Technical Support Engineering

Microsoft • In, IN

2d

About The Position

Within Microsoft's Customer Service & Support (CSS) organization, the Senior Technical Support Engineer owns, troubleshoots, and resolves complex customer technical issues. The role supports strategic, high-profile, or long-running cases that may require engagement with Software Engineering, and is responsible for providing a positive customer support experience. The engineer collaborates across teams, applies troubleshooting best practices, communicates transparently, identifies cases requiring technical or strategic escalation, and creates and maintains incident management requests for product or engineering groups. The role also drives technical collaboration beyond CSS and leads or participates in communities with peer delivery roles.

The position is part of CE&S, which provides services including consulting, customer success, and support across Microsoft's portfolio. The organization focuses on customer outcomes, seamless support, resolving issues securely, and helping customers realize value from Microsoft products and services. Candidates must meet Microsoft's, customer, and/or government security screening requirements, including a Microsoft Cloud Background Check at hire or transfer and every two years thereafter. The posting will remain open for at least five days, with applications accepted on an ongoing basis until filled.

Requirements

• Bachelor's degree in Computer Science, Information Technology, or a related field and at least 1 year of technical support, technical consulting, or information technology experience; or at least 3 years of such experience; or equivalent experience.
• Fluent English reading, writing, and speaking skills.
• At least 4 years of troubleshooting experience working for IT retailers and/or in a technical support role, ideally involving Microsoft technologies.
• Experience working with Skype for Business, Microsoft Teams, Windows Server, and Active Directory.
• Strong networking and VoIP experience, including underlying technologies such as routing and switching protocols, TCP/IP, DNS, QoS, SIP or VLANs, and WAN protocols and technologies.
• Ability to meet Microsoft, customer, and/or government security screening requirements, including the Microsoft Cloud Background Check upon hire or transfer and every two years thereafter.

Nice To Haves

• Knowledge of Office 365 technologies, particularly Skype for Business and Microsoft Teams.
• Hands-on experience with Teams Admin Center and M365 Admin Center.
• Experience with 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 involving authentication, network connectivity, messaging, SIP or VoIP, and Unified Communications.
• Experience troubleshooting and resolving problems with Microsoft Teams and hybrid environments set up with Skype for Business Server 2015–2019.
• Experience working with network capture and analysis tools such as Netmon, Wireshark, and HTTPS decryption tools.
• MS-700 or MS-720 certification.

Responsibilities

• Help solve technically complex, strategic or high-profile, or long-running customer cases, which may require interaction with Software Engineering.
• Be 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 technical or strategic escalation.
• Create and maintain incident management requests to product or engineering groups.
• Drive technical collaboration and engagement outside of CSS, including with Product Engineering teams, Services, Support, and Regions.
• Lead or participate in building communities with peer delivery roles.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior