As a Technical Support Engineer within the Digital Transformation Platform (DTP) group, you will provide world-class support to customers on their digital transformation journeys. Your role will involve troubleshooting and solving complex technical issues, utilizing your problem-solving and technical skills to enhance customer satisfaction and ensure the smooth operation of Microsoft technologies.

Responsibilities

1. Issue Management. Review and resolve complex issues across multiple components of products. Communicate with customers to understand their issues and keep them informed of the resolution status.
2. Technical Support. Utilize troubleshooting tools (e.g., event logs, performance traces) to diagnose and resolve issues. Handle complex, repeatable, or escalated cases and create technical articles or knowledge base content to assist customers and internal teams.
3. Collaboration. Work with development teams to drive incident resolution related to configuration, code, or service deficiencies. Analyze patterns of problems and optimize support workflows.
4. Knowledge Sharing. Implement end-to-end readiness programs including mentoring, leading triages, content creation, and quality assurance. Mentor other Technical Support Engineers and develop expertise in support topics.
5. Feedback and Enhancement. Provide feedback to senior engineers and the serviceability team on product functionality and improvements. Engage with the engineering team to investigate bugs and contribute to product enhancements.
6. Automation and Processes. Develop automation techniques and diagnostic tools to improve support effectiveness. Contribute to case triage meetings and share knowledge to enhance case resolution processes.
7. Strategic Implementation. Implement strategic decisions with customers, partners, and teams to increase market share and influence peers to adopt effective strategies.

Other

• Culture and Values. Embody Microsoft’s culture and values in all aspects of your role.

Qualifications
Required

• Experience. 5+ years of technical support, technical consulting, or information technology experience, or a Bachelor’s Degree in Computer Science, IT, or a related field with 3+ years of relevant experience.
• Certifications. Experience with Azure Fundamentals AZ-900.
• Security Requirements. Ability to pass the Microsoft Cloud Background Check upon hire and every two years thereafter.

Preferred

1. Certifications. Microsoft Technology Certifications.
2. Additional Experience. Experience with startups and/or software development.

Additional Information

1. Salary and Benefits. The base pay range for this role is $83,400 - $167,800 per year, with a higher range applicable to specific locations such as the San Francisco Bay area and New York City metropolitan area. Certain roles may also be eligible for additional benefits and compensation.
2. Application Deadline. Applications will be accepted until August 22, 2024.

Equal Opportunity Employer. Microsoft is an equal opportunity employer. We consider all qualified applicants without regard to various protected characteristics and are committed to creating an inclusive environment for all employees. If you need assistance or accommodation due to a disability during the application process, please visit our accommodations page for more information.