As a Technical Support Engineer within the Customer Service & Support (CSS) team, you will play a pivotal role in resolving complex technical issues for Microsoft's commercial customers. This role offers the opportunity to accelerate your career growth by enhancing problem-solving skills, collaborating with cross-functional teams, and deepening your technical proficiency. The position is fully remote, allowing flexibility in work arrangements.
Response and Resolution
- Investigate and resolve complex customer technical issues, acting as an advisor and collaborator across teams.
- Utilize troubleshooting tools and practices to provide timely and effective solutions to customers.
Readiness
- Lead in building communities with peer delivery roles and share knowledge through readiness programs, technical coaching, and mentoring.
- Continuously enhance technical and professional proficiency through training and readiness initiatives.
- Engage with Microsoft Engineering/Supportability teams to investigate potential product defects and contribute to product improvements.
- Develop automation techniques and diagnostic tools to enhance support processes and drive customer success.
Qualifications
Roles and Responsibilities
- Serve as the final point of escalation for advanced technical support, addressing highly complex product issues and network/system challenges.
- Provide advanced technical support to diverse audiences, including IT professionals, developers, architects, and executive management.
- Champion customer support experience through collaboration, troubleshooting best practices, and transparency within and across teams.
Experience and Skills
- Minimum 3 years experience in a customer-facing or customer support role, with strong troubleshooting skills in the Azure platform or other cloud service providers.
- Proficiency in articulating technical recommendations to both leadership and technical audiences.
- Ability to navigate complex, strategic, high-profile customer events and requirements.
Additional Requirements
- Ability to meet Microsoft, customer, and/or government security screening requirements.
- This position may require passing the Microsoft Cloud Background Check upon hire/transfer and periodically thereafter.
About Microsoft
Microsoft is committed to diversity, inclusion, and creating a culture of respect and accountability. We value individuals from all backgrounds and provide equal employment opportunities to all qualified applicants.
Join Microsoft and be part of a team that empowers individuals and organizations to achieve more through innovative technology solutions and exceptional customer support.