Technical Support Engineer (Data and AI Intelligent Platform)

With over 17,000 employees worldwide, the mission of the Customer Experience & Success (CE&S) organization is to empower customers to accelerate business value through differentiated customer experiences that leverage Microsoft’s products and services, ignited by our people and culture. Come join CE&S and help us build a future where customers achieve their business outcomes faster with technology that does more.

Join Microsoft Azure AI support team and unlock your potential in the AI world!

This team is a group of dedicated, technology-oriented, customer obsessed professionals focused on enabling our Microsoft mission by delighting our customers and exceeding their expectations in every interaction. As part of our team, you'll gain a technical advantage by working with the most popular and latest technologies in the field of Azure OpenAI, Azure AI Foundry, Azure Machine Learning and other Azure AI services. Our comprehensive product ecosystem enables you to understand and help Microsoft customers all around the world to generate significant value from data and Artificial Intelligence.

As the Technical Support Engineer, you will serve as frontline technical resources for Microsoft Intelligent Platform’s customers and partners via phone, email or web, with a target of outstanding customer experience. Your day to day job will be about being service oriented professional and an excellent communicator. As a trusted advisor, you will own and manage the customer experience from problem identification to full resolution. You will also collaborate with others to engage subject matter experts, Engineering (Product Groups) or Management.

This role is flexible in that you can work up to 50% from home.

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.

Roles and Responsibilities

• Ownership of the Customer Support Experience: Act as a technical focal point in cooperative relationships with Microsoft’s world-wise customers, providing timely, accurate, and effective solutions for their issues.
• Ownership of the Resolution for Customer’s issues: 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. Consult and collaborate with your peers or escalations around the world and with management and engineering to resolve customer’s issues.
• Customer Advocacy: Empower customers to find information, self-solve when they decide to, and learn more about Microsoft products, services and support.
• Product/process Improvement: Document the technical work, act as a bridge to our internal development organizations, advocating for product enhancements that can alleviate customer pain points and improve their overall experience with our products. Adopt to new support processes and feedback for improvement.
• Teamwork: Collaborate with global teams; Team-wide shift rotations to cover business needs, including morning shifts, weekend shifts and public holiday shifts if needed (still the service is 8 staffed hours a day, 5 days a week within each product’s shift requirement).