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.

As a Microsoft Teams Technical Support Engineer, you will act as a technical advisor and escalation point for enterprise customers, resolving issues collaboratively and providing proactive support. You’ll manage customer experiences via phone and web, contribute to product improvements, create self-help resources, and coordinate with other experts as needed. The role combines technical problem-solving with strong communication skills, offering opportunities for specialization and mentorship.

We are seeking engineers who excel in high-pressure environments and demonstrate strong problem-solving skills. The ideal candidates will approach challenging situations with composure and a commitment to continuous learning. On a daily basis, you will be responsible for making informed decisions about your caseload, setting priorities, optimizing effectiveness, allocating time to familiarize yourself with our latest products and technologies, and advancing your professional development.

If you love technology and believe that your abilities can be developed through effort and persistence, and it makes your day when a customer or peer thank you for your help, this may be the career opportunity for you.

How your day looks like as a Technical Support Engineer - Key responsibilities:
• Demonstrate readiness to assume responsibility for new cases and escalations as they arise.
• Define customer issues and support boundaries by gathering all pertinent information.
• Conduct thorough investigations using independent research, diagnostics, AI-powered troubleshooting tools, scenario-based guides, collaboration with Subject Matter Experts, and coordination with other support teams and Product Groups when necessary.
• Collaborate effectively with peers globally, transferring cases as needed to ensure seamless support.
• Escalate matters to management appropriately, serving as an internal advocate for the customer and ensuring timely updates.
• Adhere to Service Level Agreements (SLAs), consistently striving for the highest levels of customer satisfaction through accurate expectation setting and fulfillment of commitments.
• Document technical research and solutions comprehensively and accurately.
• Proactively monitor customer satisfaction, addressing potential concerns before they escalate into issues.
• Participate in or facilitate ramp-up activities, knowledge sharing, technical coaching, and mentoring programs.
• Lead or contribute to the development of peer communities, catering to specific workloads or areas of expertise.

What are we looking for?
Growth mindset, genuine desire and motivation to learn and develop yourself. You embrace challenges and persist in the face of setbacks, viewing failures as valuable opportunities for development. Your passion for learning drives you to actively seek knowledge and continually expand your expertise.
Passion to serve customers, in fact, you are obsessed with them – you have a genuine desire to help even under the most challenging circumstances.
Ability to handle high pressure situations well – you maintain calm and composure on stressful situations.
Strong communication, teamwork, problem-solving abilities, and adaptability to fast-paced, uncertain environments.

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.