Senior Support Engineer (MS Teams)

Waferwire Cloud Technologies; Hyderabad; On-site; INR 420,000 - 640,000; Full time

Job summary

WaferWire Technology Solutions (WCT) is seeking a skilled Support Engineer to manage helpdesk tickets for our Hyderabad-based customers, focusing on Office 365 technologies, Microsoft Teams, and SharePoint integration. You will diagnose issues in production using logs and traces, collaborating with cross-functional teams for rapid resolution.

Proven debugging and troubleshooting skills are essential, along with familiarity with Log Reader, Fiddler, and browser developer tools.

Qualifications

• Proven experience as a Support Engineer or similar role.
• Strong problem-solving, debugging and troubleshooting skills.
• Experience with Log Reader, Fiddler and Browser Dev Tools.
• Experience with extracting logs for debugging (Desktop Logs, Network Logs, Web Logs).
• Familiarity with helpdesk ticketing systems and escalation procedures.
• Knowledge of Education tenant apps is a plus.
• Experience with API requests and responses; Graph API desirable.

Responsibilities

• Manage helpdesk tickets and resolve customer issues.
• Analyze data captures and trace logs to diagnose production issues.
• Collaborate with Microsoft Engineering/Supportability to investigate defects.
• Update ticketing system and escalate to appropriate teams.
• Document FAQs and troubleshooting guides.
• Triaging and escalating new bugs from early customers.
• Use Log Reader and Fiddler to reproduce issues.
• Participate in regular status meetings on escalated bugs.

Skills

Office 365

Microsoft Teams

SharePoint

Log analysis

Troubleshooting

Debugging

Network analysis

Graph API

API requests

Tools

Log Reader

Fiddler

Browser Dev Tools

Graph API

Job description

Job Title: Support Engineer (MS Teams)
Job Location: Hyderabad, Telangana
Worksite: Onsite [100%]

About WCT:

WaferWire Technology Solutions (WCT) specializes in delivering comprehensive Cloud, Data and AI solutions through Microsoft's technology stack. Our services include Strategic Consulting, Data/AI Estate Modernization, and Cloud Adoption Strategy. We excel in Solution Design encompassing Application, Data, and AI Modernization, as well as Infrastructure Planning and Migrations. Our Operational Readiness services ensure seamless DevOps, ML Ops, AI Ops, and Sec Ops implementation. We focus on Implementation and Deployment of modern applications, continuous Performance Optimization, and future-ready innovations in AI, ML, and security enhancements. Delivering from Redmond-WA, USA, Guadalajara, Mexico and Hyderabad, India, our scalable solutions cater precisely to diverse business requirements and multiple time zones (US time zone alignment).

About Role:

We are seeking a skilled Support Engineer to manage helpdesk tickets for our customers.

Responsibilities:

• Knowledge of Office 365 technologies, particularly Microsoft Teams and apps in the Office Admin center. In-depth knowledge of Microsoft Teams features, functionalities, and best practices.
• Familiarity with Microsoft 365 and SharePoint integration with Teams.
• Ability to analyze and interpret data captures and trace logs to resolve customer issues in production environments.
• Experience working with network capture and analysis tools like Fiddler and Developer tools (Browser). Owning, investigating, and solving complex customer technical issues while acting as an advisor to the customer, collaborating within and across teams leveraging troubleshooting tools and practices.
• Engaging with Microsoft Engineering/Supportability teams to investigate potential product defects and help develop automation techniques and diagnostic tools driving Microsoft product improvements.
• Experience supporting the M365 suite of products and troubleshooting web and desktop apps. Updating the help-desk ticketing system to track, monitor, and resolve issues. Identifying issues that are logical in nature and escalating them to the appropriate team for resolution. Troubleshooting and owning customer issues from reporting to resolution.
• Diagnosing and troubleshooting system issues along with isolation of the issue.
• Following standard procedures for escalating to the appropriate feature teams as required.
• Managing multiple open issues and ensuring their successful completion.
• Documenting technical knowledge in FAQs and troubleshooting guides.
• Triaging and escalating new bugs from early ring customers.
• Verifying and rejecting bugs submitted by unknown sources. Monitoring and assigning emerging issues to the engineer for escalation.
• Using tools like Log Reader and Fiddler to troubleshoot and reproduce issues. Collaborating with cross-functional engineering and support teams.
• Participating in regular meetings to discuss the status of escalated bugs and new issues.

Required Qualifications:

• Proven experience as a Support Engineer or similar role. Strong problem-solving, debugging and troubleshooting skills
• Good to have knowledge on Education tenant apps such as assignments, class notebooks and School data sync.
• Experience with ICM and Service Incident is preferred Excellent communication and customer service abilities.
• Familiarity with helpdesk ticketing systems and escalation procedures.
• Experience with tools like Log Reader, Fiddler and Browser Dev tools. Experience with appropriate extracting logs for Debugging (Desktop Logs, Network Logs, Web Logs) Experience with HTTP and HTTPS Request Code Experience with API requests and responses (Graph API is desirable)

Equal Employment Opportunity Declaration:

WCT 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.