Technical Support Engineering

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. We drive cross-company alignment and execution, ensuring that we consistently exceed customers’ expectations in every interaction, whether in-product, digital, or human-centered. 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.

This role is flexible in that you can work up to 50% 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

• Response and Resolution: You own, investigate and solve customer technical issues, collaborating within and across teams and leveraging troubleshooting tools and practices.
• Readiness: You lead or participate in building communities with peer delivery roles and, where appropriate, share your knowledge.
• You develop specific technical and professional proficiency to enable you to resolve customer issues, through training and readiness.
• Product/Process Improvement: You identify potential product defects and escalate appropriately to resolve, contributing to Microsoft product improvements.
• Review, scope, investigate, advocate for, and solve customer challenges/issues, collaborating within and across teams
• Support escalations and queries from Frontline Delivery Partner Advocates with professionalism, timeliness and excellence.
• Match the urgency of the customer and always maintain calm, professional attitude, functioning as the face of Microsoft and the Microsoft AI Cloud Partner Program
• Consistently leverage delivery tools, processes, and methodologies to ensure the best possible partner experience and accurate case coding
• Follows up consistently and intentionally, and develops action plans for resolving customer escalations
• Help drive partner satisfaction by providing accurate information, prompt callbacks, and timely follow-ups on all action items
• Communicate effectively and leave a great impression as the first point of contact
• Provide end-to-end management of Microsoft Partner requests and remove as much effort from the partner experience as possible
• Speak enthusiastically about the Microsoft AI Cloud Partner Program and develop an understanding of partners and customers’ needs for both immediate issue resolution as well as future hurdles to overcome and opportunities available
• Accurately route/hand off to other Microsoft services/teams if needed and, typically, as a last resort. If a “misroute” is received, goal should be to understand why, how to uptrain if other skills are needed or how to address root cause to minimize partner bounce up front
• Identify cases that require escalation (either technically or strategically)
• Participate in assigned workspace and center of excellence to maintain strong communication, readiness, and collaboration among fellow workspace colleagues.
• Engage as needed in projects and initiatives to support the PE business, digital self-help, and the overall partner support experience
• Work closely with Engineering, Supportability Managers, Support Planners and other Stakeholders to improve Partner experience.

 

Qualifications

Required 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
o OR 3+ years of technical support, technical consulting experience, or information technology experience.
o OR equivalent experience

 

Language Qualification
English Language: fluent in reading, writing and speaking.

• 3+ years in a customer support role
• Thorough troubleshooting and problem-solving skills
• Ability to work well in a highly collaborative team.
• Ability to work well in ambiguous situations.
• Ability to prioritize customer needs while understanding business objectives
• Ability to work transparently with management in an environment of continuous improvement
• Ability to control and influence the conversation sentiment to ensure a positive overall outcome at the end of the interaction as perceived by the customer.
• Ability to adapt and flex style according to customer personality, culture, and profile (i.e. customers'' new to technology and experienced pros alike).
• Strong active listening skills and "can do" attitude
• Customer Support experience (tech & no tech)
• Bachelor level of education or equivalent experience. Passion to keep learning and build expert level knowledge in a wide variety of specialties

• Microsoft AI Cloud Partner Program
• Microsoft products and services

 

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.  We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request via the Accommodation request form.

 

Benefits/perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work.