Technical Support Advisor

Responsibilities:
• Identify and analyse skill-gaps in team or Pod; contribute to the creation of readiness plans and content
• Own Case management duties (technical review, triage, incoming inspection for SIE (Service Interruption Event), case progression, impact to customer wellness, reduced time to.
measures)
• Enable swarming and collaboration activities, including advanced troubleshooting
• Approve and review escalations (regardless of destination - to Engineering Group or other PODs)
• Improve existing and develop new troubleshooting workflows and troubleshooting guides (TSG)
• Provide ramp activities for junior engineers, knowledge sharing, technical coaching and mentoring
• Drive technical collaboration and engagement outside of CSS (Product Engineering teams, Services, Support, Regions)