Technical Support Advisor

Full Job Description

Team Readiness & Development: You will ensure timely case resolution by driving engineer readiness based on skills-gap analysis and product needs. Reviews complex issues and contacts customers to understand issue. Acts as an advisor to the customer and handles complex, repeatable, or escalated cases that may become politically charged. Performs complex product troubleshooting and remediation when needed. Collaborates on cross-team and cross-product technical issues by working with resources from other groups as needed to resolve complex customer issues. Case Management (Delivery Excellence): You will perform case reviews and customer wellness checks; ensure process compliance and progression of cases to help solve increasingly complex technical issues. Managing Collaborative Activities: Mentor engineers to be more effective collaborators (cross-team and cross-technologies/lines of business). Participates in case triage meetings and/or case discussions to share knowledge with other engineers and contribute to more rapid customer solutions. Supportability Activities: You will contribute to customer self-help and volume deflection initiatives through activities like input on top pain areas and producing troubleshooting guides/readiness content to help with volume deflection. Engages with engineering team to investigate product bugs, provides business impact, and collaborates with appropriate stakeholders and senior team members on fixes. Process Improvement: Collaborate with stakeholder teams to provide product and process improvement feedback. Implements end-to-end readiness programs and contributes to the content and readiness strategy. Provides feedback to more senior engineers or serviceability team on functionality of products based on engagements with customers. Bachelor's Degree in Information Technology (IT), Computer Science, Business Administration, Electrical Engineering, or Business Leadership AND 3+ years system development, network operations, software support, IT, consulting or technical troubleshooting experience o OR 4+ years system development, network operations, software support, IT, consulting or technical troubleshooting experience OR equivalent experience. 3+ years of prior product, customer support and/or technical support experience English Language: confident in reading, writing and speaking. OR Fluent in German, French, Italian and confident in reading, writing and speaking English. Understanding about Azure platforms (Azure Subscription lifecycle and billing and commerce concepts, Sponsorship, Azure Identity). Common subscription provisioning, ownership, transfer, and access issues. Experience working in a customer service environment, retail, sales, etc. Experience in using innovative technologies such as AI in everyday life. Experience working in a dynamic team environment. Experience with problem solving and providing solutions to customers.

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