Job Duties

Microsoft Corporation has the following job opportunity:

Install, configure, support, and troubleshoot issues related to Microsoft technologies. Provide technical and SME coaching for Delivery Partner (DP) Engineers, and Advocates. Engage in escalations and help resolve complex issues related to Azure Subscription and Billing. Partner with the Support Delivery Manager (SDM) and CSS Training teams to address any readiness gaps, ensuring finding and remediations are shared across Delivery Partners and LOBs, as applicable. Own case management duties (including: incoming inspection, escalations, tech reviews, triage, wellness, and reduce time to measures). Provide Readiness Content by identifying the need for and creating content and contributing to readiness efforts by serving as the Subject Matter Expert (SME). Manage collaboration activities, including reactive, proactive, cross-team for complex cases, and overall process. Contribute to Supportability activities, including case analysis and case pattern recognition, deflection initiatives, and other supportability improvements working with Stakeholders like Supportability Program Managers. Ensue release management and deployment functions for Delivery Partners. As a technical, program SME, collaborate with all Stakeholders to identify and recommend technical, program process and tool opportunities, leading with innovation within their score and prioritizing needs when beyond. Provide Frontline Technical or Sales Operations Oversight to Delivery Partners Optional. Provide Frontline Operations Metrics Oversight and participate in DP ROB (WBR, MBR and QBR). Participate in Product Group Triages (coordinated with Eng. and Service TAs) and approve escalations to product groups on behalf of DP (known as ICMs, Bugs or similar – varies by SBU) Drive Down Speed or Time to Competency for DP Resources. Participate in Technical and SME interviews for new PTAs hires, direct Customer Contact to support frontline engineers, and periodically own cases to maintain technical expertise. Run Non-Top Box and Deviation Analysis (including Approval). Lead or participate in building communities with peer delivery roles (SEE, EE, EEE, TA), which may be workload or specialty specific. Telecommuting permitted 100% from any location within mainland U.S.

Minimum Requirements

• Education: Bachelor’s degree or foreign equivalent degree in Computer Science, Engineering, Physics, Information Technology, or related technical field.
• Experience: Three years of experience installing, configuring, supporting, and troubleshooting technology issues.
• Specific Skill Requirements: This position requires at least 36 months of experience in: Root Cause Analysis; at least 24 months of experience in: Scripting; and at least 12 months of experience in: Mentorship; Azure Services; Azure; Reporting; and Technical Collaboration.

Multiple job openings. Qualified candidates must meet the minimum requirements for the position. Microsoft Corporation is an equal opportunity employer. 

Pay Range and Benefits Information

The offered base pay range for this specific position (job code TSBRR17374), based in Redmond, WA (but telecommuting permitted 100% from any location in the U.S.), is $135,000 to $165,000.

Microsoft has different base pay ranges for different work locations within the United States, which allows us to pay employees competitively and consistently in different geographic markets. Individual base pay depends on various factors, in addition to primary work location, such as complexity and responsibility of role, job duties/requirements, and relevant experience and skills. Base pay ranges are reviewed and typically updated each year. Offers are made within the base pay range applicable at the time. 

At Microsoft certain roles are eligible for additional rewards, including merit increases, annual bonus, and stock. These awards are allocated based on individual performance. In addition, certain roles also have the opportunity to earn sales incentives based on revenue or utilization, depending on the terms of the plan and the employee’s role. Benefits/perks listed may vary depending on the nature of employment with Microsoft and the country work location. U.S.-based employees have access to medical, dental, and vision insurance, a 401(k) plan and company match, short-term and long-term disability coverage, basic life insurance, and wellbeing benefits, among others. U.S.-based employees also receive, per calendar year, up to 10 scheduled paid holidays, and up to 80 hours Holistic Health Time Off. Additionally, hourly/non-exempt employees accrue up to 120 hours paid vacation time, and salaried/exempt employees have Discretionary Time Off (DTO).

Full time employment; multiple positions open.