Technical Support Engineer

Required Qualifications

Language Qualification 

English Language: fluent in reading, writing and speaking. 

• 2 to 5 years of experience in technical support, software development, or a related field. 

• Hands-on experience with Web APIs, RESTful services, and API authentication mechanisms (OAuth, JWT, etc.). 

• Proficiency in .NET development (C#) and ASP.NET, with experience in debugging and troubleshooting web applications. 

• Understanding of networking concepts, including HTTP, DNS, TLS/SSL, firewalls, and proxy servers. 

• Ability to analyse network traces and troubleshoot connectivity issues. 

• Strong problem-solving, analytical, and debugging skills with a customer-focused mindset. 

• Excellent verbal and written communication skills, with the ability to explain technical concepts to various audiences. 

Candidates must have strong customer service, accurate and logical problem solving, and communication skills, and the ability to work in a team environment. 

Must have technical skills: 

• NET Framework & ASP.NET – Hands-on experience with .NET applications, debugging, and development. 

• WebAPI & REST – Experience designing, consuming, and troubleshooting APIs. 

• IIS & Web Hosting – Experience with web application deployment and configurations. 

• Networking Fundamentals – Knowledge of HTTP, TCP/IP, SSL/TLS, firewalls, and proxies. 

• Visual Studio & Debugging Tools – Familiarity with debugging .NET applications. 

• Familiar with fundamentals of  Cloud Computing and Windows Azure Technologies  

• Familiar with Networking concepts and fundamentals 

Good to have technical skills:  

• Programming knowledge in Java, Node.js, Python, PHP, or Ruby. 

• Understanding of JavaScript Object Notation (JSON) and YAML. 

• Experience with API security best practices and authentication mechanisms. 

• Familiarity with containerized environments (Docker, Kubernetes) and API Gateways. 

• Ability to work with network traces (Wireshark, Fiddler, etc.). 

• Azure Services – Exposure to Azure services such as Application Gateway, APIM, App Services, and Virtual Networks. 

• The ability to read and analyse network traces 

Soft Skills 

• Customer-Centric Mindset – Passion for helping customers and providing high-quality support. 

• Strong Troubleshooting Skills – Ability to diagnose and resolve complex technical issues. 

• Collaboration & Teamwork – Ability to work effectively with global teams and escalate when needed. 

General Responsibilities of an SE: 

• Represent Microsoft and communicate with corporate customers via telephone, written correspondence, or electronic service regarding technically complex escalated problems identified in Microsoft software products, and manage relationships with those customers. Frequently, these problems will not only be technically complex, but will be politically charged situations requiring the highest level of customer skill. 

• Receive escalated, technically complex mission critical or politically hot customer issues, and maintain ownership of issue until resolved completely. 

• Be flexible to work in different shifts which would span across EMEA/India business hrs. 

• Use trace analysis, source code, and other sophisticated debugging tools to analyse problems and develop solutions to meet customer needs; may involve writing code. 

• Acquire & coordinate resources from other groups as needed to resolve customer issues. 

• Manage political issues by setting customer expectations, devising action plans, being available 24x7, and professionally communicating to all parties involved. 

• Share knowledge with other engineers and develop customer solutions efficiently. 

• Ability to report bugs and supportability concerns along with customer suggestions to the product teams. 

• Empower Support engineers to do their best to help the customers.