Technical Support Engineering Dev Storage

Microsoft • In, IN

3d

About The Position

The Senior Technical Support Engineer works in Microsoft’s Customer Service & Support organization, which delivers support to help consumers, businesses, and partners resolve issues securely and prevent future problems. The engineer owns, troubleshoots, and resolves complex customer technical issues, including escalated, mission-critical, and politically sensitive cases involving Microsoft software products. The role involves communicating with corporate customers, managing customer relationships and expectations, and retaining ownership of issues until they are fully resolved.

The engineer uses trace analysis, source code, and other debugging tools to investigate problems and develop solutions, which may include writing code. They coordinate with other groups to obtain resources, share knowledge with colleagues, and report bugs, supportability concerns, and customer suggestions to product teams. The role requires flexibility to work shifts spanning EMEA and India business hours and, for politically sensitive issues, availability 24x7. Applicants must meet Microsoft, customer, and/or government security-screening requirements, including the Microsoft Cloud Background Check upon hire or transfer and every two years thereafter.

Requirements

• Fluent English reading, writing, and speaking skills.
• 5 to 7 years of experience in technical support, software development, or a related field.
• Hands-on experience with Web APIs, RESTful services, and API authentication mechanisms such as OAuth and JWT.
• Proficiency in .NET development (C#) and ASP.NET, including debugging and troubleshooting web applications.
• Understanding of networking concepts including HTTP, DNS, TLS/SSL, firewalls, and proxy servers.
• Ability to analyze network traces and troubleshoot connectivity issues.
• Strong problem-solving, analytical, and debugging skills with a customer-focused mindset.
• Excellent verbal and written communication skills, including the ability to explain technical concepts to various audiences.
• Strong customer service, accurate and logical problem-solving, communication, and teamwork skills.
• Ability to meet Microsoft, customer, and/or government security-screening requirements, including passing the Microsoft Cloud Background Check upon hire or transfer and every two years thereafter.
• Technical knowledge of cloud computing and Windows Azure technologies, networking fundamentals, and basic Azure Cache for Redis.
• Knowledge of Azure Entra ID, including identity, security, and access.
• Hands-on experience with .NET Framework and ASP.NET applications, debugging, and development.
• Experience designing, consuming, and troubleshooting Web APIs and REST APIs.
• Knowledge of HTTP, TCP/IP, SSL/TLS, firewalls, and proxies.

Nice To Haves

• Programming knowledge in Java, Node.js, Python, PHP, or Ruby.
• Understanding of JSON and YAML.
• Experience with API security best practices and authentication mechanisms.
• Familiarity with containerized environments such as Docker and Kubernetes, and API Gateways.
• Ability to work with network traces using tools such as Wireshark or Fiddler.
• Exposure to Azure services such as Application Gateway, APIM, App Services, and Virtual Networks.
• Knowledge of Azure compute services including Azure Virtual Machines, App Service, and Azure Functions.
• AZ-900 or AI-900 certification.

Responsibilities

• Represent Microsoft and communicate with corporate customers by telephone, written correspondence, or electronic service about technically complex escalated problems, while managing customer relationships.
• Receive escalated, technically complex, mission-critical, or politically sensitive customer issues and maintain ownership until they are completely resolved.
• Use trace analysis, source code, and other sophisticated debugging tools to analyze problems and develop solutions; this may involve writing code.
• Acquire and coordinate resources from other groups as needed to resolve customer issues.
• Manage sensitive customer issues by setting expectations, devising action plans, being available 24x7, and communicating professionally with all involved parties.
• Share knowledge with other engineers and develop customer solutions efficiently.
• Report bugs, supportability concerns, and customer suggestions to product teams.
• Work flexibly across shifts spanning EMEA and India business hours.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed