Technical Support Engineer

Microsoft•Redmond, WA

2d•$86,100 - $187,400

About The Position

Within Microsoft’s Customer Service & Support organization, the Technical Support Engineer owns, troubleshoots, and resolves complex customer technical issues. The role supports customers, partners, and government agencies, aiming to provide a seamless, secure support experience and help customers realize more value from Microsoft products. The engineer collaborates across teams and with engineering, applies AI-assisted troubleshooting, and contributes to customer satisfaction, service quality, and continuous improvement. The description identifies the role as Technical Support Engineering IC4 and also describes the position as a Senior Technical Support Engineer.

Requirements

Bachelor’s degree in Computer Science, Information Technology, or a related field and at least 3 years of technical support, technical consulting, or information technology experience, or equivalent experience.
U.S. citizenship, verified via a valid passport, is required because of citizenship-based legal restrictions related to supporting U.S. government agency customers.
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.

Nice To Haves

At least 5 years of technical support, technical consulting, or information technology experience.
Experience with storage performance and reliability tracing and troubleshooting, including Storport, iSCSI, and MPIO.
Experience configuring and troubleshooting backups using VSS and Windows Server Backup.
Experience managing Hyper-V and virtual machine deployment, management, and troubleshooting.
Experience creating, managing, and troubleshooting Windows Failover Clustering.
Experience using Windows Server management tools such as MMC, Server Manager, RSAT, Windows Admin Center, and Azure Arc.
Experience managing and troubleshooting Windows features and functionality with PowerShell, command-line tools, and remote utilities.
Experience reviewing event logs, Performance Monitor captures, network traces, and cluster logs.
Experience identifying network configuration and connectivity issues through tracing and analysis of technologies and protocols such as TCP/IP, SMB, UDP, and RDMA.
Experience isolating performance issues using Performance Monitor counters, Windows Performance Recorder, and other tools and techniques.

Responsibilities

Lead cross-team collaboration to resolve highly complex, cross-technology customer scenarios, providing technical analysis and findings to engineering teams.
Follow case-handling standards with a focus on speed and quality, and mentor other Technical Support Engineers.
Keep customers informed about issue status and solutions, using the stated CARES behaviors and maintaining high customer satisfaction.
Mentor colleagues on AI-assisted troubleshooting, case quality, case direction, and learning opportunities.
Influence process improvements across workgroups using customer feedback, AI-enabled efficiencies, quality feedback, cross-team trends, and patterns.
Collaborate on product feature enhancements and automation techniques that improve serviceability, and use case discussions and triage insights to inform process improvements.
Implement strategic business decisions with customers, partners, and teams, and influence peers to implement strategy.
Develop and deliver advanced readiness materials, training, content, mentoring, and learning sessions, using AI and other insights to strengthen team capability.
Provide specialized training and support to other teams on complex problem-solving techniques.
Review technical solutions for security impact and risk exposure, promote Security by Design and Secure Future Initiative practices, and monitor and communicate security notifications and events.
Apply secure troubleshooting practices, ensure documentation meets compliance requirements, complete required security, compliance, and privacy training, and adhere to security and privacy requirements when handling customer data.
Embody Microsoft’s culture and values.