Technical Support Engineer

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.

The Support Engineer is responsible for support delivery, working with customers to resolve technical
customer issues on the Microsoft Azure Platform. In addition, the Support Engineer will focus on
determining technical support Pain areas that she/he would see while working with Customers and
Provide feedback and details to Technical Advisors and Internal teams.

The Support Engineer is a critical role in the implementation of Azure Platform support capabilities which
includes working with the PG and Azure Supportability PMs (Project Managers) to implement asks;
identify technology, and/or process readiness needs, and work with Training PMs and Tech Leads to
ensure support team readiness; and, develop relationships with and engage with technology-specific
depth queues for customer incident resolution when required.

Specific measurements include achieving the CPE (Customer and Partner Experience) team goals, time to
resolution or escalation, enabling a response time like competitors; maintaining technical skills through
completion of ongoing readiness and Platform training; and, in general participating in the creation of
future Microsoft support capabilities for the cloud.