Technical Support Engineering

MCAPS-Core accelerates customer outcomes and business growth. By uniting product, engineering, marketing, sales, customer success, and partners around a common customer mission, we help customers realize value faster and turn innovation into measurable business impact. Through deep technical expertise and differentiated go-to-market execution, we win competitively, capture market share, and scale repeatable growth motions. We differentiate through value creation - delivering world-class, AI-powered customer experiences that accelerate adoption, strengthen loyalty, and create sustainable competitive advantage, driving growth that outpaces the market.

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 customers’ 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. 

Support Engineers (SE) serve as Senior technical leaders for customers, via phone and email. They deliver value by collaboratively solving customer problems, providing proactive support advice, promoting product quality and enhancements, and creating self-help assets to broadly reach more customers.
 
Successful engineer skill set:
o Problem isolation and solving techniques.
o Ability to navigate highly complex technical and political issues requiring expert product or service knowledge.
o Act as a subject matter expert regarding product / configuration.
o Ability to leverage troubleshooting tools such as analysis of event logs, component traces, and performance traces to resolve customer issues.
 
The ideal candidate works well in a team:
o Strong collaborator across the business, including our Development Teams.
o Ability to receive feedback and recognize areas of improvement.
o Keeps stakeholders informed to ensure customer success.
 
We are looking for someone who is dependable:
o Demonstrates ability to consistently make and keep commitments to customers and team members.
o Effective time management by utilizing available time to progress current cases forward.
o Proactively looking for opportunities to contribute to the success of the team.
o Consistently demonstrate case management excellence, including daily notes and timely updates to customers and stakeholders involved.

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.

• Help solve technically complex, strategic/high-profile, or long-running customer cases that may require interaction with Software Engineering
• Responsible for the customer support experience with Microsoft
• Own, troubleshoot, and solve customer technical issues using collaboration, troubleshooting best practices, and transparency within and across teams
• Identify cases that require escalation, either technically or strategically
• Create and maintain incident management requests to product group/engineering group
• Drive technical collaboration and engagement outside of CSS (Product Engineering teams/Services/Support/Regions)
• Lead or participate in building communities with peer delivery roles

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

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

Additional Required Qualifications:
• 4+ years' troubleshooting experience working for any IT retailers and/or within any tech support role, ideally around Microsoft technologies
• Experience working with Skype for Business, Microsoft Teams, Windows Server and Active Directory
• Strong networking, VoIP, experience with underlying technologies such as: Routing & Switching Protocols, TCP/IP, DNS, QoS, SIP or VLANs, and WAN protocols and technologies

Additional Preferred Qualifications:
• Knowledge of Office 365 technologies – particularly, Skype for Business and Microsoft Teams
• Hands on Experience on Teams Admin Center and M365 Admin Center
• Experience in Office 365 Authentication and voice offerings
• Expert knowledge of voice protocols such as SIP, as well as Azure AD Connect
• Previous experience deploying, administering and/or supporting Enterprise Unified Communications solutions
• Ability to analyze and interpret data captures and trace logs to resolve customer issues in production environments specific to authentication, network connectivity, messaging, SIP or VoIP, Unified Communications
• Experience troubleshooting and resolving problems on Microsoft Teams, Hybrid environments set up with Skype for Business Server 2015-2019
• Experience working with network capture/analysis tools: Netmon, WireShark, HTTPs decryption tools
• Certified in MS700, MS720

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.

This position will be open for a minimum of 5 days, with applications accepted on an ongoing basis until the position is filled.

Microsoft is an equal opportunity employer. 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 with religious accommodations and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations.