Join a world-class customer support organization and work in a fast-paced environment where challenges and priorities change day-to-day. Technical Advisors bring to bear their deep technical expertise to rapidly resolve critical customer service outages and provide expert consultancy to both operators and colleagues, to ensure the success of Microsoft customers and maintain and enhance Microsoft’s growing reputation as a leader in the telecommunications industry. The Technical Advisor (AT&T Messaging) role is focused on supporting one of Microsoft’s most important customers, AT&T. 

A4O (Azure for Operators) is part of Microsoft’s Strategic Missions and Technologies (SMT) division that focuses on next generation technology solutions including 5G cloud-based telecommunications, space engineering, and quantum computing. Within A4O, the Americas Support Technical Advisor team provides expert-level technical support to hundreds of telecommunications operators in the Americas. These customers use A4O software solutions in mission-critical telecoms deployments, servicing consumer, enterprise, healthcare, and government.  

Responsibilities

Response and Resolution

Reviews highly complex issues and contacts customers to understand issue. Ensures customers stay informed as to the status/solution of their issue. Utilizes troubleshooting tools (e.g., debugging) to help resolve customer issues. Supports the business both locally and globally to drive business. Serves as a technical escalation point.

Resolves highly complex cases and by working on the end-to-end on case resolution. Serves as an escalation point for other engineers to assist in resolving cases. May have to work with product group or engineering team.

Performs complex product troubleshooting and remediation when needed. Works alongside the development teams to drive incident resolution for configuration, code, or other service deficiencies impacting customers. Analyzes patterns of problems and identifies workflows to optimize support engineering delivery for a team or region level.

Collaborates on cross-team and cross-product technical issues by working with resources from other groups including support engineering groups, product groups, services team, and account team as needed to resolve complex customer issues. 

Readiness

Assists in the development of end-to-end readiness programs (e.g., mentoring, leading triages, content creation, brown bag sessions, blogs, quality assurance checks, writes technical articles) for new and existing technology. 

Product/Process Improvement

Acts as a trusted advisor to the product group, in a designated discipline or technology, to influence, improve, or propose fixes.

Contributes to product improvements by filing bugs and design change requests, and recommends potential fixes to validate resolution prior to shipping to customer or production in order to prevent customers from being impacted.

Reviews diagnostic processes and collaborates to design complete systems that simplify tools automation and eliminate systematic diagnostic issues. Builds automation tools.

Makes improvements based on feedback provided. Translates feedback and creates processes and workflows for case resolution.

Leads case triage meetings and/or case discussions to share knowledge with other engineers and develop customer solutions. Takes learnings from triage meetings to communicate readiness needs to manager or readiness team.

Business Integration

Uses business integration knowledge to influence strategy when engaging with customers, partners, and teams.

Other

Embody our culture and values

Resolve critical outages in AT&T messaging deployments. 

Promptly resolve complex and escalated issues. 

Provide Level 2 support to the front line engingeering team that directly engages with the customer.

Improve our products through expert feedback to Engineering teams. 

Identify wasy to improve process and tools efficiency to better support the team and customer needs.  Increase team productivity by delivering powerful Support tools. 

Enable readiness of the wider Support team by training colleagues. 

Bring a growth mindset and constant curiosity to drive your own education and career. 

Qualifications

Required Qualifications:

7+ years technical support, technical consulting experience, or information technology experience

OR Bachelor's Degree in Computer Science, Information Technology (IT), or related field AND 5+ years technical support, technical consulting experience, or information technology experience.

Preferred Qualifications:

1+ years of experience in Java, Perl, and C software development. (required) 

5+ years of experience in supporting Azure for Operators custom AT&T messaging solutions including MVM, UM and CNMS. (required) 

Experience in SIP, VMWare, and Python. (required) 

Proven ability to build relationships with, and be a trusted advisor to, AT&T technical staff and management. 

Experience in supporting the broader Azure for Operators product set. 

Experience in preparing and delivering technical training.

 Microsoft Technology Certifications. 

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:

Cloud Screening: Candidates must be able to successfully complete and pass a Microsoft Cloud background screening. Required Cloud Screenings will be administered on a recurring bi-annual basis.

The salary for this role in the state of Colorado is between $113,900 and $171,500.

At Microsoft, certain roles are eligible for additional rewards, including 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 here may vary depending on the nature of your employment with Microsoft and the country where you work.US-based employees gain access to healthcare benefits, a 401(k) plan and company match, short-term and long-term disability coverage, basic life insurance, and fitness benefits, among others.

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.  We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request via the Accommodation request form.

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

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