[Hiring] Technical Support Engineer @Microsoft

Role Description

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.

Responsibilities

• Case Resolution and Daily Operations:
  • Leads the cross-team collaboration for the resolution of highly complex, cross-technology customer scenarios.
  • Engages engineering teams by providing technical analysis and findings to drive efficient incident resolution.
  • Models all case-handling standards with a continuous focus on speed and quality, and acts as a mentor to other Technical Support Engineers.
  • Ensures that all customer interactions reflect a commitment to excellence in service and high levels of customer satisfaction.
  • Acts as an advisor to customers and informs them of the status and solution to their issues, demonstrating CARES behaviors.
  • Mentors others on AI-assisted troubleshooting, case quality, direction of the case, and learning opportunities.
• Product/Process Improvement:
  • Influences process improvements across workgroups, leveraging strong Customer Zero feedback loops, AI-enabled efficiencies, and quality feedback to the Product Group (PG).
  • Reinforces recognition of cross-team trends and pattern-based improvements, collaborating with other teams to enhance overall effectiveness.
  • Provides feedback and collaborates on feature enhancements and automation techniques to improve product serviceability.
  • Integrates insights from case discussions and triage meetings to inform ongoing process enhancements.
  • Implements strategic business decisions with customers, partners, and teams to increase market share.
  • Influences peers to implement strategy.
• Readiness and Knowledge Management:
  • Develops and delivers advanced readiness materials to enhance knowledge capabilities within the team.
  • Utilizes AI and other insights to elevate team capability and support ongoing learning.
  • Implements readiness programs through mentoring, content creation, and learning sessions, contributing significantly to the content and readiness strategy.
  • Acts as a resource for other teams by providing specialized training and support on complex problem-solving techniques.
• Security:
  • Reviews technical solutions for security impact and risk exposure.
  • Strengthens Security by Design practices across the team to ensure all operations meet the highest security standards.
  • Actively monitors and responds to security management notifications and events, keeping the team informed of potential security threats.
  • Promotes Secure Future Initiative (SFI) behaviors by strengthening security awareness and proactive risk management across teams and partners.
  • Applies secure troubleshooting practices.
  • Ensures documentation meets compliance.
  • Completes all required security, compliance and privacy trainings in accordance with standards.
  • Adheres to security and privacy requirements.
  • Adheres to SFI for secure handling of customer data and all engagements.

Qualifications

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

Requirements

• This position requires verification of U.S citizenship due to citizenship-based legal restrictions.
• Ability to meet Microsoft, customer and/or government security screening requirements.
• Microsoft Cloud Background Check: This position will be required to pass the Microsoft Cloud Background Check upon hire/transfer and every two years thereafter.

Additional or Preferred Qualifications

• 5+ years of technical support, technical consulting experience, or information technology experience.
• Storage performance and reliability tracing and troubleshooting (Storport, iSCSI, MPIO, etc.).
• Configuring and troubleshooting backups using VSS and Windows Server Backup.
• Management of Hyper-V and virtual machine (VM) deployment, management, and troubleshooting.
• Creation, management and troubleshooting of Windows Failover Clustering (WFC).
• Utilizing Windows Server management tools (MMC, Server Manager, RSAT, Windows Admin Center, Azure Arc, etc.).
• Managing and troubleshooting Windows features and functionality with PowerShell and other command line and remote utilities.
• Reviewing various types of data including event logs, performance monitor captures, network traces and cluster logs.
• Identifying network configuration and connectivity issues using methods including network tracing and analysis for various technologies and protocols (TCP/IP, SMB, UDP, RDMA, etc.).
• Isolating performance issues using Performance Monitor (Perfmon) counters, Windows Performance Recorder (WPR) and other tools and techniques.

Benefits

• The typical base pay range for this role across the U.S. is USD $86,100 - $169,800 per year.
• In specific locations like the San Francisco Bay area and New York City metropolitan area, the base pay range is USD $113,300 - $187,400 per year.
• Certain roles may be eligible for benefits and other compensation.