Technical Support Advisory

Reviews complex issues and contacts customers to understand issue. Acts as an advisor to the customer and handles complex, repeatable, or escalated cases that may become politically charged. Performs complex product troubleshooting and remediation when needed. Collaborates on cross-team and cross-product technical issues by working with resources from other groups as needed to resolve complex customer issues. Implements end-to-end readiness programs and contributes to the content and readiness strategy. Provides feedback to more senior engineers or serviceability team on functionality of products based on engagements with customers. Engages with engineering team to investigate product bugs, provides business impact, and collaborates with appropriate stakeholders and senior team members on fixes. Contributes to and/or develops automation techniques and diagnostic tools to improve cross-group effectiveness. Translates feedback and creates processes and workflows for case resolution. Participates in case triage meetings and/or case discussions to share knowledge with other engineers and contribute to more rapid customer solutions. Implements strategic business decisions with customers, partners, and teams to increase market share. Business Integration: Implements strategic business decisions with customers, partners, and teams to increase market share. Influences peers to implement strategy. Contributes to and/or develops automation techniques and diagnostic tools to improve cross-group effectiveness. Provides feedback to more senior engineers or serviceability team on functionality of products based on engagements with customers. Provides feedback to the product group for product improvement. Participates in case triage meetings and/or case discussions to share knowledge with other engineers and contribute to more rapid customer solutions. Implements end-to-end readiness programs (e.g., mentoring, leading triages, content creation, brown bag sessions, blogs, quality assurance checks, writes technical articles) and contributes to the content and readiness strategy. develops expert level competence on support topics. Provides best practices and education to ensure customer understands the problem in order to proactively resolve potential issues in the future. Performs complex product troubleshooting and remediation when needed. Works alongside the development teams to drive incident resolution for configuration, code, or other service deficiencies impacting customers. Analyzes patterns of problems and identifies workflows to optimize support engineering delivery for a team or region level. Ensures customers stay informed as to the status/solution of their issue. Collaborates on cross-team and cross-product technical issues by working with resources from other groups including support engineering groups, product groups, services team, and account team as needed to resolve complex customer issues. Bachelor's Degree in Computer Science, Information Technology (IT), or related field AND 3+ years of operational excellence, delivery management, account management, sales, or vendor management experience OR 5+ years of operational excellence, delivery management, account management, sales, or vendor management Bachelor's degree in computer science, Information Technology (IT), or related field AND 3+ years of technical support, technical consulting experience, or information technology experience OR 5+ years of technical support, technical consulting experience, or information technology experience. Proven expertise and deep troubleshooting experience in one or several of the areas below: Servicing, Upgrade, Activation, Bitlocker RDS, AVD, FSLOGIX storage, clustering, hyper-v, backup, containers Azure Local AD Core, Authentication, PKI Performance, Reliability, Windows Internal Ability to read, write and speak fluent English Other: Experience working in a customer support and service environment Extraordinary collaborator and ability to influence without authority Experience in using innovative technologies such as AI in every day life. Experience with problem solving and providing solutions to customers Discounts on products and services Savings and investments Maternity and paternity leave Generous time away Giving programs Opportunities to network and connect Industry leading healthcare