Join Microsoft Customer Experience & Success (CE&S) - Technical Support Engineer

With a global team of over 18,000 employees, Microsoft Customer Experience & Success (CE&S) is at the heart of our strategy, design, and implementation of end-to-end customer experiences. We invite you to join CE&S and contribute to a future where customers choose us not only for our industry-leading products and services but also for our unique and connected customer experience.

Within CE&S, the Customer Service & Support (CSS) organization plays a pivotal role in building trust and confidence for our customers by delivering seamless support experiences. CSS helps customers and partners resolve their issues promptly, prevents future problems, and demonstrates new ways to maximize their Microsoft investment.

Our Digital Transformation Platform (DTP) group, within CSS, provides world-class support to our global customers on their digital transformation journey. From Artificial Intelligence to the Internet of Things (IoT), we deliver valuable support solutions that enhance our customers' trust in Microsoft and improve their business performance.

About the Role - Technical Support Engineer

Are you passionate about delivering customer success? As a Technical Support Engineer, you will own, troubleshoot, and solve complex customer technical issues. This role offers the opportunity to accelerate your career by enhancing your problem-solving, collaboration, and research skills, all while developing your technical proficiency. This role is flexible, allowing up to 100% remote work.

Responsibilities

Response and Resolution

• Reviews and addresses highly complex issues with customers, ensuring they are kept informed about the status and solutions of their issues.
• Uses troubleshooting tools (e.g., debugging) to resolve customer issues and supports both local and global businesses.
• Serves as a technical escalation point and works end-to-end on case resolutions.
• Collaborates with product groups and engineering teams to drive incident resolution.
• Analyzes problem patterns and enhances support engineering delivery.
• Works with various groups to resolve complex technical issues.

Readiness

• Develops comprehensive readiness programs, including mentoring, content creation, and technical article writing.

Product/Process Improvement

• Acts as a trusted advisor to influence and propose fixes in designated disciplines or technologies.
• Contributes to product improvements, files bugs and design change requests, and recommends fixes.
• Reviews diagnostic processes and designs systems to simplify automation tools.
• Translates feedback into processes and workflows for case resolution.
• Leads case triage meetings to share knowledge and develop solutions.

Business Integration

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

Join us and embody our culture and values of growth mindset, innovation, and collaboration. Together, let's build on our values of respect, integrity, and accountability, fostering a culture of inclusion where everyone thrives.

Qualifications

Required/Minimum Qualifications

• 5+ years of experience in technical support, technical consulting, or IT.
• OR a Bachelor's Degree in Computer Science, IT, or related field AND 3+ years of experience in technical support or consulting.
• Ability to meet Microsoft, customer, and government security screening requirements, including the Microsoft Cloud Background Check.

Preferred Qualifications

• Microsoft Technology Certifications.
• Experience in customer-facing or support roles such as technical escalation support, product support, developer support, IT DevOps, Systems Development, or Consulting.
• Deep understanding of Cloud services (preferably Azure) and experience with other cloud services like AWS.
• Experience in Azure architecture, AI services, and programming languages like Python, R, .NET, Java, JavaScript, Scala, C/C++, and debugging.
• Familiarity with development tools, processes, and methods.
• Experience with Data Science and generative AI solutions.

Salary and Application

Technical Support Engineering IC4 -