Technical Support Engineering

With over 17,000 employees worldwide, the mission of the Customer Experience & Success (CE&S) organization is to empower customers to accelerate business value through differentiated customer experiences that leverage Microsoft's products and services, ignited by our people and culture. Come join CE&S and help us build a future where customers achieve their business outcomes faster with technology that does more.

Within CE&S, the Customer Service & Support (CSS) organization builds trust and confidence for every person and organization through delivering a seamless support experience. In CSS, we are powered by Microsoft's AI technology to help consumers, businesses, partners, and more, resolve their issues quickly and securely, helping prevent future problems from occurring and achieving more from their Microsoft investment.

Acts as an advisor to the customer and handles complex, repeatable or escalated cases that may become politically charged.

Performs complex product troubleshooting and remediation when needed.

Collaborates on cross team and cross product issues working with resources from other product groups as needed.

Implements end to end Readiness programs and contributes to the content and readiness strategy.

Engages with Engineering team to investigate product bugs, provides business impact and collaborates with appropriate stakeholders and senior team members on fixes.

Contributes to and/or develops automation techniques and diagnostic tools to improve cross group effectiveness

Translates feedback and creates processes and workflows for case resolution.

Participation in case triage meetings and case discussions to share knowledge with other engineers and contribute to more rapid customer solutions.

Implements strategic business decisions with customers, partners and teams to increase market share.

Microsoft's mission is to empower every person and every organization on the planet to achieve more. As employees we come together with a growth mindset, innovate to empower others and collaborate to realize our shared goals. Each day we build on our values of respect, integrity, and accountability to create a culture of inclusion where everyone can thrive at work and beyond.

Responsibilities:

Response and Resolution:

• Reviews complex issues (e.g., multiple components of a product) and contacts customers to understand issue . E nsures customers stay informed as to the statsolution of their issue . U tilizes troubleshooting tools (e.g., event logs, performance traces) to help resolve customer issues.
• Acts as an advisor to the customer and handles complex, repeatable, or escalated cases that may become politically charged . C reates technical articles or knowledge base (e.g., edits or creates news/ knowledge- base articles) that is internal or customer facing for better customer understand . P rovides best practices and education to ensure customer understands the problem in order to proactively resolve potential issues in the future.
• Performs complex product troubleshooting and remediation when needed . W orks alongside the development teams to drive incident resolution for configuration, code, or other service deficiencies impacting customers . A nalyzes patterns of problems and identifies workflows to optimize support engineering delivery for a team or region level.
• Collaborates on cross-team and cross-product technical issues by working with resources from other groups including support engineering groups, product groups, services team, and account team as needed to resolve complex customer issues.

Readiness:

• Implements end-to-end readiness programs (e.g., mentoring, leading triages, content creation, brown bag sessions, blogs, quality assurance checks, writes technical articles) and contributes to the content and readiness strategy . M entors Technical Support Engineers or members from other teams outside of Customer Service and Support (CSS) . D evelops expert level competence on support topics.
• You lead in building communities with peer delivery roles and share your knowledge through readiness programs, technical coaching and mentoring of others.You deepen your technical and professional proficiency to enable you to resolve complex customer issues, through training and readiness.

Product/Process Improvement:

• Provides feedback to more senior engineers or serviceability team on functionality of products based on engagements with customers . P rovides feedback to the product group for product improvement . L everages overall product knowledge to determine if and when features require enhancements.
• Engages with engineering team to investigate product bugs, provides business impact, and collaborates with appropriate stakeholders and senior team members on fixes.
• Contributes to and/or develops automation techniques and diagnostic tools to improve cross-group effectiveness.
• Translates feedback and creates processes and workflows for case resolution.
• Participates in case triage meetings and/or case discussions to share knowledge with other engineers and contribute to more rapid customer solutions . U tilizes learnings from triage meetings to identify and communicate readiness needs to manager or readiness team.

Business Integration:

• Implements strategic business decisions with customers, partners, and teams to increase market share . I nfluences peers to implement strategy.

Other:

• Embo dy our culture and values

Qualifications:

Required Qualifications:

• 5+ years technical support, technical consulting experience, or information technology experience
  • OR Bachelor's Degree in Computer Science, Information Technology (IT), or related field AND 3+ years technical support, technical consulting experience,
  • or information technology experience .
  • Experience with Microsoft Purview would be beneficial

Additional or Preferred Qualifications:

• Microsoft Technology Certifications

Technical Support Engineering IC4 - The typical base pay range for this role across the U.S. is USD $85,100 - $169,800 per year. There is a different range applicable to specific work locations, within the San Francisco Bay area and New York City metropolitan area, and the base pay range for this role in those locations is USD $112,000 - $185,300 per year.

Certain roles may be eligible for benefits and other compensation. Find additional benefits and pay information here: ;br>
Microsoft will accept applications for the role until June , 2025.

Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request via the Accommodation request form .

Benefits/perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work.

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