Technical Support Engineering IC3 @ Microsoft

An Engineer TA is a service delivery focused subject matter expert. You will own incident metrics such as Speed of Resolution, Solution, etc. as well as quality of the support experience. The primary responsibility is to the engineers in a regional team, focusing on the higher volume services and engaging through technical mentorship, readiness. Your primary activities are targeted towards support incidents and individual mentoring to unblock customer technical issues directly with support engineers. You will also manage collaboration across teams and escalations.

A Service TA is focused on the success of one or more services and of the overall pod or team. You will own service metrics such as Speed of Resolution, Solution, etc. and deflection rates. Responsibility is spread across various stakeholders like team managers, Engineer TAs, Supportability PMs and PG. Your primary activities are targeted towards supportability (of the product or service) and overall pod, team effectiveness, in partnership with Serviceability. Primary focus is making sure that service delivery has tools, processes, and documentation to resolve incidents

TA Responsibilities
Identify and analyze skill-gaps in team or Pod; contribute to the creation of readiness plans and content
Own Case management duties (technical review, triage, incoming inspection for SIE (Service Interruption Event), case progression, impact to customer wellness, reduced time to... measures)
Enable swarming and collaboration activities, including advanced troubleshooting
Approve and review escalations (regardless of destination - to Escalation Engineer or Engineering Group)
Improve existing and develop new troubleshooting workflows and troubleshooting guides (TSG)
Ensure landing of new feature onboarding
Own cases, as business demands
Provide ramp activities for junior engineers, knowledge sharing, technical coaching and mentoring
Drive technical collaboration and engagement outside of CSS (Product Engineering teams, Services, Support, Regions)
Lead or participate in building communities with peer delivery roles; may be workload or specialty specific

Optional Responsibilities
Technical interviews for new hires
Assist acting team manager or POD lead
Interface with CSAM to maintain good customer relations (Premier-focused LOBs)
Process improvement feedback to appropriate DP and MSFT stakeholders
PG Collaboration including triages
Approval of escalations to product group (known as ICMs, Bugs or similar varies by SBU)
Direct customer contact (to support frontline engineers, periodic case ownership to maintain technical expertise)
Influence behaviors to derive desired outcomes replaced Provide Metrics Oversight
Lead or participate in building communities with peer delivery roles (SEE, EE, EEE, TA); may be workload or specialty specific.
Release management and deployment (ensure it happens, do not own directly)
Trends, forecast for LOB
Responsible for oversight of Speak Up! items (Consumer)

Optional Responsibilities for an Engineer TA
Readiness content - identify need for and, or create content
Assist, acting team Manager, POD lead
Interface w, TAM to maintain good customer relations (Premier-focused LOBs)
Direct customer contact (to support frontline engineers, periodic case ownership to maintain technical expertise)
Influence behaviors to derive desired outcomes replaced Provide Metrics Oversight
Lead or participate in building communities with peer delivery roles (SEE, EE, EEE, TA); may be workload or specialty specific.

Optional Responsibilities for a Service TA
Manage collaboration activities (reactive, proactive, cross-team for complex cases, overall process)
Direct customer contact (to support frontline engineers, periodic case ownership to maintain technical expertise)
Lead or participate in building communities with peer delivery roles (SEE, EE, EEE, TA); may be workload or specialty specific.
Trends, forecast for business

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

+ Must have strong technical knowledge on Intune SME Areas
+ Should have been in the System for at least 18 months.
+ Must know the Americas processes and procedures and be able to describe them.
+ Must have excellent written and verbal communication skills.
+ Initiative to develop expertise on New Technologies beyond the provided training.
+ Must have excellent customer handling skills.