Technical Support Engineer

Microsoft; United States; On-site; USD 103,000 - 201,000; Full time

Job summary

An established industry player is seeking a Technical Support Engineer to join their Customer Experience & Success team. In this role, you will empower customers by resolving complex technical issues and enhancing their experience with cutting-edge technology. You will leverage your extensive technical support experience to provide seamless solutions while collaborating with diverse teams. This position offers a unique opportunity to contribute to product improvements and drive business integration strategies. If you're passionate about technology and customer success, this role is designed for you!

Qualifications

• 7+ years of technical support or IT experience required.
• Experience with Operating Systems and DBMS query languages.

Responsibilities

• Resolve complex customer issues using troubleshooting tools.
• Collaborate with teams to drive incident resolution.

Skills

Technical Support

Troubleshooting

Windows

Linux

SQL

Cloud Services

Scripting

Education

Bachelor's Degree in Computer Science

Tools

Azure

Amazon Web Services (AWS)

Job description

Join to apply for the Technical Support Engineer role at Microsoft

Join to apply for the Technical Support Engineer role at Microsoft

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.

Applications & Infrastructure - the largest and fastest growing group in CSS - provides Microsoft’s commercial customers with timely technical expertise to address their business-critical challenges and partners with them to advance global, cross-cloud solutions that enable their people and empower the world.

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

• Reviews highly complex issues and contacts customers to understand issue. Ensures customers stay informed as to the status/solution of their issue. Utilizes troubleshooting tools (e.g., debugging) to help resolve customer issues. Supports the business both locally and globally to drive business. Serves as a technical escalation point.
• Resolves highly complex cases and by working on the end-to-end on case resolution. Serves as an escalation point for other engineers to assist in resolving cases. May have to work with product group or engineering team.
• 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.
• 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.
  
  

Readiness

• Assists in the development of end-to-end readiness programs (e.g., mentoring, leading triages, content creation, brown bag sessions, blogs, quality assurance checks, writes technical articles) for new and existing technology.
  
  

Product/Process Improvement

• Acts as a trusted advisor to the product group, in a designated discipline or technology, to influence, improve, or propose fixes.
• Contributes to product improvements by filing bugs and design change requests, and recommends potential fixes to validate resolution prior to shipping to customer or production in order to prevent customers from being impacted.
• Reviews diagnostic processes and collaborates to design complete systems that simplify tools automation and eliminate systematic diagnostic issues. Builds automation tools.
• Makes improvements based on feedback provided. Translates feedback and creates processes and workflows for case resolution.
• Leads case triage meetings and/or case discussions to share knowledge with other engineers and develop customer solutions. Takes learnings from triage meetings to communicate readiness needs to manager or readiness team.
  
  

Business Integration

• Uses business integration knowledge to influence strategy when engaging with customers, partners, and teams.
  
  

Other

• Embody our culture and values
  
  

Qualifications

Required/Minimum Qualifications

• 7+ years technical support, technical consulting experience, or information technology experience
• OR Bachelor's Degree in Computer Science, Information Technology (IT), or related field AND 5+ years technical support, technical consulting experience, or information technology experience.
• 4+ years technical support engineering with Epic or equivalent health care system.
  

Other requirements: 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.
• 4+ years of experience Operating Systems (OS) Skills: technical knowledge on at least one of the following – Windows, Linux (SLES (SUSE Linux Enterprise Server), RHEL(Red Hat Enterprise Linux)), UNIX.
• 4+ years of experience with DBMS query languages, like SQL or Kusto query language (KQL).
• Relational Database Management skills (RDBMS) Skills: deep knowledge including performance query analysis, sizing, HA/DR and storage/disk design in at least 1-2 of the following: SQL Server, Oracle, Sybase, DB2, MaxDB
• Hyper-Visor/Cloud/Networking Skills: Able to design, deploy and troubleshoot solutions based on the following: Azure or Amazon Web Services (AWS).
• Experience with scripting and automation.
• Experience Troubleshooting.
  
  

Technical Support Engineering IC5 - The typical base pay range for this role across the U.S. is USD $103,800 - $200,300 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 $133,700 - $219,200 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

Microsoft will accept applications for the role until May 13th, 2025.

#CES #CSS #AppsInfra #AzureCore

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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