Technical Support Advisory - Azure Cybersecurity

With over 17,000 employees worldwide, the Microsoft Customer Experience & Success (CE&S) organization is responsible for the strategy, design, and implementation of Microsoft's end-to-end customer experience. Come join CE&S and help us build a future where customers come to us not only because we provide industry-leading products and services, but also because we provide a differentiated and connected customer experience.
Within CE&S, the Customer Service & Support (CSS) organization builds trust and confidence for every person and organization through delivering a seamless support experience. In CSS, we help customers and partners resolve their issues quickly, prevent future problems from occurring, and demonstrate new ways to achieve more from their Microsoft investment.
Applications & infrastructure - the largest and fastest growing group in CSS - provides Microsoft's commercial customers with timely technical expertise to address their business-critical challenges and partners with them to advance global, cross-cloud solutions that enable their people and empower the world.
We are looking for an individual who is a service delivery focused subject matter expert. You will be responsible for frontline engineer or delivery partner support staff technical readiness and process compliance. You will provide in-depth technical & subject matter expertise for one or more products, services or scenarios all while driving delivery excellence in a collaborative environment to achieve superior customer outcomes. Your primary accountability is to the support staff and managers on the teams you work with. This opportunity enables and promotes career growth as a recognized technical SME.
This role is flexible in that you can work up to 50% from home.
Microsoft's mission is to empower every person and every organization on the planet to achieve more. As employees we come together with a growth mindset, innovate to empower others and collaborate to realize our shared goals. Each day we build on our values of respect, integrity, and accountability to create a culture of inclusion where everyone can thrive at work and beyond.ResponsibilitiesReadiness Development

• Supports delivery partners and/or teams, enhances support readiness, and ensures timely resolution by developing others. Develops training plans for supplier engineers based on skills gap analysis and product needs. Reviews and provides gap analysis to develop readiness plans for delivery partner teams and/or internal teams based on skills gap analysis, product needs, etc. Contributes to the creation and implementation of readiness plans and content. Assists in the implementation of end-to-end readiness programs (e.g., mentoring, knowledge sharing or technical document creation, brown bag sessions, blogs, quality assurance checks) for both internal and external teams.

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 Collaboration Activities

• Collaborates 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 Activities

• Contributes to customer self help and volume deflection initiatives. Identifies technical deficiencies in services or processes to help improve the quality of the services. Helps define and evangelize operational standards, processes, and practices to vendor teams. Understands how customers are using a given product or service and the challenges that they might face. Manages bug recognition within team and communicates need to higher levels of team. Drives awareness and feedback on opportunities for training, content, tools, and processes. Provides input on top pain areas by contributing and producing troubleshooting guides/readiness content to help with volume deflection.

Process Improvement

• Collaborates with internal teams, and sometimes external teams, for product and process feedback. Partners with manager and Supply Delivery Manager for continuous improvement planning. Serves as an early warning system and notifies appropriate impacted audiences regarding flaws in processes. Evangelizes processes and process improvements.

Other

• Embody our culture and values

QualificationsRequired/Minimum Qualifications

• 2+ years in system development, network operations, software support, IT, consulting or technical troubleshooting experience
  • OR Bachelor's Degree in Information Technology (IT), Computer Science, Business Administration, Electrical Engineering, or Business Leadership.
• At least 2 years of proven experience in Azure Cybersecurity Technologies, especially around End Point Protection (EP)

Additional or Preferred Qualifications

• 3+ years in system development, network operations, software support, IT, consulting or technical troubleshooting experience
  • OR 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.
• 1+ year(s) prior product, customer support and/or technical support experience.
• Additional Knowledge on other Cybersecurity technologies such as: Infrastructure Solutions.
• Experience managing or mentoring individual contributors

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.
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.