the team by providing mentoring, coaching, and role
readiness training.Case Management (Delivery Excellence)Performs
thorough case reviews and customer wellness checks; ensures
progression of cases to help solve increasingly complex technical
issues. Acts as case escalation point for engineers to unblock
servicing and escalation processes. Ensures team members have
access to appropriate resources as needed to support customer
resolution. Advises case owners on out-of-scope escalation
decisions. Drives case triage meetings to share knowledge with
engineers and develop efficient customer solutions. Provides
actionable process or technical feedback derived from case reviews
to Service Delivery Managers, subject matter experts, and Managers
at delivery partners.Managing Collaborative ActivitiesCollaborates
on cross-team and cross-product technical issues by working with
resources from other groups as needed to resolve customer issues.
Helps drive top priorities by working with managers, engineers,
Serviceability team, and other stakeholders. Engages and
collaborates with other Microsoft groups, - including escalation
teams and the development team, in gaining resolution for critical,
complex issues. Teaches Support Engineers to collaborate with
internal teams and build communities to resolve customer and
partner issues to develop unique solutions. Manages the swarming
process to ensure the right individuals and resources are in place
to resolve issues in a timely fashion. - - - - - - - -
Supportability ActivitiesDrives implementation of improvement
initiatives from the Delivery Excellence team. Ensures that
engineers are following supportability processes/ refining
processes to enable engineers to identify and report supportability
ideas/issues to product group. Drives improvements on top pain
areas by contributing and producing troubleshooting
guides/readiness content to help with volume deflection. Identifies
patterns of specific bugs in products and ensures they are handled
with relevant product group team.Process ImprovementHelps drive and
land top priorities by working with managers, engineers,
Serviceability team, and other stakeholders (internal and external)
to improve current processes. Serves as an early warning system,
notifies appropriate impacted audiences, and makes recommendations
on how to fix it. Improves existing troubleshooting workflows and
develops new troubleshooting tools. Generates process improvement
ideas by analyzing trends (e.g., case types, volumes). OtherEmbody
our culture and valuesQualificationsRequired/Minimum
Qualifications4+ years in system development, network operations,
software support, IT, consulting or technical troubleshooting
experienceOR Bachelor's Degree in Information Technology (IT),
Computer Science, Business Administration, Electrical Engineering,
or Business Leadership AND 3+ years in system development, network
operations, software support, IT, consulting or technical
troubleshooting experience.3+ years prior product, customer support
and/or technical support experience.2+ years of experience managing
or mentoring individual contributors1+ years experience
troubleshooting Configuration and Management:App ConfigurationAPI
Management Service/Authentication, Security:SSL/TLS
ConfigurationsApp Service Certificates/DomainsKnowledge and
understanding of Azure Web Apps configuration and setting on both
versions Windows/LinuxAdditional or Preferred Qualifications5+
years in system development, network operations, software support,
IT, consulting or technical troubleshooting experienceOR 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.4+
years prior product, customer support and/or technical support
experience.Proven ability to lead people to achieve
successFamiliarity with Azure and/or compete cloud productsStrong
customer service, communication, problem-solving and interpersonal
skillsProblem-solving skillsSelf-motivation and an ability to use
initiativeCapacity to deal with difficult customers and ability to
thrive in ambiguityAbility 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.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: 1320660Date posted : 2022-04-19Travel:
0-25%Profession: Technical SupportRole type: Individual
ContributorEmployment type: Full-TimeExperience: Experienced
professionals
Keywords: Microsoft, Seattle , Technical Support Advisory - App Services Dev, IT / Software / Systems , Issaquah, Washington
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