Senior Technical Support Engineer
@ Microsoft

San José, San Jose, Costa Rica
$130,000
On Site
Full Time
Posted 24 hours ago

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Job Details

Overview

Microsoft's Customer Experience and Success (CE&S) organization is on a mission to empower customers through differentiated experiences using Microsoft products and services. As a Senior Technical Support Engineer within the Customer Service & Support (CSS) team, you will own, troubleshoot, and resolve complex customer technical issues using Microsoft’s AI technology and a deep knowledge of cloud and Windows solutions.

Responsibilities

Response and Resolution: Act as an advisor on escalated cases, create technical articles and knowledge base entries, and resolve complex product issues. You will work with multiple teams including support engineering, development, and product groups.

Readiness: Lead mentoring, triages, brown bag sessions and contribute to readiness programs and technical content creation.

Product/Process Improvement: Develop automation techniques and diagnostic tools, provide feedback for product improvements, and participate in case triage meetings to enhance support efficiency.

Business Integration: Implement strategic decisions and influence peers to increase market share while embodying Microsoft’s core values of respect, integrity, and accountability.

Qualifications

  • Bachelor's Degree in Computer Science, IT, or related field with 3+ years experience OR 5+ years equivalent experience.
  • Fluency in English.
  • Experience with Azure Cloud technologies, Windows Server/Client technologies, and troubleshooting complex scenarios.
  • Availability to work weekends and mixed schedules.
  • Ability to meet Microsoft and government security screening requirements.

Additional Qualifications

Experience communicating complex scenarios to diverse audiences, handling escalated technical issues, and possessing knowledge in Windows Internals, network trace analysis and Microsoft Cloud Certifications.

Key skills/competency

  • Troubleshooting
  • Customer Support
  • Azure
  • Windows
  • Technical Consulting
  • Escalation Management
  • Mentoring
  • Cloud Technologies
  • Knowledge Base
  • Automation
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How to Get Hired at Microsoft

🎯 Tips for Getting Hired

  • Research Microsoft culture: Learn company values and recent initiatives.
  • Customize your resume: Highlight Azure, Windows, and support skills.
  • Prepare for technical interviews: Brush up on troubleshooting and cloud technologies.
  • Practice behavioral questions: Emphasize mentoring and cross-team collaboration.

📝 Interview Preparation Advice

Technical Preparation

Review Azure cloud basics.
Practice Windows server troubleshooting.
Study event logs and performance traces.
Brush up on network trace analysis.

Behavioral Questions

Describe challenging customer interactions.
Explain teamwork in troubleshooting.
Discuss mentoring experiences.
Showcase managing escalated issues.

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