Technical Support Advisor

With more than 45,000 employees and partners worldwide, the Customer Experience and Success (CE&S) organization is on a mission to empower customers to accelerate business value through differentiated customer experiences that leverage Microsoft’s products and services, ignited by our people and culture. We drive cross-company alignment and execution, ensuring that we consistently exceed customers’ expectations in every interaction, whether in-product, digital, or human-centered. CE&S is responsible for all up services across the company, including consulting, customer success, and support across Microsoft’s portfolio of solutions and products. Join CE&S and help us accelerate AI transformation for our customers and the world.

Within CE&S, the Customer Service & Support (CSS) organization builds trust and confidence for every person and organization through delivering a seamless support experience. In CSS, we are powered by Microsoft’s AI technology to help consumers, businesses, partners, and more, resolve their issues quickly and securely, helping prevent future problems from occurring and achieving more from their Microsoft investment.

Microsoft’s mission is to empower every person and every organization on the planet to achieve more. As employees we come together with a growth mindset, innovate to empower others and collaborate to realize our shared goals. Each day we build on our values of respect, integrity, and accountability to create a culture of inclusion where everyone can thrive at work and beyond.

Responsibilities

Supportability & Escalation Leadership 

• Manage the most complex and sensitive escalations, requiring broad and deep product knowledge or specialized technical expertise 

• Oversee swarming, emerging issues, and other operational processes, ensuring ownership and accountability through resolution 

• Serve as a technical authority and escalation point, guiding other advisors, engineers, and partner teams on complex issues 

• Relay customer and support feedback into product and engineering channels to influence future improvements 

This responsibility goes from regional to global and often spans multiple regions, products, and partner models.  

Process & Product Improvement 

A critical aspect of the role is systemic improvement: 

• Collaborate with global support teams and product groups to refine, influence, or propose changes to products and features 

• Act as a liaison between engineering and support, ensuring processes are practical, scalable, and effective 

• Proactively identify risks and gaps, putting mitigation plans in place before customer impact occurs 

• Propose and evangelize process, policy, and KB improvements based on real world support insights 

TSAs operate upstream, ensuring that supportability is built-in rather than reactive. 

Cross-Functional & Partner Collaboration 

The TSA role requires deep collaboration with: 

• Product Engineering teams 

• Supplier Delivery Managers (SDMs) 

• Delivery Partner Managers (DPMs) 

• Supportability Program Managers (SPMs) 

• Managers of Delivery and Support teams 

Through these partnerships, TSAs drive quality, efficiency, and readiness improvements across the support ecosystem. 

Qualifications

Required Qualifications: 

• 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

Skills & Capabilities 

Analytical & Decision-Making Skills 

• Advanced analytical problem solving 

• Ability to evaluate complex tradeoffs involving risk, cost, and resources 

• Strong judgment in ambiguous, high impact situations 

Technical Advisory & Influence 

• Deep technical credibility across products or specialized domains 

• Ability to influence without authority across engineering and global teams 

• Strong understanding of supportability, escalation models, and service design 

Communication & Collaboration 

• Clear, adaptable communication across diverse stakeholders 

• Conflict resolution and negotiation skills 

• Ability to align global teams toward common outcomes 

Strategic Thinking 

• Drive business insights that improve support readiness and customer outcomes 

• Translate technical findings into actionable strategies and improvements 

These capabilities enable TSAs to operate as trusted advisors at the highest levels of the support organization. 

Language Qualification

English Language: confident in reading, writing and speaking. OR 
Fluent in German, French, Italian and confident in reading, writing and speaking English.

This position will be open for a minimum of 5 days, with applications accepted on an ongoing basis until the position is filled.

Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, citizenship, color, family or medical care leave, gender identity or expression, genetic information, immigration status, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran or military status, race, ethnicity, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable local laws, regulations and ordinances. If you need assistance with religious accommodations and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations.