Technical Support Engineering

Microsoft; South Dakota; On-site; USD 68,000 - 138,000; Full time

Job summary

A leading company is seeking a Technical Support Engineer to enhance customer experiences through problem-solving and technical support. This role involves collaborating with various teams to address customer concerns effectively and implement improvements within the support process, all while fostering an inclusive work environment.

Qualifications

• 3+ years of technical support or consulting experience.
• Bachelor's degree in Computer Science preferred.
• Ability to meet Microsoft security screening requirements.

Responsibilities

• Reviews and resolves complex customer issues.
• Collaborates on technical issues with other teams.
• Assists in the implementation of readiness programs.

Skills

Problem Solving

Collaboration

Technical Support

Research

Education

Bachelor's Degree in Computer Science

Information Technology or related field

Tools

Troubleshooting Tools

Networking Protocols

Job description

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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:

• Resolves customer issues through problem solving, collaboration, and research. May take escalated issues as needed. Documents technical work and research.
• 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.
• 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.
• Develops readiness content. Mentors new Technical Support Engineers. Develops intermediate level competence on support topics.
  
  

Product/Process Improvement

• 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.
• Identifies and provides feedback to address process gaps in an effort to streamline processes and shares best practices broadly. Applies broad knowledge of automated tools being used across other technologies and products. Provides feedback for tool improvement. Identifies potential defects and escalates to more senior engineers to resolve.
• 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.
• 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
  
  

Qualifications

Required Qualifications:

• 3+ years technical support, technical consulting experience, or information technology experience
• OR Bachelor's Degree in Computer Science, Information Technology (IT), or related field AND 1+ year(s) technical support, technical consulting experience,
• or information technology experience.
  

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

• Knowledge of Purview Security & Compliance or equivalent technologies
• Basic knowledge of networking protocols and endpoint behavior
• Familiarity with network traces or browser dev tools to analyze HTTP traffic
• Understanding of regular expression (REGEX)
• SC 900 certification
• PowerShell or scripting skills
• Language skills (French, Portuguese or Spanish)
  
  

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

• Single reqs: Microsoft will accept applications for the role until June 3rd, 2025.
  
  

#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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