Technical Support Engineer - Entra ID

Overview of the Role: Technical Support Engineer - Entra ID

The Customer Experience and Success (CE&S) organization at Microsoft empowers customers to accelerate business value through differentiated experiences. Within CE&S, the Customer Service & Support (CSS) team builds trust and confidence by delivering seamless support, powered by Microsoft’s AI technology.

As a Technical Support Engineer - Entra ID in the CSS team, you will be crucial in delivering customer success by owning, troubleshooting, and solving complex technical issues related to Microsoft's identity solutions. This role offers an excellent opportunity to accelerate your career growth, refine problem-solving skills, and deepen your technical proficiency.

Microsoft's mission is to empower every person and every organization to achieve more, fostering a culture of respect, integrity, and accountability.

Key Responsibilities

• Response and Resolution: You will independently investigate and resolve customer technical issues, collaborating across teams and utilizing advanced troubleshooting tools and practices.
• Readiness: You will actively participate in and lead community building with peer delivery roles, sharing knowledge and continuously developing your technical and professional skills through training and readiness initiatives.
• Product/Process Improvement: You will identify and escalate potential product defects appropriately, contributing directly to the continuous improvement of Microsoft's products and internal processes.

Required Qualifications

• Previous working experience in technical support, technical consulting, or information technology services.
• Demonstrated customer-facing technical support experience.
• Proficiency in Windows Server, Windows Client, Active Directory, and/or Azure Active Directory Administration, ADFS, SSO configuration, Azure Identity Protection, Identity Management, O365 Identity, and Azure MFA.
• Experience supporting large, complex, and geographically distributed enterprise environments with over 1000 users.
• Strong problem-solving and debugging capabilities, including for code-level issues.
• Practical development experience in at least one major language (e.g., C#, Python, Node.js, Java).
• Familiarity with Microsoft Graph API usage, patterns, and troubleshooting.
• A solid understanding of authentication and authorization protocols.
• Excellent written and verbal communication skills.
• A customer-first mindset with the ability to simplify complex identity concepts.

Desirable Experience

• Windows System Administration, Certificates, PKI, DNS, Networking, Virtualization, and PowerShell scripting.
• Knowledge of OS Internals concepts, load balancing, geo-redundancy, CDN, and VPN technologies.

Language and Security Requirements

Fluent English language skills (reading, writing, and speaking) are required. This position also requires the ability to meet Microsoft, customer, and/or government security screening requirements, including passing the Microsoft Cloud Background Check upon hire/transfer and every two years thereafter.

Key skills/competency

• Technical Support
• Entra ID
• Azure Active Directory
• Troubleshooting
• Identity Management
• Customer Service
• Windows Server
• Authentication Protocols
• Problem Solving
• Microsoft Graph API