Technical Support Engineering

Microsoft•Redmond, WA

4d•$70,500 - $153,200

About The Position

The Customer Experience and Success (CE&S) organization, with over 45,000 employees and partners globally, aims to empower customers to accelerate business value through differentiated customer experiences leveraging Microsoft's products and services, driven by our people and culture. CE&S fosters cross-company alignment and execution to consistently exceed customer expectations in every interaction across in-product, digital, and human-centered channels. CE&S oversees all services, including consulting, customer success, and support for Microsoft's solutions and products, and is focused on accelerating AI transformation for customers worldwide. Within CE&S, the Customer Service & Support (CSS) organization builds trust and confidence by delivering a seamless support experience. CSS utilizes Microsoft's AI technology to assist consumers, businesses, and partners in quickly and securely resolving issues, preventing future problems, and maximizing their Microsoft investments. As an Exchange Online Engineer (SE), you will act as a technical expert supporting Microsoft’s Enterprise cloud-based Exchange platform. Your responsibilities will include diagnosing and resolving complex technical issues, collaborating with engineering teams, and ensuring a seamless support experience for enterprise customers. This role requires deep technical knowledge, strong communication skills, and a commitment to customer success. The CSS team is seeking individuals passionate about customer success. As a Technical Support Engineer, you will be responsible for owning, troubleshooting, and resolving customer technical issues. This role offers an opportunity to accelerate career growth, enhance problem-solving, collaboration, and research skills, and develop technical proficiency. Microsoft's mission is to empower every person and organization on the planet to achieve more. As employees, we unite with a growth mindset, innovate to empower others, and collaborate to achieve our shared goals. Daily, we build upon our values of respect, integrity, and accountability to cultivate an inclusive culture where everyone can thrive both professionally and personally.

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 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.
Strong understanding of Exchange Online architecture, PowerShell scripting, and mail flow diagnostics.
Experience with hybrid Exchange deployments and migrations.
Familiarity with Microsoft 365 security and compliance features (e.g., DLP, Purview, Defender for Office).
Excellent troubleshooting, communication, and customer service skills
Microsoft certifications such as MS-900, and AI-900.
Experience with Azure AD, Entra ID, and authentication protocols (OAuth, SAML).
Familiarity with tools like Fiddler, Message Trace, and EXO PowerShell modules.
3+ years of experience supporting Microsoft Exchange (2019 OR Online).
Customer-first attitude with a focus on delivering high-quality support.

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