Support Engineer at Microsoft (Charlotte, NC)

| Charlotte, NC
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Microsoft is on a mission to empower every person and every organization on the planet to achieve more. Our culture is centered on embracing a growth mindset, a theme of inspiring excellence, and encouraging teams and leaders to bring their best each day. In doing so, we create life-changing innovations that impact billions of lives around the world. You can help us to achieve our mission.
With over 15,000 employees worldwide, the Microsoft Customer Experience and Success (CEnS) organization is responsible for the strategy, design, and implementation of the Microsoft end-to-end customer experience. This newly expanded organization reflects the Microsoft ambition to be known as a customer experience company, ensuring our Microsoft mission to empower every person and every organization on the planet to achieve more is enabled by delighting customers and consistently exceeding their expectations in every interaction through a connected customer experience.
Microsoft has a tremendous opportunity to exceed customer expectations and drive greater customer loyalty and trust, which leads to greater satisfaction, retention, and growth. The CEnS organization is looking for people with a passion for delivering customer success to help us build a future where customers come to us, not only because we provide industry-leading products and services, and also because we provide a differentiated and connected customer experience that is rooted in our commitment to delivering on customer outcomes.
Support Engineers (SE) serve as frontline technical resources for Microsoft customers and partners via phone, email or web. They deliver unique value by collaboratively and reactively solving customer problems, providing proactive support advice, contributing to product quality and enhancements and creating self-help assets to broadly reach more customers. You will be part of a team responsible for providing an outstanding technical support experience to our business customers. From problem identification to full resolution, you will own and manage the customer experience over the phone and Web. When needed, you will collaborate with others to engage subject matter experts, Engineering (Product Groups) or Management. Your day to day job will be about providing both technical expertise (either on your own or by involving your colleagues) and about being an excellent communicator and a service oriented professional. You will be given the opportunity to become a subject matter expert in one or more areas and receive guidance and mentorship from your colleagues.ResponsibilitiesResponsibilities
Response and Resolution
  • Reviews issues 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 or escalates multiple and varied customer issues. Documents technical work and research.
  • Analyzes problems and develops solutions to meet customer needs using log analysis and other proprietary tools.
  • 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
  • Attends readiness trainings and non-technical trainings to ensure that they become proficient in support topics.

Product/Process Improvement
  • Provides feedback to improve products to more senior engineers or technical advisors.
  • Identifies potential defects and escalates to more senior engineers to resolve.
  • Uses automated tools to deliver solutions for a wide range of issues. Provides feedback on how to improve automated tools.
  • Follows processes provided by the business.
  • Attends case triage meetings and/or case discussions to collaborate and share ideas to resolve problems.

Other
  • Embody our culture and values
Qualifications Qualifications
Required/Minimum Qualifications
  • 2+ years technical support, technical consulting experience, or information technology experience
  • OR Bachelor's Degree in Computer Science, Information Technology (IT), or related field.
  • Experience in one or more of these areas desirable- Microsoft Dynamics CRM.
  • Experience or a Developer focused background would be beneficial but not essential.
  • In depth knowledge of other Microsoft stack technologies would be appropriate instead (such as SQL Server, IIS, ADFS, Exchange, Visual Studio).
Additional or Preferred Qualifications
  • Microsoft Technology Certifications.
  • Microsoft Dynamics CRM Experience or a Developer focused background would be beneficial but not essential
  • In depth knowledge of other Microsoft stack technologies would be appropriate instead (such as SQL Server, IIS, ADFS, Exchange, Visual Studio).
  • Ability to take Technical Leadership in one specific product or area of business processes.
  • GCC and USNAT with Cloud background check (D_CBC) and US Citizenship Verification (D_USCV).
  • 3+ years in a customer facing service role in any capacity.
Experience and knowledge in one or more of the technologies below:
  • Power Platform experience supporting or developing Power Automate, PowerApps or Power Virtual agents.• Canvas or model driven app development or support experience.• Two or more years' industry experience with Microsoft Server products.• Office 365, Azure and SharePoint Administration experience.• Strong understanding of troubleshooting network related issues.• Experience with troubleshooting fiddler, network browser traces and firewalls.• Experience with Azure and PowerBi data gateways.• Background in Customer Relationship Management systems.• Familiarity with automations such as MS Project, CDS workflows or Power Automate.• JavaScript development including CDS extensions. • Mobile application development and support.• SQL, JSON and Kusto query languages.• Microsoft Office Suite of products including Teams, Excel, and OneDrive.• Advanced experience with excel formula and functions.
    Security Clearance Requirements:
This position requires verification of US Citizenship to meet federal government security 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.
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.
More Information on Microsoft
Microsoft operates in the Software industry. The company is located in Redmond, WA. Microsoft was founded in 1975. It has 206870 total employees. It offers perks and benefits such as Flexible Spending Account (FSA), Disability Insurance, Dental Benefits, Vision Benefits, Health Insurance Benefits and Life Insurance. To see all 492 open jobs at Microsoft, click here.
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