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 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.
The Technical Support Engineer is a technical leader who will have the opportunity to solve technically complex problems for some of the world’s largest companies, as well as smaller companies on the leading edge of their industry. As a trusted advisor to IT Professionals and Developers, you will have influence over a broad range of solutions that create business value for our customers. Your technical and relationship skills are critical to the success of the customer’s perception of value to the Microsoft solution.
As a Support Escalation Engineer, you will use advanced troubleshooting methods and tools to solve technically complex problems. These highly complex escalated problems require broad, in-depth product knowledge and may include support of additional product lines. You can also assist in the growth of other Engineers through mentoring, training scenarios and collaboration during problem solving. This will allow the freedom to broadly enable customer self-help by creating leveraged resources, automated self-help solutions, and sharing your expertise. We will provide you with abundant resources, including a rich content library, advanced diagnostic tools, and access to other Microsoft experts.
Key Responsibilities:
As a Technical Support Engineer you will represent Microsoft and communicate with corporate customers via telephone, written correspondence, or electronic service regarding escalated problems in Microsoft software products, and manage relationships with those customers.
It’s your chance to:
• Demonstrate strong interpersonal and communication skills, while working with diverse audiences including highly technical IT professionals, developers, architects, and executive management.
• Exhibit leadership through personal responsibility, accountability and teamwork.
• Act as a technical focal point in cooperative relationships with other companies.
• Manage crisis situations that may involve technically challenging issues and diverse audiences.
• Be responsive to customer needs which may sometimes require outside of normal business hours or on-call rotation.
• Use trace analysis, debug skills, source code, and other proprietary tools, to analyze problems and develop solutions to meet customer needs; this may involve writing code.
• Maintain strong working knowledge of released products.
• Lead triage meetings to share knowledge with other engineers and develop customer solutions efficiently.
Business Division Specific:
As a Technical Support Engineer for Office, you will have opportunities to work directly with the product team and a broad range of customer contacts from the customer''s Help Desk to their CTO, as well as to work alongside some of the world''s best troubleshooters in Microsoft technologies.
The technologies which Office utilizes and integrates with are constantly changing and becoming more complex. In order to meet these changes, our engineers will need to learn the technical stack of technologies and be adept at creative troubleshooting and problem solving. This role is full of opportunities for the right candidate to globally share back their passion for knowledge through coaching, mentoring, developing content (KB articles, white papers, training curriculum), and facilitating training to escalation peers and frontline engineers.
Additionally, you will have the opportunity to collaboratively work with the front-line Support Engineers to provide technical reviews and action plans for, or take ownership of, cases working their way through the escalation channel.
Success in this role requires a commitment to teamwork, collaboration, and demonstrated leadership skills.
US Citizenship is required to support restricted accounts.
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.