Principal Technical Support Advisor
 Microsoft | |
 United States, Washington, Redmond | |
 Oct 02, 2025 | |
|
OverviewWith 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. For the Principal Technical Support Advisor role, we are looking for an individual who is a service delivery focused subject matter expert. You will be responsible for frontline engineer or delivery partner support staff technical readiness and process compliance. You will provide in-depth technical & subject matter expertise for one or more products, services, or scenarios all while driving delivery excellence in a collaborative environment to achieve superior customer outcomes. Your primary accountability is to the technical community, support staff, and managers on the teams you work with. This opportunity enables and promotes career growth as a recognized technical Subject Matter Expert (SME). Foundational to our team culture is a CyberDefender Mindset: A CyberDefender Mindset is a proactive, collaborative, and customer-centric approach adopted by technical support teams to anticipate, prevent, and mitigate cybersecurity threats-shifting from purely reactive issue resolution to active partnership in safeguarding organizational and customer security. This role will lead with a CyberDefender Mindset and inspire this in others. 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.
ResponsibilitiesTechnical Leadership & InnovationServe as the technical lead for the SCIM Security & Compliance technical community Create consistency and alignment of the TA role scope, responsibility, and developmentEnvision and lead the creation of Agentic AI autonomous and semi-autonomous systems that enhance the support provided by the technical communityHelp build a principal technical leadership community across CSS to advise on top technical and business challenges seen across our businesses (SFI, tooling, talent development, etc.). Be the technical advisory leadership bridge between CSS and MSEC in partnership with SupportabilityReadiness Development: Plan strategies, prepare materials, and conduct gap analysis at a global level to develop readiness plans for delivery teams. Create resources for support readiness and coordinate with Release Excellence on release management plans.Managing Collaboration Activities: Handle complex escalated problems, partner with product teams to drive fixes, and identify trends in customer feedback for future product enhancements.Supportability Activities: Manage high-impact escalated problems, driving fixes to product development, and improvements to operational processes.Process Improvement: Refine processes by partnering with senior leadership across global teams, lead efforts to improve diagnostic data logging, and facilitate communication between engineering and support teams. Serve as an early warning system and put plans in place to mitigate issues and proactively drive solutions. Customer EngagementLead or participate in case triage meetings to share knowledge and develop solutions for highly complex or high-priority customer issues.Provide thought leadership in customer and partner engagements, influencing strategy and outcomes.Engage in high-visibility and high-stakes escalations with customers, with the ability to engage at the C-suite level.Case Management (Delivery Excellence): Demonstrate expert problem-solving, case management, and customer service skills. Strategize technical triages and provide actionable feedback to key partners and stakeholders.OtherEmbody our culture and values | |