With more than 45,000 employees and partners worldwide, the Customer Experience and Success (CE&S) organization is on a mission to empower customers to accelerate business value through differentiated customer experiences that leverage Microsoft’s products and services, ignited by our people and culture. We drive cross-company alignment and execution, ensuring that we consistently exceed customers’ expectations in every interaction, whether in-product, digital, or human-centered. CE&S is responsible for all up services across the company, including consulting, customer success, and support across Microsoft’s portfolio of solutions and products. Join CE&S and help us accelerate AI transformation for our customers and the world.

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.

In the Customer Service & Support (CSS) team we are looking for people with a passion for delivering customer success. As a Technical Support Engineer, you will own, troubleshoot, and solve customers’ technical issues. This opportunity will allow you to accelerate your career growth, hone your problem-solving, collaboration and research skills, and develop your technical proficiency.

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.

Response and Resolution

• 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.
• Resolves customer issues through problem solving, collaboration, and research. May take escalated issues as needed. Documents technical work and research.
• 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.

Readiness

• 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.

Product/Process 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.
• 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.
• Identifies and provides feedback to address process gaps in an effort to streamline processes and shares best practices broadly.
• 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.

Other

• Embody our culture and values

Required/Minimum Qualifications

• 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 conduct thorough troubleshooting and debugging, and to solve complex problems. Track record in technical support or a similar customer-facing role.
• Proficiency with Microsoft Power BI (Desktop application and the Service, and Gateway), or any other similar BI tool.
• Proficient understanding of SQL Server Analysis Services concepts, MDX, DAX and SQL Server Reporting Services. Awareness of SQL Server, or any other Database Management systems.
• Availability to shift rotations to cover business needs, including “on-call” responsibilities and weekend work.
• Business level fluency to read, write and speak English

Other:

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.

Additional or Preferred Qualifications:

• Microsoft Technology Certifications
• Knowledge on additional languages
• Communication and senior stakeholder engagement skills, underpinned by an ability to communicate technical concepts to non-technical senior business users with ease.
• Support experience delivering IT Application support or services.
• Experience with Office 365/Windows Administration, SharePoint, Dynamics CRM, or the .NET Framework.
• Excel skills with Power Query and Data Modelling.
• Conceptual knowledge of Microsoft Azure/AWS Cloud architecture or any Cloud SaaS.
• Understanding of DNS (Domain Name System) principles and protocols.
• Proficiency of HTTP (Hypertext Transfer Protocol) principles and its various methods (GET, POST, PUT, DELETE, etc.)

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

#CES #CSS #DTP #DataAI

This position will be open for a minimum of 5 days, with applications accepted on an ongoing basis until the position is filled.

Microsoft is an equal opportunity employer. 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 with religious accommodations and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations.