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Technical Support Advisory

Microsoft· Technical Support Advisory
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Mexico Cityfull-timePosted 2w ago

About the role

Service delivery focused subject matter expert providing technical readiness and process compliance for frontline engineers or delivery staff, delivering in-depth SME guidance across products/services and driving delivery excellence for superior customer outcomes within Microsoft Customer Service & Support.

Responsibilities

  • Team Readiness & Development: ensure timely case resolution by driving engineer readiness based on skills-gap analysis and product needs.
  • Case Management (Delivery Excellence): 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: contribute to customer self-help and volume deflection initiatives through 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, Computer Science, Business Administration, Electrical Engineering, or Business Leadership AND 3+ years in relevant experience)
  • 3+ years of prior product, customer support and/or technical support experience (or equivalent)
  • English Language: confident in reading, writing, and speaking.

Skills

Required:Technical troubleshootingCase managementLeadership and mentoring
Last updated Oct 9, 2026. Interested? Apply on the company site.

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