Technical Support Engineering

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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.

Overview

• Reviews complex issues and contacts customers to understand issue.
• Resolves customer issues through problem solving, collaboration, 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.
• Assists in the implementation of end-to-end readiness programs.
• Provides feedback to more senior engineers or serviceability team on functionality of products based on engagements with customers.
• Identifies potential defects and escalates to more senior engineers to resolve.
• Applies broad knowledge of automated tools being used across other technologies and products.
• 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.

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 :

Readiness

Product / Process Improvement

Other

Qualifications

Required Qualifications :

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.

Additional Or Preferred Qualifications

Technical Support Engineering IC3 - The typical base pay range for this role across the U.S. is USD $68,300 - $137,900 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 $93,200 - $151,200 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

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.

Seniority level

Seniority level

Not Applicable

Employment type

Employment type

Full-time

Job function

Job function

Information Technology

Industries

Software Development

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