Technical Advisor - Bengaluru/Bangalore @ Microsoft

Technical Advisors are responsible for ensuring the development of Support Engineers (SE) technical capabilities. The TA is an expert at coaching and mentoring on case management standards which enable engineers to improve throughput and handle ever-more complex cases. TAs deliver unique value by utilizing their technical knowledge to ensure ramp-up and readiness of the Support Engineering staff to assist customers with issues while maintaining a high-quality bar.

An Engineer TA is a service delivery focused subject matter expert. You will own incident metrics such as Speed of Resolution/Solution/etc. as well as quality of the support experience. The primary responsibility is to the engineers in a regional team, focusing on the higher volume services and engaging through technical mentorship, readiness. Your primary activities are targeted towards support incidents and individual mentoring to unblock customer technical issues directly with support engineers. You will also manage collaboration across teams and escalations.

A Service TA is focused on the success of one or more services and of the overall pod/team. You will own service metrics such as Speed of Resolution/Solution/etc. and deflection rates. Responsibility is spread across various stakeholders like team managers, Engineer TAs, Supportability PMs and PG. Your primary activities are targeted towards supportability (of the product or service) and overall pod/team effectiveness, in partnership with Serviceability. Primary focus is making sure that service delivery has tools, processes, and documentation to resolve incidents

TA Responsibilities
Identify and analyze skill-gaps in team or Pod; contribute to the creation of readiness plans and content
Own Case management duties (technical review/triage, incoming inspection for SIE (Service Interruption Event), case progression, impact to customer wellness, reduced time to... measures)
Enable swarming and collaboration activities, including advanced troubleshooting
Approve and review escalations (regardless of destination - to Escalation Engineer or Engineering Group)
Improve existing and develop new troubleshooting workflows and troubleshooting guides (TSG)
Ensure landing of new feature onboarding
Own cases, as business demands
Provide ramp activities for junior engineers, knowledge sharing, technical coaching and mentoring
Drive technical collaboration and engagement outside of CSS (Product Engineering teams/Services/Support/Regions)
Lead or participate in building communities with peer delivery roles; may be workload or specialty specific

Optional Responsibilities
Technical interviews for new hires
Assist / acting team manager/ POD lead
Interface w/TAM to maintain good customer relations (Premier-focused LOBs)
Process improvement feedback to appropriate DP and MSFT stakeholders
PG Collaboration including triages
Approval of escalations to product group (known as ICMs, Bugs or similar varies by SBU)
Direct customer contact (to support frontline engineers, periodic case ownership to maintain technical expertise)
Influence behaviors to derive desired outcomes replaced Provide Metrics Oversight
Lead or participate in building communities with peer delivery roles (SEE/EE/EEE/TA); may be workload or specialty specific.
Release management & deployment (ensure it happens, do not own directly)
Trends/ forecast for LOB
Responsible for oversight of Speak Up! items (Consumer)

Optional Responsibilities for an Engineer TA
Readiness content - identify need for and/or create content
Assist/ acting team Manager/ POD lead
Interface w/TAM to maintain good customer relations (Premier-focused LOBs)
Direct customer contact (to support frontline engineers, periodic case ownership to maintain technical expertise)
Influence behaviors to derive desired outcomes replaced Provide Metrics Oversight
Lead or participate in building communities with peer delivery roles (SEE/EE/EEE/TA); may be workload or specialty specific.

Optional Responsibilities for a Service TA
Manage collaboration activities (reactive, proactive, cross-team for complex cases, overall process)
Direct customer contact (to support frontline engineers, periodic case ownership to maintain technical expertise)
Lead or participate in building communities with peer delivery roles (SEE/EE/EEE/TA); may be workload or specialty specific.
Trends/ forecast for business

Language Qualification
English Language: fluent in reading, writing and speaking.

Required
Customer Support or Software Development experience in three or more of the following
o Cloud Application development or support experiences with PaaS services (Redis Cache, Service Fabric, Service Bus, Event Hub, Cloud Service, IoT suite, Azure Batch, Mobile Apps, etc.)
Excellent problem solving and troubleshooting skills, an ability to use various data collection tools and methodologies to analyze problems, determine root cause and develop solutions

Experience in one or more of these areas desirable
Troubleshooting skills in Network and DNS
Familiar with packet sniffers: Fiddler or Network Monitor/Message Analyzer

Ability to meet Microsoft, customer and / or government security screening requirements are required for this role. These requirements include, but are not limited to the following specialized security screenings: Microsoft Cloud Background Check: This position will be required to pass the Microsoft Cloud Background Check upon hire / transfer and every two years thereafter.