Technical Support Engineer

Microsoft•Fargo, ND

17h•$70,500 - $153,200

About The Position

The Technical Support Engineer is part of Microsoft’s Customer Service & Support organization within Customer Experience and Success. The role owns, troubleshoots, and resolves customers’ technical issues, using analysis, analytics tools, and AI-supported diagnostics. It focuses on delivering a high-quality support experience, collaborating with customers and engineering teams, improving support practices, sharing knowledge, and securely handling customer information.

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 equivalent experience.
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.
Citizenship verification with a valid passport is required because the role supports U.S. government agency customers and is subject to citizenship-based legal restrictions.

Nice To Haves

Bachelor’s degree in Computer Science, Information Technology, or a related field and at least 5 years of technical support, technical consulting, or information technology experience, or equivalent experience.
Microsoft Technology Certifications.
Industry IT-based certifications, such as CompTIA, CCNA, or ISC2.
Experience building, configuring, or supporting AI agents.
Experience with one or more of Dataverse, Azure, Dynamics 365, Power Platform connectors, Microsoft SQL Server, or SharePoint Online.
Experience diagnosing network, connectivity, or performance issues involving SSAS or comparable data and analytics technologies.

Responsibilities

Resolve complex technical issues through thorough analysis and investigations, using analytics tools and AI-supported diagnostics to validate findings.
Follow case-handling standards with a focus on speed and quality, and collaborate to manage complex customer scenarios.
Identify potential defects and complex issues and escalate them to senior engineers.
Engage customers proactively to understand and resolve their issues, demonstrating CARES behaviors: Communicating Effectively, Accountability, Resourceful, Empathy, and Situational awareness.
Provide engineering teams with technical analysis and findings to support efficient incident resolution.
Mentor others on AI-assisted troubleshooting and case quality.
Improve case quality, consistency, and troubleshooting practices; collaborate across teams to address issue trends.
Use pattern detection tools to identify recurring issues and propose process improvements.
Stay current on readiness content, including AI-supported learning modules; improve documentation using tool-based suggestions and use approved knowledge sources.
Create readiness content, share knowledge with peers, and use AI and other tools to improve technical knowledge.
Apply secure troubleshooting practices, ensure documentation meets compliance requirements, complete required security, compliance, and privacy training, and adhere to security and privacy requirements, including the Secure Future Initiative (SFI).