Supports delivery partners and/or teams, enhances support readiness, and ensures timely resolution by developing others. Performs thorough case reviews and customer wellness checks; ensures progression of cases to help solve increasingly complex technical issues. Engages and collaborates with other Microsoft groups, FTE teams including escalation teams and the development team, in gaining resolution for critical, complex issues. Drives improvements on top pain areas by contributing and producing troubleshooting guides/readiness content to help with volume deflection. Improves existing troubleshooting workflows and develops new troubleshooting tools.

Responsibilities

Readiness Development

• Supports delivery partners and/or teams, enhances support readiness, and ensures timely resolution by developing others. Develops training plans for supplier engineers based on skills gap analysis and product needs. Reviews and provides gap analysis to develop readiness plans for delivery partner teams and/or internal teams based on skills gap analysis, product needs, etc. Contributes to the creation and implementation of readiness plans and content. Assists in the implementation of end-to-end readiness programs (e.g., mentoring, knowledge sharing or technical document creation, brown bag sessions, blogs, quality assurance checks) for both internal and external teams.

Case Management (Delivery Excellence)

• Performs thorough case reviews and customer wellness checks; ensures progression of cases to help solve increasingly complex technical issues. Acts as case escalation point for engineers to unblock servicing and escalation processes. Ensures team members have access to appropriate resources as needed to support customer resolution. Advises case owners on out-of-scope escalation decisions. Drives case triage meetings to share knowledge with engineers and develop efficient customer solutions. Provides actionable process or technical feedback derived from case reviews to Service Delivery Managers, subject matter experts, and Managers at delivery partners.

Managing Collaborative Activities

• Collaborates on cross-team and cross-product technical issues by working with resources from other groups as needed to resolve customer issues. Helps drive top priorities by working with managers, engineers, Serviceability team, and other stakeholders. Engages and collaborates with other Microsoft groups,  including escalation teams and the development team, in gaining resolution for critical, complex issues. Teaches Support Engineers to collaborate with internal teams and build communities to resolve customer and partner issues to develop unique solutions. Manages the swarming process to ensure the right individuals and resources are in place to resolve issues in a timely fashion.      

Supportability Activities

• Contributes to customer self help and volume deflection initiatives. Identifies technical deficiencies in services or processes to help improve the quality of the services. Helps define and evangelize operational standards, processes, and practices to vendor teams. Understands how customers are using a given product or service and the challenges that they might face. Manages bug recognition within team and communicates need to higher levels of team. Drives awareness and feedback on opportunities for training, content, tools, and processes. Provides input on top pain areas by contributing and producing troubleshooting guides/readiness content to help with volume deflection.

Process Improvement

• Collaborates with internal teams, and sometimes external teams, for product and process feedback. Partners with manager and Supply Delivery Manager for continuous improvement planning. Serves as an early warning system and notifies appropriate impacted audiences regarding flaws in processes. Evangelizes processes and process improvements.

Other

• Embody our culture and values

Qualifications

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

Required
• Demonstrated previous technical support experience.
• Deep knowledge of one or more of the following domains: Windows OS, Mobile device OS, Client/Server knowledge, understanding of Cloud services, mobile device configuration and app deployment.
• Industry experience with Mobile Device Management and Mobile Application Management (Intune or third-party solutions) and/or SCCM.
• Strong problem-solving skills includes troubleshooting, problem analysis and resolution, good judgment/decision making ability.
• Genuine passion for technology and desire and aptitude to increase technical skill level required.
• Cloud knowledge
• Windows networking
• Understanding of TCP/IP, including CIDR, routing and DNS
• Understanding of HTTP/HTTPS, including the ability to capture and interpret Fiddler traces.

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.

Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances. 

Benefits/perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work.