Technical Support Engineer

1 Month ago • 7 Years + • Administrative • DevOps

Job Summary

Job Description

As a Senior Technical Support Engineer at Microsoft, you'll own, troubleshoot, and solve complex customer technical issues. You'll collaborate with teams, identify escalation needs, and contribute to case deflection initiatives. Responsibilities include creating and maintaining incident management requests, providing technical coaching and mentoring, and driving collaboration across teams. The role involves working with technologies like Azure, Active Directory, and O365. This hybrid role allows for up to 50% remote work. The position requires strong troubleshooting, problem-solving, and communication skills, along with experience in supporting large enterprise environments.
Must have:
  • 7+ years product/technical support experience
  • Azure technical support experience
  • Experience with Active Directory, Azure AD, O365 Identity
  • Experience supporting large enterprise environments
  • Strong troubleshooting and problem-solving skills
  • Excellent customer service skills
Good to have:
  • Windows System Administration
  • PowerShell scripting
  • Azure 533 certification
  • Knowledge of PKI and Authentication protocols
  • Experience with ADFS
  • Cisco, Unix, Security certifications

Job Details

Overview

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.

 

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 Senior 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.


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.

 

Qualifications

Job Title: Support Engineer 

Overview:  

Microsoft is on a mission to empower every person and every organization on the planet to achieve more. Our culture is centered on embracing a growth mindset, a theme of inspiring excellence, and encouraging teams and leaders to bring their best each day. In doing so, we create life-changing innovations that impact billions of lives around the world. You can help us to achieve our mission. 

 

With over 15,000 employees worldwide, the Microsoft Customer Experience and Success (CEnS) organization is responsible for the strategy, design, and implementation of the Microsoft end-to-end customer experience. This newly expanded organization reflects the Microsoft ambition to be known as a customer experience company, ensuring our Microsoft mission to empower every person and every organization on the planet to achieve more is enabled by delighting customers and consistently exceeding their expectations in every interaction through a connected customer experience. 

 

Microsoft has a tremendous opportunity to exceed customer expectations and drive greater customer loyalty and trust, which leads to greater satisfaction, retention, and growth. The CEnS organization is looking for people with a passion for delivering customer success to help us build a future where customers come to us, not only because we provide industry-leading products and services, and also because we provide a differentiated and connected customer experience that is rooted in our commitment to delivering on customer outcomes. 

 

Support Engineers (SE) serve as frontline technical resources for Microsoft customers and partners via phone, email or web. They deliver unique value by collaboratively and reactively solving customer problems, providing proactive support advice, contributing to product quality and enhancements and creating self-help assets to broadly reach more customers. You will be part of a team responsible for providing an outstanding technical support experience to our business customers. From problem identification to full resolution, you will own and manage the customer experience over the phone and Web. When needed, you will collaborate with others to engage subject matter experts, Engineering (Product Groups) or Management. Your day to day job will be about providing both technical expertise (either on your own or by involving your colleagues) and about being an excellent communicator and a service oriented professional. You will be given the opportunity to become a subject matter expert in one or more areas and receive guidance and mentorship from your colleagues. 

 

 

Job qualifications:  

Language Qualification 
English Language: fluent in reading, writing and speaking. 

Required 
7+ years prior product/technical support customer facing experience. 
• Technical experience and knowledge working in Azure technical support or equivalent technology. 
• Technical skills and hands on experience in 2 or more of the following areas: Active Directory, Azure AD/Entra ID, ADFS, SSO configuration, Azure Identity protection, Identity Management, O365 Identity, Azure MFA. 
• Experience supporting large and complex geographically distributed enterprise environments with 1000+ users 

Experience in one or more of these areas desirable 
• Windows System Administration, Certificates, PKI, DNS, Networking, Virtualization, PowerShell scripting. 
• OS Internals concepts, load balancing, geo-redundancy, CDN and VPN technologies. 

  • Strong Experience in Active Directory Services (including ADS, Group Policies, FSMO Roles, DNS Zones, Replications etc.)
    •Exposure to cloud technologies like Azure (Identity management) and ADFS.
    •Azure / Azure Active Directory hands on and troubleshooting experience. 
    •Azure 533 certification preferred. 
    •AADConnect, O365 and Exchange Online technologies knowledge preferred. 
    •Knowledge of PKI and Authentication protocols. 
    •Experience and understanding of ADFS. 
    •Comfortable with PowerShell scripting and commands. 
    •3+ years of experience in administering Microsoft® Windows 2008 and Windows 2012 Servers. 
    •Good English Communication Skills - Spoken and Written (including technical writing) 
    •Strong Trouble Shooting and problem solving skills 
    •Excellent customer Service skills and effective learning skills Critical Exposure areas & Technical Specifications: 
    •Trouble shooting and problem solving skills. 
    •Good Active Directory foundation and fundamentals. 
    •Troubleshooting complex scenarios within Active Directory \ Windows Networking, Replication, DFSR, Group Policy management and Public Key Infrastructure (PKI) \ Certificate Services. 
    •Additional Technology Certifications – Cisco, Unix, Security etc. (Good-to-have) 

 

Ability to meet Microsoft, customer and / or government security screening requirements are required for this role. These requirements include, but are not limited to the following specialized security screenings: Microsoft Cloud Background Check: This position will be required to pass the Microsoft Cloud Background Check upon hire / transfer and every two years thereafter. 

 

 

 

 

Responsibilities

Job responsibilities:  


• Responsible for the customer support experience with Microsoft 
• Own, troubleshoot and solve customer technical issues, using collaboration, troubleshooting best practices and transparency within and across teams (e.g. swarming) 
• Identify cases that require escalation (either technically or strategically) 
• Create and maintain incident management requests to product group or engineering group 
• Contribute to case deflection initiatives, automation and other digital self-help assets to improve customer and engineer experience 
• Provide ramp activities, knowledge sharing, technical coaching and mentoring 
• Drive technical collaboration and engagement outside of CSS (Product Engineering teams, Services, Support, Regions) 
• Lead or participate in building communities with peer delivery roles; may be workload or specialty specific 

Similar Jobs

ByteDance - Senior Software Engineer - Spatial Web

ByteDance

San Jose, California, United States (On-Site)
6 Months ago
Google - Partner Engineer, YouTube Ancillary Rights

Google

Madrid, Community Of Madrid, Spain (On-Site)
1 Month ago
Dream Sports - Software Development Engineer 1 - Frontend

Dream Sports

Mumbai, Maharashtra, India (On-Site)
3 Months ago
Microsoft - Technical Support Engineer - Windows Performance

Microsoft

(Remote)
1 Month ago
N-iX - Middle .NET Fullstack Engineer

N-iX

Colombia (Remote)
2 Months ago
Nagarro - Cloud Pricing Architect

Nagarro

Germany (Remote)
3 Months ago
Next Level Business Services - Senior Developer

Next Level Business Services

Bethpage, New York, United States (On-Site)
7 Months ago
Next Level Business Services - DB2 DBA

Next Level Business Services

Columbus, Ohio, United States (On-Site)
7 Months ago
Axinous - Staff BSA - ServiceNow

Axinous

California, United States (Remote)
2 Months ago
Scientific Games  - Security Officer

Scientific Games

Alpharetta, Georgia, United States (On-Site)
1 Month ago

Get notifed when new similar jobs are uploaded

Similar Skill Jobs

Google - Engineering Manager, Customer Capacity Experience

Google

Bengaluru, Karnataka, India (On-Site)
1 Month ago
SmileGate - Group IT System Development and Operation

SmileGate

Seongnam-si, Gyeonggi-do, South Korea (On-Site)
4 Months ago
Netflix - Full-Stack Software Engineer (L4/5)

Netflix

Warsaw, Masovian Voivodeship, Poland (On-Site)
1 Month ago
The Walt Disney Company - Senior Software Engineer, Front-End

The Walt Disney Company

New York, New York, United States (On-Site)
1 Month ago
 Vizrt - UX Engineer

Vizrt

Lisbon, Lisbon, Portugal (Remote)
2 Months ago
Rackspace Technology - Sr Service Now Developer III-IN (R-20074)

Rackspace Technology

India (Remote)
7 Months ago
PwC - Consultor Salesforce

PwC

Santa Cruz De Tenerife, Canary Islands, Spain (On-Site)
7 Months ago
Google - Software Engineer, Cloud Console Platform, Full Stack

Google

New York, New York, United States (On-Site)
1 Month ago
Google - Senior Software Engineer, Full Stack

Google

(On-Site)
6 Months ago

Get notifed when new similar jobs are uploaded

Jobs in undefined

Looks like we're out of matches

Set up an alert and we'll send you similar jobs the moment they appear!

Administrative Jobs

Google - Administrative Business Partner, Cloud Go-to-Market Strategy and Operations

Google

Warsaw, Masovian Voivodeship, Poland (On-Site)
1 Month ago
Evolution - IT Support Engineer

Evolution

Madrid, Community Of Madrid, Spain (On-Site)
1 Month ago
Nintendo - Technical Support Specialist (m/f/d)

Nintendo

Frankfurt, Hessen, Germany (On-Site)
5 Months ago
The Walt Disney Company - Security Host/Hostess

The Walt Disney Company

Kapolei, Hawaii, United States (On-Site)
1 Month ago
Social Discovery Group - Payroll Accountant

Social Discovery Group

Georgia (Remote)
6 Months ago
Activision - Payroll Specialist

Activision

Barcelona, Catalonia, Spain (On-Site)
1 Month ago
The Walt Disney Company - Senior Systems Administrator

The Walt Disney Company

Charlotte, North Carolina, United States (On-Site)
1 Month ago
Tesla - Field Service Technician, Industrial Storage - Supercharging

Tesla

Katowice, Silesian Voivodeship, Poland (On-Site)
3 Months ago
N-iX - Middle Atlassian Engineer

N-iX

(Remote)
1 Month ago
Techland - IT Administrator

Techland

Warsaw, Masovian Voivodeship, Poland (On-Site)
2 Months ago

Get notifed when new similar jobs are uploaded

About The Company

Microsoft is a tech giant that develops, licenses, and supports a range of software products, services, and devices.

Vancouver, British Columbia, Canada (On-Site)

Mountain View, California, United States (Hybrid)

Shenzhen, Guangdong Province, China (On-Site)

Noida, Uttar Pradesh, India (On-Site)

Sydney, New South Wales, Australia (Remote)

Redmond, Washington, United States (On-Site)

Paris, Île-de-France, France (On-Site)

View All Jobs

Get notified when new jobs are added by Microsoft

Level Up Your Career in Game Development!

Transform Your Passion into Profession with Our Comprehensive Courses for Aspiring Game Developers.

Job Common Plug