Technical Support Advisory
Core
Drive engineer readiness, perform case reviews, and mentor engineers to resolve complex technical issues and improve self-help resources.
Role type
Senior Technical Support Lead / Team Readiness Manager
Builds
Troubleshooting guides, readiness content, and improved case resolution processes
Domain
IT Support & Technical Consulting
Deliverable
client delivery
Required skills
skills-gap analysis, case review, customer wellness checks, process compliance, mentoring, cross-team collaboration, product feedback, troubleshooting guide creation
Preferred skills
Power Automate Cloud, Power Automate Desktop, CE, CIJ, Power Apps, MS Flow, Dynamics 365
Responsibilities
Ensure timely case resolution by driving engineer readiness based on skills-gap analysis and product needs; perform case reviews and customer wellness checks; mentor engineers to be more effective collaborators; contribute to customer self-help and volume deflection initiatives; collaborate with stakeholder teams to provide product and process improvement feedback
Seniority
Senior, hands-on IC with team leadership
