Technical Support Engineering

Overview

With more than 45,000 employees and partners worldwide, the Customer Experience and Success (CE&S) organization at Microsoft is dedicated to empowering customers to accelerate business value through differentiated customer experiences. This is achieved by leveraging Microsoft’s products and services, driven by our people and culture. We focus on cross-company alignment and execution to consistently exceed customer expectations across all interaction points – in-product, digital, or human-centered. CE&S encompasses all services, including consulting, customer success, and support across Microsoft’s extensive portfolio of solutions and products. Join CE&S and play a crucial role in accelerating AI transformation for our customers and the world.

Within CE&S, the Customer Service & Support (CSS) organization is committed to building trust and confidence for every person and organization by delivering a seamless support experience. In CSS, we harness Microsoft’s AI technology to help consumers, businesses, partners, and more, resolve their issues quickly and securely, prevent future problems, and maximize their Microsoft investment.

We are seeking individuals with a passion for delivering customer success to join our Customer Service & Support (CSS) team. As a Technical Support Engineering, you will be responsible for owning, troubleshooting, and resolving customer technical issues. This role offers an excellent opportunity to accelerate your career growth, refine your problem-solving, collaboration, and research skills, and enhance your technical proficiency.

Microsoft’s mission is to empower every person and every organization on the planet to achieve more. As employees, we foster a growth mindset, innovate to empower others, and collaborate to achieve our shared goals. We uphold our values of respect, integrity, and accountability to cultivate an inclusive culture where everyone can thrive at work and beyond.

Responsibilities

• Response and Resolution: You will own, investigate, and solve customer technical issues, collaborating within and across teams and utilizing advanced troubleshooting tools and practices.
• Readiness: You will lead or participate in building communities with peer delivery roles and actively share your knowledge. You will develop specific technical and professional proficiency to effectively resolve customer issues through continuous training and readiness initiatives.
• Product/Process Improvement: You will identify potential product defects and escalate them appropriately for resolution, thereby contributing directly to Microsoft product improvements.

Qualifications

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.

Language Qualification:

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

English Proficiency

Tag to be listed on all JDs: #CyberDefender

CyberDefender Mindset: A CyberDefender Mindset is a proactive, collaborative, and customer-centric approach adopted by technical support teams to anticipate, prevent, and mitigate cybersecurity threats—shifting from purely reactive issue resolution to active partnership in safeguarding organizational and customer security.

Preferred Qualifications:

• CISSP, Comptia Security +, ISC2 CC, BTL1/2, GSIF/GCIC/GCED/GSEC, PSAA, Kepner-Tregoe or equivalent certification.
• Customer Service Foundations (LinkedIn Learning) or other Customer Service Training/Experience.
• Ability to effectively communicate with customer managers and executives on technical and business issues.
• Strong organization, time management, project management, and negotiation skills.
• 3+ years of experience providing support for enterprise-level premier customers.
• Cloud Protection experience.
• Background/experience in security engineering (blue/red team) preferred.
• Background in system/network engineering, DevOps/SRE, or software engineering, with a passion for cybersecurity.
• Previous experience with / exposure to Microsoft Sentinel or the Microsoft Defender suite.
• Good understanding of the TCP/IP stack, working in a cloud environment, and (at a minimum) basic system administration in Linux and/or Windows Server environments.

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.

This position will be open for a minimum of 5 days, with applications accepted on an ongoing basis until the position is filled.

Key skills/competency

• Technical Troubleshooting
• Customer Support
• Issue Resolution
• Collaboration
• Product Improvement
• Cybersecurity
• Cloud Environments
• System Administration
• Network Engineering
• Communication Skills