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.

Reviews complex issues and contacts customers to understand issue. 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 technical issues by working with resources from other groups as needed to resolve complex customer issues. Implements end-to-end readiness programs and contributes to the content and readiness strategy. Provides feedback to more senior engineers or serviceability team on functionality of products based on engagements with customers. 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. 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

Product/Process 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.
• Contributes to and/or develops automation techniques and diagnostic tools to improve cross-group effectiveness.
• 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; leverages overall product knowledge to determine if and when features require enhancements.
• Translates feedback and creates processes and workflows for case resolution.
• Engages with engineering team to investigate product bugs, provides business impact, and collaborates with appropriate stakeholders and senior team members on fixes.
• Responsibility description
  
  

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; mentors Technical Support Engineers or members from other teams outside of Customer Service and Support (CSS); develops expert level competence on support topics.
  
  

Response And Resolution

• Performs complex product troubleshooting and remediation when needed; works alongside the development teams to drive incident resolution for configuration, code, or other service deficiencies impacting customers; analyzes patterns of problems and identifies workflows to optimize support engineering delivery for a team or region level.
• Acts as an advisor to the customer and handles complex, repeatable, or escalated cases that may become politically charged; creates technical articles or knowledge base (e.g., edits or creates news/ knowledge-base articles) that is internal or customer facing for better customer understand; provides best practices and education to ensure customer understands the problem in order to proactively resolve potential issues in the future.
• 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.
• 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.
  
  

Business Integration

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

Other

• Embody 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.
  

Other Qualifications

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.

Citizenship & Citizenship Verification: This position requires verification of U.S citizenship due to citizenship-based legal restrictions. Specifically, this position supports United States federal, state, and/or local United States government agency customers and is subject to certain citizenship-based restrictions where required or permitted by applicable law. To meet this legal requirement, citizenship will be verified via a valid passport, or other approved documents, or verified US government clearance.

Preferred Qualifications

• SC 900 certification
• Knowledge of Purview Security & Compliance or equivalent technologies
• Language skills (French, Portuguese or Spanish)
  
  

Technical Support Engineering IC4 - The typical base pay range for this role across the U.S. is USD $83,400 - $167,800 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 $108,900 - $183,000 per year.

Certain roles may be eligible for benefits and other compensation. Find additional benefits and pay information here: https://careers.microsoft.com/us/en/us-corporate-pay

Microsoft will accept applications for the role until December 2, 2024

#CES #CSS #SCIM

Microsoft is an equal opportunity employer. Consistent with applicable law, all qualified applicants will receive consideration for employment without regard to age, ancestry, citizenship, color, family or medical care leave, gender identity or expression, genetic information, immigration status, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran or military status, race, ethnicity, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable local laws, regulations and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations.