Microsoft Corporation Technical Advisor in San Jose, Costa Rica
Technical Advisors (TA) are responsible for ensuring the technical readiness and maintaining the technical wellness of the frontline engineers’ support staff at different vendor sites. You will deliver unique value by managing engineers in terms of their technical capabilities and case management.
As a Technical Advisor, you will represent Microsoft in vendor communications via phone, email, or web to assist customers in resolving technical issues involving Microsoft products and services. You will have the opportunity to foster positive customer relationships and build vendor/customer loyalty in Microsoft, while effectively managing challenging situations.
Technical Advisor No two days are the same in Customer Service and Support at Microsoft. We engage in solving challenging and complex problems, we collaborate and share learnings with each other and innovate on solutions to enable our customers make the most of Microsoft products. Our team is geographically distributed, we speak many languages and we come from a variety of cultural backgrounds. We are rapidly expanding and we are looking for talented people with a growth mindset, a passion for solving complex issues and obsession to customer happiness.
Besides technical talent, we also look for engineers with a run for the fire behavior - people who thrive under difficult and challenging circumstances, who loves to get involved in difficult situations and at the same time learn. Our culture is built around attributes that drive our every decision, and our every action.
Customer Obsession - we exist for and because of the customer. We need people who share that passion and drive to make our customers experiences easy, insightful and trusted.
Continuous learning Mindset - we value all perspectives and reward individuals that poke at the edges of what they know to be true. We are seeking people that think differently and are biased toward action to accomplish great things.
Diverse & Inclusive - we enable people who bring a contemporary view to shape our internal teams, and encourage new hires to feel included.
One Microsoft - we need to collaborate and learn to value the work of others, be willing to take their learnings and add them to our own to make a better outcome for our customers.
Making a difference - drive impact by looking for ways to continually improve your day to day responsibilities and the connections between your work and others.
Role Description: Technical Advisors (TA) are responsible for ensuring the development of Support Engineers (SE) technical capabilities. The role partners with Support Engineering Managers to formulate SE development plans and ensure technical issues involving Microsoft products and services are resolved for customers and partners in the most efficient and effective way. They deliver unique value by utilizing their technical knowledge to ensure ramp up and readiness of the cases as needed and per guidelines and following required Support Engineers to assist customers with issues. You will be accountable for providing an outstanding technical support experience to our business customers together with a team of support engineers, guiding them and reviewing support cases. Your day to day job will be about providing both technical expertise (either on your own or by involving your colleagues) and about being an excellent communicator and a service oriented professional.
Core Responsibilities: Assess technical capabilities of Support Engineers and develop technical development plans to address identified gaps. Partner closely with Support Engineering Manager to build technical readiness plans for team. Conduct weekly case reviews to ensure Support Engineers are effectively documenting actions associated with resolving customer and partner technical issues. Teach Support Engineers to collaborate with internal teams to resolve customer and partner issues, and develop unique solutions. Use knowledge and experience to impact improvements to product and service design, serviceability, and the customer experience. Demonstrate strong interpersonal and communication skills, while working with diverse audiences and internal Microsoft resources. Exhibit leadership through personal responsibility, accountability and teamwork. Act as a technical focal point in cooperative relationships with other companies. Escalate processes.
Manage conflict situations that may involve technically challenging issues and diverse audiences. Coach Support Engineers to own and resolve technically challenging or politically hot customer issues. Be responsive and flexible to meet customer needs which may sometimes require work outside of normal business hours or on-call rotation. Maintain strong working knowledge of released products and services, take ownership for product and service improvement, and participate in pre-release activities and BETA/preview programs. Share knowledge through communities with other Technical Advisors and engineers and develop customer solutions efficiently. Coach Support Engineers to adapt based on customer interactions. Proactively develop self and others to resolve customer and partner problems. Earn certifications as an MCSE, MCSD or MCPD as required by specific organization
Qualifications and Experience: Degree in Computer Science, or equivalent in work experience. 5+ years prior product/customer support experience Language Skills: Proficiency in the English language, written and spoken. Proficiency in Portuguese and/or Spanish language, written and spoken. Knowledge and Skills: You approach things with a growth mindset - genuine desire and motivation to learn and develop yourself. You embrace challenges, and persist in face of setbacks. You consider failure an opportunity to learn, so whatever happens you win. You love customers, and are obsessed with them - a genuine desire to help under challenging circumstances. Strong communication skills, ability to work on a team environment, problem-solving skills and capacity to deal with ambiguity. Excellent self-assessment to identify when other resources are needed; ability engage and collaborate effectively with others to resolve complex problems. Handle high pressure situations well - maintain calm and composure on stressful situations is a must. Technical Requirements: Technical experience and knowledge working in Azure technical support or equivalent technology. We love to get to know candidates with strong technical background, nevertheless, do not shy away if you do not meet all the technical requirements. If you have growth mindset, you are a strong believer that knowledge can be developed with effort and persistence. Technical skills in at least one area: Windows System Administration/Virtualization, Networking, Linux OSS Administration/ Networking Windows scripting or PowerShell Windows System Administration/Virtualization Familiarity with Active Directory, Security, OS Internals concepts Understanding of Virtualization concepts and virtual system administration Familiarity with system management tools such as SCOM Experience with Hyper-V configuration and administration Networking Familiarity with networking concepts including VIPs, NAT, DNS Familiarity with networking tools (ping, tracert, tracemon, wire shark, etc.) Understanding of load balancing, geo-redundancy, CDN and VPN technologies preferred Understanding of the OSI model and related concepts Linux OSS (Preferred but not required) Familiarity with one, or more, shell environments (BASH, sh, tcsh, ksh, etc.) Experience with Linux script-based development environments and tools (PERL, Python, Ruby, PhP, etc.) Experience administering Linux (boot process, file systems, network device and protocol configuration) LAMP (Linux, Apache, MySQL, PhP or Python) Chef/Puppet, Docker/Container Familiarity with core OS services such as: SSH, telnet, FTP, NFS, DNS, DHCP, Samba, LDAP Your shift can vary per business needs. Examples: Monday to Friday, any working hours from 6am to 7pm Central Time, or weekend coverage depending upon business needs. Please note that shifts might change per business needs. Though schedule changes are not frequent, you will need to have flexibility to accommodate changes as needed. This position will require you to work a rotational On-Call schedule, evenings and weekends shifts.
Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, gender, sexual orientation, gender identity or expression, religion, national origin, marital status, age, disability, veteran status, genetic information, or any other protected status