Join Microsoft Customer Experience & Success (CE&S) Team

With a global workforce of over 18,000 employees, the Microsoft Customer Experience & Success (CE&S) organization is dedicated to designing and implementing Microsoft’s end-to-end customer experience strategy. Be a part of CE&S and help us create a future where customers choose us not only for our industry-leading products and services but also for our distinctive and integrated customer experience.

About Customer Service & Support (CSS)

Within CE&S, the Customer Service & Support (CSS) organization aims to build trust and confidence for every person and organization by delivering a seamless support experience. In CSS, we assist customers and partners in resolving their issues swiftly, preventing future problems, and demonstrating new ways to maximize their Microsoft investments.

Role: Technical Support Engineer

As a Technical Support Engineer within CSS, you will own, troubleshoot, and resolve technical issues for our customers. This role provides an excellent opportunity to accelerate your career growth by enhancing your problem-solving, collaboration, research skills, and technical proficiency.

Benefits of Joining Our Team

This position offers flexibility, allowing you to work up to 50% from home. Joining Microsoft means contributing to our mission of empowering every person and organization on the planet to achieve more. We cultivate a culture of growth, innovation, inclusion, and respect, where everyone can thrive at work and beyond.

Responsibilities

Response and Resolution

Collaborate within and across teams to review, investigate, and solve customer technical issues using troubleshooting tools and practices.

Readiness

Engage in community roles with peers, develop technical proficiency through training, and contribute to resolving customer issues.

Product/Process Improvement

Identify potential product defects, provide feedback to senior engineers, and contribute to Microsoft product enhancements.

Act as a technical focal point in relationships with other companies, manage crisis situations involving complex issues and diverse audiences, and own technically intricate customer issues. You may also need to be responsive to customer needs outside of normal business hours or on-call rotations.

Utilize trace analysis, debugging skills, source code, and proprietary tools to develop solutions, which may involve writing code. Stay current with leading technologies and technical certifications, contribute to product improvements, and participate in pre-release activities and BETA programs.

Assist in the development and delivery of training sessions, either in-person or remotely, to share knowledge with other engineers and mentor new engineers.

Qualifications

Minimum Requirements

• 3+ years of technical support, consulting, or information technology experience, OR
• Bachelor’s Degree in Computer Science, Information Technology (IT), or a related field AND 1+ year(s) of technical support, consulting, or IT experience.

Competencies

• Ability to work independently with minimal supervision as part of a regional team of engineers.
• Strong problem-solving and troubleshooting skills.
• Excellent interpersonal and communication skills to create positive relationships with customers and peers.
• Experience working with diverse audiences, including highly technical IT professionals, developers, architects, and executives.
• Exceptional customer service in challenging environments, communication, and technical writing skills.
• Leadership through personal responsibility, accountability, and teamwork.

Technical Requirements

• Experience in ETL/Data Integration, SQL Server Integration Service (SSIS).
• Experience with cloud computing technologies, such as Azure Cloud and AWS.
• Experience with relational databases like SQL Server, Oracle, MySQL (DBA experience is a plus).
• Hands-on debugging experience, including call stack analysis and trace analysis.
• Network and Active Directory (AD) knowledge, as well as coding experience, are pluses.

Common Skills

• Background in Computer Science or IT.
• Strong debugging and problem-solving skills, with the ability to communicate effectively in critical situations.
• Passion for learning and embracing new Big Data technologies.
• Proficient in spoken and written English.

This position requires availability for