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Technical Support Advisory

Microsoft· Technical Support Advisory
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Mexico CityPosted 2w ago

About the role

Service delivery focused SME within Customer Service & Support (CSS) at Microsoft, responsible for frontline engineer or delivery partner technical readiness, process compliance, and in-depth technical expertise for products/services to drive delivery excellence and superior customer outcomes. On-site role based in Mexico City, Mexico.

Responsibilities

  • Team Readiness & Development: drive engineer readiness based on skills-gap analysis and product needs to ensure timely case resolution.
  • Case Management (Delivery Excellence): perform case reviews and customer wellness checks; ensure process compliance and progression of cases to solve increasingly complex technical issues.
  • Managing Collaborative Activities: mentor engineers to be more effective collaborators across teams, technologies, and lines of business.
  • Supportability Activities: contribute to customer self-help and volume deflection initiatives by providing input on top pain areas and producing troubleshooting guides/readiness content.
  • 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
  • 3+ years in 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 OR equivalent experience
  • English Language: confident in reading, writing, and speaking
  • Ability to meet Microsoft, customer and/or government security screening requirements (Microsoft Cloud Background Check) on hire/transfer and every two years thereafter
Last updated Oct 23, 2026. Interested? Apply on the company site.

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