Technical Support Engineering
Microsoft is a leading technology company on a mission to empower every person and organization on the planet. They are seeking a Technical Support Engineer to manage escalated customer and partner issues, providing problem-solving and collaboration to enhance customer experiences.
Responsibilities
- Identifies and provides feedback to address process gaps in an effort to streamline processes and shares best practices broadly
- Identifies potential defects and escalates to more senior engineers to resolve
- Applies broad knowledge of automated tools being used across other technologies and products. Provides feedback for tool improvement
- Provides feedback to more senior engineers or serviceability team on functionality of products based on engagements with customers. Provides feedback to the product group for product improvement
- Participates in case triage meetings and/or case discussions to share knowledge with other engineers and contribute to more rapid customer solutions. Utilizes learnings from triage meetings to identify and communicate readiness needs to manager or readiness team
- Assists in the implementation of end-to-end readiness programs (e.g., mentoring, knowledge sharing or technical document creation, brown bag sessions, blogs, quality assurance checks). Develops readiness content. Mentors new Technical Support Engineers. Develops intermediate level competence on support topics
- Resolves customer issues through problem solving, collaboration, and research. May take escalated issues as needed. Documents technical work and research
- Reviews complex issues (e.g., multiple components of a product) and contacts customers to understand issue. Ensures customers stay informed as to the status/solution of their issue. Utilizes troubleshooting tools (e.g., event logs, performance traces) to help resolve customer issues
- Performs in-depth product troubleshooting and remediation when needed
- Collaborates on cross-team and cross-product technical issues by working with resources from other groups as needed to resolve moderately complex customer issues
Skills
- Bachelor's Degree in Computer Science, Information Technology (IT), or related field AND 1+ years of technical support, technical consulting experience, or information technology experience OR 3+ years of technical support, technical consulting experience, or information technology experience OR equivalent experience
- Ability to meet Microsoft, customer and / or government security screening requirements are required for this role. These requirements include but are not limited to the following specialized security screenings: Microsoft Cloud Background Check: This position will be required to pass the Microsoft Cloud Background Check upon hire / transfer and every two years thereafter
- Microsoft Technology Certifications
Company Overview