Technical Support Engineer

Microsoft•Irving, TX

About The Position

Within Microsoft’s Customer Service & Support organization, the Senior Technical Support Engineer owns, troubleshoots, and resolves complex customer technical issues. The role works across teams and technologies, engaging engineering teams with technical analysis and findings to drive efficient incident resolution. It also supports customer success through clear communication, high-quality case handling, and customer-focused service. The engineer contributes to product and process improvements by sharing customer feedback, recognizing cross-team trends, collaborating on feature enhancements and automation, and using AI-enabled tools and insights. The role develops readiness materials, mentors colleagues, provides specialized training, and supports ongoing knowledge sharing. It also promotes secure troubleshooting and Security by Design practices, reviews technical solutions for security risks, responds to security notifications, and follows security, compliance, privacy, and customer-data handling requirements.

Requirements

Bachelor’s degree in Computer Science, Information Technology, or a related field and 3+ years of technical support, technical consulting, or information technology experience, or equivalent experience.
Must be a U.S. citizen; citizenship will be verified with a valid passport.
Must 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

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 (WFC).
Experience using Windows Server management tools such as MMC, Server Manager, RSAT, Windows Admin Center, and Azure Arc.
Experience managing and troubleshooting Windows features using PowerShell, command-line tools, and remote utilities.
Experience reviewing event logs, Performance Monitor captures, network traces, and cluster logs.
Ability to identify network configuration and connectivity issues using network tracing and analysis for 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.
Engage engineering teams by providing technical analysis and findings to drive efficient incident resolution.
Model case-handling standards focused on speed and quality, and mentor other Technical Support Engineers.
Ensure customer interactions demonstrate excellent service and support high customer satisfaction.
Advise customers on the status and resolution of issues, demonstrating CARES behaviors: Communicating Effectively, Accountability, Resourceful, Empathy, and Situational awareness.
Mentor others on AI-assisted troubleshooting, case quality, case direction, and learning opportunities.
Influence process improvements across workgroups using Customer Zero feedback, AI-enabled efficiencies, and quality feedback to the Product Group.
Recognize cross-team trends and patterns and collaborate on improvements to overall effectiveness.
Provide feedback and collaborate on feature enhancements and automation techniques that improve product serviceability.
Use insights from case discussions and triage meetings to inform process enhancements.
Implement strategic business decisions with customers, partners, and teams to increase market share, and influence peers to implement strategy.
Develop and deliver advanced readiness materials and use AI and other insights to improve team capability and learning.
Implement readiness programs through mentoring, content creation, and learning sessions, and contribute to content and readiness strategy.
Provide other teams with specialized training and support on complex problem-solving techniques.
Review technical solutions for security impact and risk exposure, and strengthen Security by Design practices.
Monitor and respond to security management notifications and events, keeping the team informed of potential threats.
Promote Secure Future Initiative (SFI) behaviors, security awareness, and proactive risk management across teams and partners.
Apply secure troubleshooting practices and ensure documentation meets compliance requirements.
Complete required security, compliance, and privacy training and adhere to security and privacy requirements, including secure handling of customer data.