Technical Support Advisory - EXO at Microsoft

📍 Job Overview

Job Title: Technical Support Advisory - EXO
Company: Microsoft
Location: Bangalore, Karnataka, India
Job Type: Full-Time
Category: Technical Support & Customer Success
Date Posted: July 4, 2025
Experience Level: Mid-Level (2-5 years)
Remote Status: On-site (Bangalore) with flexible remote work options

🚀 Role Summary

📝 Enhancement Note: This role focuses on driving delivery excellence and technical readiness for frontline support staff, leveraging Microsoft's AI technology to empower customers and achieve superior outcomes.
Serve as a technical subject matter expert (SME) for one or more products, services, or scenarios, providing in-depth technical guidance and support to support staff and managers.
Collaborate with cross-functional teams to ensure process compliance and drive customer success through exceptional support experiences.
Promote career growth and recognition as a technical SME within the Customer Experience and Success (CE&S) organization.

💻 Primary Responsibilities

📝 Enhancement Note: This role requires a strong technical background, excellent communication skills, and a customer-centric mindset to deliver superior support experiences.
Provide in-depth technical and subject matter expertise for assigned products, services, or scenarios to support staff and managers.
Ensure frontline engineer or delivery partner support staff technical readiness and process compliance.
Collaborate with cross-functional teams to drive delivery excellence and achieve superior customer outcomes.
Contribute to the development and maintenance of technical documentation, knowledge base articles, and support resources.
Stay up-to-date with the latest product updates, features, and best practices to provide accurate and timely support to customers.
Participate in on-call rotations and after-hours support as needed to ensure customer issues are resolved promptly and efficiently.

🎓 Skills & Qualifications

Education: Bachelor's degree in Computer Science, Information Technology, or a related field. Relevant work experience may be considered in lieu of a degree.

Experience: Proven experience (2-5 years) in technical support, customer success, or a related role, with a strong focus on service delivery and process compliance.

Required Skills:

Proven technical expertise in one or more Microsoft products, services, or scenarios.
Excellent communication, presentation, and interpersonal skills.
Strong problem-solving abilities and a customer-centric mindset.
Experience working with cross-functional teams and collaborating with stakeholders.
Proficiency in using support ticketing systems and customer relationship management (CRM) tools.
Familiarity with AI technology and its applications in customer support.

Preferred Skills:

Experience working in a customer experience or success role within a large organization.
Knowledge of Microsoft's Customer Experience and Success (CE&S) organization and its processes.
Familiarity with Microsoft's AI-powered support tools and platforms.
Experience with agile methodologies and project management tools.

📊 Web Portfolio & Project Requirements

📝 Enhancement Note: As this role focuses on technical support and customer success, a traditional web portfolio may not be required. However, demonstrating relevant experience, technical expertise, and customer success achievements can be beneficial.

Portfolio Essentials: Highlight your relevant experience in technical support, customer success, or a related role, with a focus on service delivery, process compliance, and customer outcomes.
Technical Documentation: Showcase your ability to create and maintain technical documentation, knowledge base articles, and support resources by providing examples from previous roles.
Customer Success Stories: Share success stories or case studies demonstrating your ability to achieve superior customer outcomes through exceptional support experiences.

💵 Compensation & Benefits

Salary Range: INR 8,00,000 - 12,00,000 per annum (Estimated based on market research and role complexity)

Benefits:

Comprehensive health insurance and wellness programs.
Retirement savings plans and financial benefits.
Generous time off and leave policies.
Employee stock purchase plan.
Employee discount programs for Microsoft products and services.
Learning and development opportunities, including Microsoft Learn and LinkedIn Learning.

Working Hours: Full-time position with standard working hours (Monday to Friday, 9:00 AM to 5:30 PM IST). Occasional on-call rotations and after-hours support may be required to ensure customer issues are resolved promptly.

🎯 Team & Company Context

🏢 Company Culture

Industry: Technology, with a focus on software development, hardware manufacturing, and cloud computing services.

Company Size: Large (45,000+ employees worldwide)

Founded: 1975

Team Structure:

The Customer Experience and Success (CE&S) organization is responsible for all up services across Microsoft, including consulting, customer success, and support.
The Customer Service & Support (CSS) organization within CE&S is focused on delivering a seamless support experience for customers, powered by Microsoft's AI technology.
This role will work closely with frontline support staff, managers, and cross-functional teams to drive delivery excellence and achieve superior customer outcomes.

Development Methodology:

Microsoft follows agile methodologies to drive continuous improvement and innovation in its products and services.
The CE&S organization emphasizes a customer-centric approach, focusing on delivering exceptional experiences and achieving superior outcomes for customers.

Company Website: https://www.microsoft.com

📈 Career & Growth Analysis

Web Technology Career Level: Mid-Level Technical Support & Customer Success Specialist - responsible for driving delivery excellence, ensuring process compliance, and providing technical guidance to support staff and managers.

Reporting Structure: This role reports directly to the support manager or team lead, with a dotted-line relationship to the technical SME manager or director.

Technical Impact: As a technical SME, your expertise and guidance will directly influence the quality of support provided to customers, driving customer satisfaction, and ensuring superior outcomes.

Growth Opportunities:

Career Progression: With experience and demonstrated success, you may progress to senior technical SME roles, team lead positions, or management roles within the CE&S organization.
Technical Skill Development: Expand your technical expertise by working on diverse products, services, or scenarios and staying up-to-date with the latest Microsoft technologies and best practices.
Leadership & Mentoring: Develop your leadership skills by mentoring junior team members, driving team initiatives, and contributing to the overall success of the support organization.

🌐 Work Environment

Office Type: Microsoft's Bangalore office is a modern, collaborative workspace designed to foster innovation and productivity. The campus features open workspaces, meeting rooms, and recreational areas, as well as on-site amenities like cafes, gyms, and wellness centers.

Office Location(s): Microsoft Technology Center, Bangalore, India

Workspace Context:

Collaborative workspaces with ample room for team interaction and brainstorming sessions.
Access to state-of-the-art technology, tools, and resources to support your work and drive customer success.
Opportunities for cross-functional collaboration with designers, marketers, and other stakeholders to ensure customer needs are met and exceeded.

Work Schedule: Standard working hours (Monday to Friday, 9:00 AM to 5:30 PM IST), with occasional on-call rotations and after-hours support as needed.

📄 Application & Technical Interview Process

Interview Process:

Phone Screen: A brief conversation with a hiring manager or HR representative to discuss your experience, qualifications, and career goals.
Technical Deep Dive: A detailed discussion of your technical expertise, focusing on your experience with Microsoft products, services, or scenarios, and your ability to provide accurate and timely support to customers.
Behavioral & Situational Questions: Assess your problem-solving skills, customer-centric mindset, and ability to work effectively within a team and with stakeholders.
Final Interview: A discussion with the support manager or team lead to evaluate your cultural fit, motivation, and long-term career goals within the CE&S organization.

Portfolio Review Tips:

Highlight your relevant experience in technical support, customer success, or a related role, with a focus on service delivery, process compliance, and customer outcomes.
Share success stories or case studies demonstrating your ability to achieve superior customer outcomes through exceptional support experiences.
Emphasize your technical expertise and ability to provide accurate and timely support to customers, using specific examples from previous roles.

Technical Challenge Preparation:

Brush up on your technical knowledge of Microsoft products, services, or scenarios, focusing on the areas relevant to the role.
Prepare for behavioral and situational questions by reflecting on your past experiences and developing concise, structured responses that demonstrate your problem-solving skills and customer-centric mindset.
Familiarize yourself with Microsoft's AI-powered support tools and platforms, and be prepared to discuss their applications in customer support.

ATS Keywords:

Technical Support
Customer Success
Service Delivery
Process Compliance
AI Technology
Collaboration
Problem Solving
Technical Expertise
Customer Experience
Support Staff Training
Microsoft Products & Services
Customer Relationship Management (CRM)
Support Ticketing Systems
Agile Methodologies
Project Management Tools

🛠 Technology Stack & Web Infrastructure

📝 Enhancement Note: As this role focuses on technical support and customer success, a deep understanding of Microsoft's products, services, and AI-powered support tools is essential.

Microsoft Products & Services: Familiarity with one or more Microsoft products, services, or scenarios is required, such as Windows, Office, Azure, Dynamics, or other Microsoft offerings.
AI Technology: Experience with AI-powered support tools and platforms, such as chatbots, virtual assistants, or predictive analytics, is beneficial.
Support Ticketing Systems: Proficiency in using support ticketing systems and customer relationship management (CRM) tools, such as Microsoft Dynamics 365 Customer Service or other industry-standard platforms.
Project Management Tools: Familiarity with agile methodologies and project management tools, such as Azure DevOps, Jira, or Trello.

👥 Team Culture & Values

Microsoft Values:

Customer Obsessed: We put customers first, listening to their feedback and using it to drive our innovation and growth.
One Microsoft: We are one team with one strategy. We work together, across boundaries, to drive impact and achieve common goals.
Growth Mindset: We embrace a growth mindset, learning from our experiences and continuously improving ourselves and our products.
Inclusive & Diverse: We foster an inclusive culture where everyone can thrive, bringing their unique perspectives and ideas to drive innovation.
One Microsoft: We are one team with one strategy. We work together, across boundaries, to drive impact and achieve common goals.

Collaboration Style:

Cross-Functional Collaboration: Work closely with cross-functional teams, including designers, marketers, and other stakeholders, to ensure customer needs are met and exceeded.
Knowledge Sharing: Share your technical expertise and best practices with team members, contributing to the overall success of the support organization.
Continuous Learning: Stay up-to-date with the latest Microsoft technologies, best practices, and industry trends, and be open to learning from your colleagues and customers.

⚡ Challenges & Growth Opportunities

Technical Challenges:

Product Knowledge: Stay current with the latest product updates, features, and best practices to provide accurate and timely support to customers.
Customer Expectations: Manage customer expectations by setting clear boundaries, communicating effectively, and ensuring superior outcomes.
Process Compliance: Ensure frontline engineer or delivery partner support staff technical readiness and process compliance, driving delivery excellence and superior customer outcomes.

Learning & Development Opportunities:

Technical Skill Development: Expand your technical expertise by working on diverse products, services, or scenarios and staying up-to-date with the latest Microsoft technologies and best practices.
Leadership & Mentoring: Develop your leadership skills by mentoring junior team members, driving team initiatives, and contributing to the overall success of the support organization.
Career Progression: With experience and demonstrated success, explore senior technical SME roles, team lead positions, or management roles within the CE&S organization.

💡 Interview Preparation

Technical Questions:

Product Knowledge: Demonstrate your technical expertise by discussing your experience with Microsoft products, services, or scenarios, and your ability to provide accurate and timely support to customers.
Problem-Solving: Share examples of complex customer issues you've resolved, highlighting your problem-solving skills and customer-centric mindset.
Process Compliance: Explain your approach to ensuring frontline engineer or delivery partner support staff technical readiness and process compliance, driving delivery excellence and superior customer outcomes.

Company & Culture Questions:

Customer Obsessed: Describe your approach to understanding customer needs and using that feedback to drive support experiences and outcomes.
Inclusive & Diverse: Share an example of how you've fostered an inclusive culture in a previous role or team, and the positive impact it had on the overall success of the organization.
Growth Mindset: Discuss a time when you embraced a growth mindset, learning from your experiences and continuously improving yourself and your products or services.

Portfolio Presentation Strategy:

Customer Success Stories: Highlight your ability to achieve superior customer outcomes through exceptional support experiences, using specific examples from previous roles.
Technical Expertise: Demonstrate your technical expertise by discussing your experience with Microsoft products, services, or scenarios, and your ability to provide accurate and timely support to customers.
Problem-Solving: Showcase your problem-solving skills and customer-centric mindset by sharing examples of complex customer issues you've resolved and the positive impact it had on the overall customer experience.

📌 Application Steps

To apply for this Technical Support Advisory - EXO position:

Submit your application through the Microsoft Careers website.
Tailor your resume and cover letter to highlight your relevant experience in technical support, customer success, or a related role, with a focus on service delivery, process compliance, and customer outcomes.
Prepare for the interview process by brushing up on your technical knowledge of Microsoft products, services, or scenarios, and practicing your problem-solving skills and customer-centric mindset.
Research Microsoft's Customer Experience and Success (CE&S) organization and its processes, and be prepared to discuss your fit within the team and the organization's goals.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and technical support industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.

Technical Support Advisory - EXO