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With more than 45,000 employees and partners worldwide, the Customer Experience and Success (CE&S) organization is on a mission to empower customers to accelerate business value through differentiated customer experiences that leverage Microsoft's products and services, ignited by our people and culture.
CE&S is responsible for all up services across the company, including consulting, customer success, and support across Microsoft's portfolio of solutions and products. Join CE&S and help us accelerate AI transformation for our customers and the world.
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 Technical Support Engineer, you will own, troubleshoot and solve customer technical issues. This opportunity will allow you to accelerate your career growth, hone your problem-solving, collaboration and research skills, and develop your technical proficiency.
Responsibilities:
Resolves customer issues through problem solving, collaboration, and research. May take escalated issues as needed. Documents technical work and research. Reviews complex issues and contacts customers to understand issue. Ensures customers stay informed as to the status of their issue. Utilizes troubleshooting tools 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. Develops readiness content. Mentors new Technical Support Engineers. Develops intermediate level competence on support topics. Product/Process Improvement:
Identifies and provides feedback to address process gaps in an effort to streamline processes and shares best practices broadly. Identifies potential defects and escalates to more senior engineers to resolve. Applies broad knowledge of automated tools being used across other technologies and products. Provides feedback for tool improvement. Provides feedback to more senior engineers or serviceability team on functionality of products based on engagements with customers. Participates in case triage meetings and/or case discussions to share knowledge with other engineers and contribute to more rapid customer solutions. Qualifications:
Bachelor's Degree in Computer Science, Information Technology (IT), or related field AND 1+ years of technical support, technical consulting experience, or information technology experience. OR 3+ years of technical support, technical consulting experience, or information technology experience OR equivalent experience. Microsoft 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.
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Resolves customer issues through problem solving, collaboration, and research. May take escalated issues as needed. Documents technical work and research. Reviews complex issues and contacts customers to understand issue. Ensures customers stay informed as to the status of their issue. Utilizes troubleshooting tools 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. Develops readiness content. Mentors new Technical Support Engineers. Develops intermediate level competence on support topics. Product/Process Improvement:
Identifies and provides feedback to address process gaps in an effort to streamline processes and shares best practices broadly. Identifies potential defects and escalates to more senior engineers to resolve. Applies broad knowledge of automated tools being used across other technologies and products. Provides feedback for tool improvement. Provides feedback to more senior engineers or serviceability team on functionality of products based on engagements with customers. Participates in case triage meetings and/or case discussions to share knowledge with other engineers and contribute to more rapid customer solutions. Qualifications:
Bachelor's Degree in Computer Science, Information Technology (IT), or related field AND 1+ years of technical support, technical consulting experience, or information technology experience. OR 3+ years of technical support, technical consulting experience, or information technology experience OR equivalent experience. Microsoft 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.
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