Technical Support Engineering

Microsoft • ,

1d • $106,400 - $222,600

About The Position

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 Senior Technical Support Engineer, you will own, troubleshoot, and solve highly complex customer technical issues. This opportunity will allow you to accelerate your career growth, hone your problem-solving, collaboration and research skills, and further deepen your technical proficiency – becoming a product expert. 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.

Requirements

• Bachelor's Degree in Computer Science, Information Technology (IT), or related field AND 5+ years technical support, technical consulting experience, or information technology experience OR equivalent experience.
• Ability to meet Microsoft, customer and / or government security screening requirements are required for this role.
• 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 requires verification of citizenship due to citizenship-based legal restrictions.
• Specifically, this position supports United States federal, state, and/or local government agency customers and is subject to certain citizenship-based restrictions where required or permitted by applicable law.
• To meet this legal requirement, and as a condition of employment, the successful candidate’s citizenship will be verified with a valid passport.

Nice To Haves

• Bachelor's Degree in Computer Science, Information Technology, or related field AND 12+ years of technical support, technical consulting experience, or information technology experience OR equivalent experience.
• Microsoft Technology Certifications
• Industry IT-Based Certifications (e.g. Comp-TIA, CCNA, ISC2)

Responsibilities

• Leads resolution strategy for team-wide high-impact or critical customer issues.
• Leads investigations that require complex technical reasoning utilizing AI-powered insights and diagnostics.
• Models all case handling standards with a continuous focus on speed and quality, including acting as a mentor.
• Engages engineering with well supported technical analysis and partners with them for resolution.
• Leads critical case resolution; supporting stakeholders with technical context.
• Leads complex investigations using validated AI-supported analysis.
• Establishes AI-safe workflows, while protecting data and privacy.
• Mentors others on AI-assisted troubleshooting, case quality, direction of the case, and learning opportunities.
• Engages engineering with AI-supported analysis and reproduction steps.
• Ensures that all customer interactions reflect a commitment to excellence in service and high levels of customer satisfaction.
• Acts as an advisor to customers and informs them of the status and solution to their issues, demonstrating Communicating Effectively, Accountability, Resourceful, Empathy, and Situational awareness (CARES) behaviors.
• Ensures engineering teams are engaged by providing technical analysis and findings to drive efficient incident resolution.
• Drives significant improvements to support processes, leveraging strong Customer Zero feedback loops, AI-enabled efficiencies, and quality feedback to the Product Group (PG).
• Helps influence product direction using aggregated insights.
• Reinforces recognition of cross-team trends and pattern-based improvements, collaborating with other teams to enhance overall effectiveness.
• Provides feedback and collaborates on feature enhancements and automation techniques to improve product serviceability.
• Integrates insights from case discussions and triage meetings to inform ongoing process enhancements.
• Uses business integration knowledge to influence strategy when engaging with customers, partners, and teams.
• Contributes to and influences product improvement and product roadmap.
• Shapes readiness strategy for discipline or region.
• Leads case triage meetings and discussions to share knowledge and develop effective customer solutions.
• Develops advanced knowledge content and supports upskilling.
• Utilizes AI and other insights to elevate team capability and support ongoing learning.
• Implements readiness programs through mentoring, content creation, and learning sessions, contributing significantly to the content and readiness strategy.
• Acts as a resource for other teams by providing specialized training and support on complex problem-solving techniques.
• Proactively identifies opportunities to strengthen security adherence.
• Actively addresses Security Management notifications and events.
• Reviews technical solutions for security impact and risk exposure.
• Strengthens Security by Design practices across the team to ensure all operations meet the highest security standards.
• Actively monitors and responds to security management notifications and events, keeping the team informed of potential security threats.
• Promotes Secure Future Initiative (SFI) behaviors by strengthening security awareness and proactive risk management across teams and partners.
• Applies secure troubleshooting practices.
• Ensures documentation meets compliance.
• Completes all required security, compliance and privacy trainings in accordance with standards.
• Adheres to security and privacy requirements.
• Adheres to SFI for secure handling of customer data and all engagements.
• Embody our culture and values

Benefits

• There is a different range applicable to specific work locations, within the San Francisco Bay area and New York City metropolitan area, and the base pay range for this role in those locations is USD $137,600 - $222,600 per year.
• Certain roles may be eligible for benefits and other compensation.
• Find additional benefits and pay information here: https://careers.microsoft.com/us/en/us-corporate-pay

What This Job Offers

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