Technical Support Engineer

Overview of the Technical Support Engineer Role at Microsoft

With a global workforce of over 45,000 employees and partners, Microsoft's Customer Experience and Success (CE&S) organization is dedicated to empowering customers to achieve accelerated business value through exceptional customer experiences. These experiences leverage Microsoft’s extensive products and services, driven by our people and culture. CE&S ensures cross-company alignment and execution, consistently exceeding customer expectations across all interactions—in-product, digital, or human-centered. This organization oversees all services, including consulting, customer success, and support across Microsoft's diverse portfolio. Join CE&S to contribute to accelerating AI transformation for customers worldwide.

Within CE&S, the Customer Service & Support (CSS) organization is committed to building trust and confidence by delivering seamless support experiences. CSS leverages Microsoft’s AI technology to help consumers, businesses, and partners quickly and securely resolve issues, prevent future problems, and maximize their Microsoft investments.

The CSS team is seeking individuals passionate about customer success. As a Technical Support Engineer, you will be responsible for owning, troubleshooting, and resolving customer technical issues. This position offers a unique opportunity to accelerate your career growth, enhance your problem-solving, collaboration, and research skills, and deepen your technical proficiency.

Microsoft's overarching mission is to empower every person and organization to achieve more. Employees embrace a growth mindset, innovate to empower others, and collaborate to reach shared goals. We uphold values of respect, integrity, and accountability, fostering an inclusive culture where everyone can thrive.

Key Responsibilities

• Response and Resolution: Take ownership of customer technical issues, investigating and solving them through collaboration within and across teams, utilizing advanced troubleshooting tools and practices.
• Readiness: Lead or participate in building communities with peer delivery roles, sharing knowledge, and developing specific technical and professional proficiency through continuous training and readiness to resolve customer issues effectively.
• Product/Process Improvement: Identify potential product defects, escalate them appropriately for resolution, and contribute actively to enhancing Microsoft's products and processes.

Required Qualifications

• Bachelor's degree in Computer Science, Information Technology (IT), or a related field AND 1+ years of technical support, technical consulting experience, or information technology experience.
• OR 3+ years of technical support, technical consulting experience, or information technology experience.
• OR equivalent experience.

Preferred Qualifications

• English Proficiency.
• Certifications such as CISSP, CompTIA Security+, ISC2 CC, BTL1/2, GSIF/GCIC/GCED/GSEC, PSAA, Kepner-Tregoe, or equivalent.
• Completion of Customer Service Foundations (LinkedIn Learning) or similar customer service training/experience.
• Demonstrated ability to communicate effectively with customer managers and executives on both technical and business matters.
• Strong organizational, time management, project management, and negotiation skills.
• 3+ years of experience providing support for enterprise-level premier customers.
• Ability to meet Microsoft, customer, and/or government security screening requirements, including passing the Microsoft Cloud Background Check upon hire/transfer and biennially thereafter.

CyberDefender Mindset

A CyberDefender Mindset embodies a proactive, collaborative, and customer-centric approach within technical support teams. This involves anticipating, preventing, and mitigating cybersecurity threats, shifting from purely reactive issue resolution to an active partnership in safeguarding organizational and customer security.

Key skills/competency

• Technical Support
• Troubleshooting
• Customer Service
• Problem-Solving
• Collaboration
• Cybersecurity
• IT Systems
• Product Improvement
• Issue Resolution
• Communication