Technical Support Advisor

Requirements

• 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
• 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

Nice to Haves

• Understanding about Azure platforms (Azure Subscription lifecycle and billing and commerce concepts, Sponsorship, Azure Identity). Common subscription provisioning, ownership, transfer, and access issues
• Support scope boundaries and ownership paths across Microsoft team
• 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
• Microsoft Technology Certifications, AI-900 and AZ-900

What You'll Be Doing

• 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. Participate in case triage meetings and share knowledge with other engineers
• Supportability Activities: Contribute to customer self-help and volume deflection initiatives. Engage with engineering team to investigate product bugs
• Process Improvement: Collaborate with stakeholder teams to provide product and process improvement feedback. Implement end-to-end readiness programs

Perks and Benefits

• Technical Support Advisory IC4 - The typical base pay range for this role across Romania is lei 199,400.00 - lei 299,200.00 per year
• Certain roles may be eligible for benefits and other compensation
• Equal opportunity employer