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Technical Support Advisor

Microsoft· Technical Support Advisory
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Mexico Cityon-sitePosted 1mo ago

About the role

Service delivery focused subject matter expert providing technical readiness and process compliance for frontline engineers or delivery partner staff, delivering in-depth technical SME support for one or more products/services, driving delivery excellence and customer outcomes within the Customer Service & Support organization at Microsoft.

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 OR equivalent experience.
  • Language Qualifications: English Language — confident in reading, writing, and speaking.

Skills

Required:Technical SME ownershipCase managementMentorship and collaboration
Nice to have:Process improvement
Last updated Sep 17, 2026. Interested? Apply on the company site.

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