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Technical Support Advisory

Microsoft· Technical Support Advisory
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Mexico Cityfull-timePosted 3mo ago

About the role

Frontline engineer and delivery-partner support SME within Customer Service & Support (CSS) at Microsoft, focusing on technical readiness, process compliance, and collaboration to deliver exceptional customer outcomes and promote career growth as a recognized SME.

Responsibilities

  • Team Readiness & Development: You will ensure timely case resolution by driving engineer readiness based on skills-gap analysis and product needs.
  • 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).
  • 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.
  • Process Improvement: Collaborate with stakeholder teams to provide product and process improvement feedback.

Qualifications

  • 4+ 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.
  • 3+ years of prior product, customer support and/or technical support experience
  • Language Qualification: English Language: confident in reading, writing, and speaking.

Skills

Required:Technical readiness and SME capabilitiesCase management and delivery excellence
Last updated Oct 23, 2026. Interested? Apply on the company site.

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