Technical Advisor - Azure Identity Authentication
Microsoft
San Jose, San José, Costa Rica
hace 6 días

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.

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.

A Service TA is focused on the success of one or more services and of the overall pod or team. You will own service metrics such as Speed of Resolution, Solution, etc.

and deflection rates. Responsibility is spread across various stakeholders like team managers, Engineer TAs, Supportability PMs and PG.

Your primary activities are targeted towards supportability (of the product or service) and overall pod, team effectiveness, in partnership with Serviceability.

Primary focus is making sure that service delivery has tools, processes, and documentation to resolve incidents

TA Responsibilities

Your Responsibilities

  • Responsible for the customer support experience with Microsoft
  • Own, troubleshoot and solve customer technical issues, using collaboration, troubleshooting best practices and transparency within and across teams swarming)
  • Identify cases that require escalation (either technically or strategically)
  • Create and maintain incident management requests to product group or engineering group
  • Contribute to case deflection initiatives, automation and other digital self-help assets to improve customer and engineer experience
  • Provide ramp activities, 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
  • Responsibilities

    Readiness 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 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 Collaborative 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.

    Qualifications

    Required / 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.
  • and 2+ years of customer facing support experience

  • Experience on Windows Server, Windows Client, Active Directory and, or Azure Active Directory Administration, ADFS, SSO configuration, Azure Identity protection, Identity management, O365 identity, Azure MFA.
  • Experience supporting large and complex geographically distributed enterprise environments with 1000+ users
  • Language Qualification

    English Language : fluent in reading, writing and speaking.

    Additional or Preferred Qualifications

  • 3+ 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.
  • 1+ year(s) prior product, customer support and / or technical support experience.
  • Experience in one or more of these areas desirable

  • Windows System Administration, Certificates, PKI, DNS, Networking, Virtualization, PowerShell scripting.
  • OS Internals concepts, load balancing, geo-redundancy, CDN and VPN technologies.
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