Technical Support Engineering IC4

Microsoft • Redmond, WA

1d

About The Position

With more than 45,000 employees and partners worldwide, the Customer Experience and Success (CE&S) organization is on a mission to empower customers to accelerate business value through differentiated customer experiences that leverage Microsoft’s products and services, ignited by our people and culture. We drive cross-company alignment and execution, ensuring that we consistently exceed customers’ expectations in every interaction, whether in-product, digital, or human-centered. CE&S is responsible for all up services across the company, including consulting, customer success, and support across Microsoft’s portfolio of solutions and products. Join CE&S and help us accelerate AI transformation for our customers and the world.
Within CE&S, the Customer Service & Support (CSS) organization builds trust and confidence for every person and organization through delivering a seamless support experience. In CSS, we are powered by Microsoft’s AI technology to help consumers, businesses, partners, and more, resolve their issues quickly and securely, helping prevent future problems from occurring and achieving more from their Microsoft investment.

In the Customer Service & Support (CSS) team we are looking for people with a passion for delivering customer success. As a Senior Technical Support Engineer, you will own, troubleshoot, and solve complex customer technical issues. This opportunity will allow you to accelerate your career growth, hone your problem-solving, collaboration and research skills, and deepen your technical proficiency.
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 a related field AND 3+ years of technical support, technical consulting, or information technology experience OR 5+ years of technical support, technical consulting, or information technology experience OR Equivalent experience
• Work Schedule & Availability Requirements
• Availability during core business hours: 8:00 AM – 5:00 PM Pacific Time
• Willingness to participate in a 24x7x365 on‑call rotation
• Willingness to participate in a weekend shift rotation
• Technical Skills & Knowledge
• Knowledge of Microsoft Purview Security & Compliance or equivalent technologies
• Basic understanding of networking protocols and endpoint behavior
• Familiarity with network traces or browser developer tools to analyze HTTP traffic
• Understanding of regular expressions (REGEX)
• Security, Compliance & Citizenship Requirements
• Ability to meet Microsoft, customer, and/or government security screening requirements is required for this role.
• These requirements include, but are not limited to, completion of the Microsoft Cloud Background Check upon hire or transfer and every two years thereafter.
• Citizenship & Citizenship Verification: This position requires verification of citizenship due to citizenship‑based legal restrictions. Specifically, this role supports United States federal, state, and/or local government agency customers and is subject to certain citizenship‑based restrictions where required or permitted by applicable law. As a condition of employment, the successful candidate’s citizenship will be verified using a valid passport.

Responsibilities

• Response and Resolution: You 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
• Readiness: You lead in building communities with peer delivery roles and share your knowledge through readiness programs, technical coaching and mentoring of others. You deepen your technical and professional proficiency to enable you to resolve complex customer issues, through training and readiness.
• Product/Process Improvement: You engage with Microsoft Engineering/ Supportability teams to investigate potential product defects and help develop automation techniques and diagnostic tools, driving Microsoft product improvements.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level