Overview
With 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.
The Technical Support Advisory (TSA) role is a senior individual contributor position focused on regional and global scale impact across Microsoft support, engineering, and delivery partner ecosystems. It operates with broad scope, deep technical authority, and strategic influence, addressing highly complex escalations, shaping supportability strategy, and driving systemic improvements across products, processes, and support models.
TSAs are not execution focused on individual cases. Instead, they act as regional and global technical advisors and change agents, ensuring that systemic issues are identified early, mitigated effectively, and prevented at scale.
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.
Responsibilities
**Supportability & Escalation Leadership **
Manage the most complex and sensitive escalations, requiring broad and deep product knowledge or specialized technical expertise
Oversee swarming, emerging issues, and other operational processes, ensuring ownership and accountability through resolution
Serve as a technical authority and escalation point, guiding other advisors, engineers, and partner teams on complex issues
Relay customer and support feedback into product and engineering channels to influence future improvements
This responsibility goes from regional to global and often spans multiple regions, products, and partner models.
**Process & Product Improvement **
A critical aspect of the role is systemic improvement:
Collaborate with global support teams and product groups to refine, influence, or propose changes to products and features
Act as a liaison between engineering and support, ensuring processes are practical, scalable, and effective
Proactively identify risks and gaps, putting mitigation plans in place before customer impact occurs
Propose and evangelize process, policy, and KB improvements based on real world support insights
TSAs operate upstream, ensuring that supportability is built-in rather than reactive.
**Cross-Functional & Partner Collaboration **
The TSA role requires deep collaboration with:
Product Engineering teams
Supplier Delivery Managers (SDMs)
Delivery Partner Managers (DPMs)
Supportability Program Managers (SPMs)
Managers of Delivery and Support teams
Through these partnerships, TSAs drive quality, efficiency, and readiness improvements across the support ecosystem.
Qualifications
**Required Qualifications: **
- Bachelor's Degree in Information Technology (IT), Computer Science, Business Administration, Electrical Engineering, or Business Leadership AND 3+ years system development, network operations, software support, IT, consulting or technical troubleshooting experience
**Skills & Capabilities **
**Analytical & Decision-Making Skills **
Advanced analytical problem solving
Ability to evaluate complex tradeoffs involving risk, cost, and resources
Strong judgment in ambiguous, high impact situations
**Technical Advisory & Influence **
Deep technical credibility across products or specialized domains
Ability to influence without authority across engineering and global teams
Strong understanding of supportability, escalation models, and service design
**Communication & Collaboration **
Clear, adaptable communication across diverse stakeholders
Conflict resolution and negotiation skills
Ability to align global teams toward common outcomes
**Strategic Thinking **
Drive business insights that improve support readiness and customer outcomes
Translate technical findings into actionable strategies and improvements
These capabilities enable TSAs to operate as trusted advisors at the highest levels of the support organization.
Language Qualification
English Language: confident in reading, writing and speaking. OR Fluent in German, French, Italian and confident in reading, writing and speaking English.
This position will be open for a minimum of 5 days, with applications accepted on an ongoing basis until the position is filled.
Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, citizenship, color, family or medical care leave, gender identity or expression, genetic information, immigration status, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran or military status, race, ethnicity, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable local laws, regulations and ordinances. If you need assistance with religious accommodations and/or a reasonable accommodation due to a disability during the application process, read more about **requesting accommodations.**