Technical Support Engineering

Microsoft•Seattle, WA

4d•$70,500 - $153,200

About The Position

The Customer Experience and Success (CE&S) organization at Microsoft is focused on empowering customers to achieve business value through differentiated customer experiences. This organization drives cross-company alignment to exceed customer expectations in all interactions. CE&S is responsible for all services, including consulting, customer success, and support across Microsoft's product portfolio. The role of a Microsoft Teams Technical Support Engineer involves resolving complex technical issues through thorough analysis, collaborative problem-solving, and proactive support. Responsibilities include managing customer interactions via phone and web, contributing to product improvements, creating self-help resources, and coordinating with other experts. The role requires strong technical problem-solving and communication skills, with opportunities for specialization and mentorship. Microsoft seeks engineers who excel in high-pressure environments, possess strong problem-solving skills, and approach challenges with composure and a commitment to continuous learning. Daily tasks involve making informed decisions about caseloads, setting priorities, optimizing effectiveness, dedicating time to learning new products and technologies, and advancing professional development. The ideal candidate loves technology, believes in developing abilities through effort and persistence, and finds satisfaction in helping customers and peers.

Requirements

Bachelor's Degree in Computer Science, Information Technology (IT), or related field AND 1+ year(s) of technical support, technical consulting experience, or information technology experience OR equivalent experience.
Ability to meet Microsoft, customer and / or government security screening requirements.
Microsoft Cloud Background Check: This position will be required to pass the Microsoft Cloud Background Check upon hire / transfer and every two years thereafter.
Verification of citizenship due to citizenship-based legal restrictions.
Successful candidate’s citizenship will be verified with a valid passport.

Nice To Haves

Microsoft certifications (MS-700, AZ-104, or similar)
Experience with enterprise Teams Phone/hybrid deployments
Understanding of compliance and privacy in support
Familiarity with support automation and AI diagnostics
Knowledge of networking, web tech, authentication, and scripting
Troubleshooting on Windows, MacOS, Android, iOS
Skilled in analyzing server logs, network traces, Fiddler, or HAR logs
Fluency in French, Brazilian Portuguese, Spanish is a plus

Responsibilities

Resolves complex technical issues and scenarios through performing thorough analysis.
Leads investigations, using analytics tools and AI-supported deep diagnostics to validate findings.
Models all case handling standards with a continuous focus on speed and quality.
Handles complex customer scenarios through collaboration.
Identifies potential defects or complex issues and escalates them to senior engineers for resolution.
Proactively engages customers to understand and resolve their issue, 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.
Mentors others on AI-assisted troubleshooting and case quality.
Drives improvements in case quality, consistency, and troubleshooting practices.
Partners across teams to address issue trends.
Identifies recurring issues with help from pattern detection tools.
Proposes process improvement ideas informed by available tools.
Stays up to date on readiness content, including AI supported learning modules.
Improves documentation quality with tool-based suggestions.
Uses approved knowledge sources.
Creates readiness content and shares knowledge with peers.
Uses AI and other tools to improve technical knowledge.
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 Secure Future Initiative (SFI) for secure handling of customer data and all engagements.
Embody our culture and values.