As a Technical Support Engineer within the Customer Service & Support (CSS) team, you will play a pivotal role in resolving complex technical issues for Microsoft's commercial customers. This role offers the opportunity to accelerate your career growth by enhancing problem-solving skills, collaborating with cross-functional teams, and deepening your technical proficiency. The position is fully remote, allowing flexibility in work arrangements.

Response and Resolution

• Investigate and resolve complex customer technical issues, acting as an advisor and collaborator across teams.
• Utilize troubleshooting tools and practices to provide timely and effective solutions to customers.

Readiness

• Lead in building communities with peer delivery roles and share knowledge through readiness programs, technical coaching, and mentoring.
• Continuously enhance technical and professional proficiency through training and readiness initiatives.
• Engage with Microsoft Engineering/Supportability teams to investigate potential product defects and contribute to product improvements.
• Develop automation techniques and diagnostic tools to enhance support processes and drive customer success.

Qualifications

Roles and Responsibilities

• Serve as the final point of escalation for advanced technical support, addressing highly complex product issues and network/system challenges.
• Provide advanced technical support to diverse audiences, including IT professionals, developers, architects, and executive management.
• Champion customer support experience through collaboration, troubleshooting best practices, and transparency within and across teams.

Experience and Skills

• Minimum 3 years experience in a customer-facing or customer support role, with strong troubleshooting skills in the Azure platform or other cloud service providers.
• Proficiency in articulating technical recommendations to both leadership and technical audiences.
• Ability to navigate complex, strategic, high-profile customer events and requirements.

Additional Requirements

• Ability to meet Microsoft, customer, and/or government security screening requirements.
• This position may require passing the Microsoft Cloud Background Check upon hire/transfer and periodically thereafter.

About Microsoft
Microsoft is committed to diversity, inclusion, and creating a culture of respect and accountability. We value individuals from all backgrounds and provide equal employment opportunities to all qualified applicants.

Join Microsoft and be part of a team that empowers individuals and organizations to achieve more through innovative technology solutions and exceptional customer support.