Principal Technical Support Engineer

Microsoft; Redmond (WA); Remote; USD 129,000 - 274,000; Full time

Job summary

An established industry player is seeking a Principal Technical Support Engineer to join their Customer Service & Support team. In this pivotal role, you will leverage your extensive technical expertise to resolve complex issues and drive product improvements. This position offers the flexibility to work from home, allowing you to balance your professional and personal life. You will collaborate with executive-level customers and development teams to enhance customer experiences and ensure the effective use of technology. If you are passionate about customer success and eager to make a significant impact, this opportunity is perfect for you.

Qualifications

• 15+ years in technical support or consulting.
• 10+ years as a software development engineer.

Responsibilities

• Coordinate technical architecture investments and product execution plans.
• Engage with executive customers to resolve complex technical issues.

Skills

Technical Support

Technical Consulting

Software Development

Problem Resolution

Customer Engagement

Education

Bachelor's Degree in Computer Science

Bachelor's Degree in Information Technology

Tools

Microsoft Technology Certifications

Job description

With over 18,000 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.

In the Customer Service & Support (CSS) team we are looking for people with a passion for delivering customer success. As a **Principal Technical Support Engineer** , you will engage with executive level customers and development teams across Microsoft to enable resolution of highly complex technical issues and to drive appropriate product changes. This opportunity will allow you to accelerate your career growth, hone your deep technical expertise and become a technical leader within Microsoft.

This role is flexible in that you can work up to 100% from home.

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**

+ Coordinate technical architecture investments and detailed product execution plans with products and services to allow the support organization to scale efficiently and operate smoothly.

+ Collaborate directly with products to communicate support challenges and jointly develop product investments that combine human, system, and tool interactions for a competitive advantage and significant customer impact on system interactions.

+ Utilize extensive software design knowledge and operational experience to address crucial gaps through meticulous execution planning, supporting secure and robust adherence to scalable design principles. Enable predictable execution by prioritizing features directly with service groups.

+ Response and Resolution: You review highly complex technical issues, engage with executive level customers to drive resolution and work alongside the development/ engineering teams to analyze patterns of problems and influence appropriate product changes.

+ Readiness: You understand product roadmaps and develop end-to-end readiness programs for new and existing technologies anticipating future readiness needs.

+ Product/Process Improvement: You act as a trusted advisor to the product group/ engineering teams and drive Microsoft product, diagnostic and support process improvements that feature Microsoft’s competitive differentiation

+ Business Integration: You provide thought leadership to influence strategy when engaging with customers, partners, and other organizations across Microsoft.

Other

+ Embody our culture and values.

**Qualifications**

**Required/Minimum Qualifications**

+ 15+ years technical support, technical consulting experience, or information technologyexperience

+ OR Bachelor's Degree in Computer Science, Information Technology (IT), or related field AND 10+ years technical support, technical consulting experience, or information technology experience.

+ 10+ years of experience as a software development engineer.

**Additional or Preferred Qualifications**

+ Microsoft Technology Certifications.

Technical Support Engineering IC6 - The typical base pay range for this role across the U.S. is USD $129,200 - $273,400 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 $162,000 - $299,400 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 May 11, 2025.

\#CES #CSS #AppsInfra #Developer

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 (https://careers.microsoft.com/v2/global/en/accessibility.html) .