Technical Support Engineering IC3

Microsoft•Charlotte, NC

About The Position

The Cloud Solution Provider (CSP) Support Engineering team serves as the highest level of technical support for Microsoft's partner ecosystem, resolving complex commerce, licensing, provisioning, identity, and Partner Center issues. The team partners with support, engineering, operations, and business stakeholders to remove blockers, improve supportability, and ensure partners can successfully transact, manage, and grow their Microsoft cloud businesses. The Cloud Solution Provider (CSP) Support Escalation Engineer owns the resolution of Microsoft's most complex partner support escalations. By combining deep technical expertise, partner advocacy, and cross-functional leadership, this role drives timely issue resolution, improves supportability, and helps partners successfully transact, manage, and grow their Microsoft cloud business. Microsoft’s mission is to empower every person and every organization on the planet to achieve more. As employees we come together with a growth mindset, innovate to empower others and collaborate to realize our shared goals. Each day we build on our values of respect, integrity, and accountability to create a culture of inclusion where everyone can thrive at work and beyond.

Requirements

Bachelor's Degree in Computer Science, Information Technology (IT), or related field AND 3+ years of technical support, technical consulting experience, or information technology experience OR 3+ years 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. These requirements include, but are not limited to the following specialized security screenings: Microsoft Cloud Background Check: This position will be required to pass the Microsoft Cloud Background Check upon hire / transfer and every two years thereafter.
Experience managing complex technical escalations across multiple stakeholders, teams, and technologies.
Troubleshooting and root cause analysis skills in complex cloud, commerce, identity, or enterprise environments.
Ability to influence stakeholders and drive resolution across engineering, operations, support, and business organizations without direct authority.
Professional communication skills with the ability to translate technical issues, risk, and business impact to both technical and non-technical audiences.

Nice To Haves

Experience supporting Cloud Solution Provider (CSP), Partner Center, Microsoft Commerce, or similar cloud services platforms.
Experience supporting licensing, subscriptions, billing, provisioning, identity, or access management technologies.
Experience leading critical customer or partner escalations involving significant business impact.
Experience driving serviceability, operational excellence, process improvements, or supportability initiatives.

Responsibilities

Own, investigate, and solve complex customer technical issues and act as an advisor to the customer, collaborating within and across teams, leveraging troubleshooting tools and practices.
Lead in building communities with peer delivery roles and share knowledge through readiness programs, technical coaching and mentoring of others.
Deepen technical and professional proficiency to enable resolution of complex customer issues, through training and readiness.
Engage with Microsoft Engineering/ Supportability teams to investigate potential product defects and help develop automation techniques and diagnostic tools, driving Microsoft product improvements.