With more than 45,000 employees and partners worldwide, the Customer Experience and Success (CE&S) organization is on a mission to empower customers to accelerate business value through differentiated customer experiences that leverage Microsoft’s products and services, ignited by our people and culture. We drive cross-company alignment and execution, ensuring that we consistently exceed customers’ expectations in every interaction, whether in-product, digital, or human-centered. CE&S is responsible for all up services across the company, including consulting, customer success, and support across Microsoft’s portfolio of solutions and products. Join CE&S and help us accelerate AI transformation for our customers and the world.Within CE&S, the Customer Service & Support (CSS) organization builds trust and confidence for every person and organization through delivering a seamless support experience. In CSS, we are powered by Microsoft’s AI technology to help consumers, businesses, partners, and more, resolve their issues quickly and securely, helping prevent future problems from occurring and achieving more from their Microsoft investment.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.This role is flexible in that you can work up to 50% from home.Microsoft’s mission is to empower every person and every organization on the planet to achieve more. As employees we come together with a growth mindset, innovate to empower others and collaborate to realize our shared goals. Each day we build on our values of respect, integrity, and accountability to create a culture of inclusion where everyone can thrive at work and beyond.
Responsibilities
About Visual Studio Office Developer (VSOD) support team
VSOD aka Office Developer support team helps world-wide Office developers resolve issues in integrating applications built on the Office platform. This includes interaction with Office from any of the supported languages : VBA, VSTO, C#, VB.NET, C++, C, JS etc.
Customer Experience
- Obsess about & know our customers & partners
- Deliver the “Perfect Every Time” experience
- Seeks information about the underlying needs of customers
- Allocates and aligns resources to optimize the customer experience
- Develops and communicates realistic outcomes
- Demonstrates expertise in a specific solution, or several products, feature functions, or services
- Cultivates relationships, credibility, and loyalty with customers and partners intentionally by sharing relevant business expertise.
Technical Leadership
- Lead the transformation
- Consistently apply “lessons learned:, model personal accountability & teamwork
- Understands customer/partner requirements, and can map the adoption and optimization of Microsoft technology solutions accordingly
- Demonstrated Self Learner
Delivery Optimization
- Own & optimize your delivery
- Collaborate & actively participate in the end-to-end delivery vision
- Modifies existing intellectual property (IP) or, where applicable, creates new content
Business Enablement
- Support & drive growth, consumption & revenue
- Seeks opportunities to drive Services business results by collaborating with multiple team members.
- Identifies opportunities to articulate business value and grow customer/partner relationships in alignment with Services business priorities and stakeholder management principles
Provides and drives actionable feedback across groups about the customer/partner experience and competitor threats
Soft Skill Requirements
You approach things with a growth mindset – genuine desire and motivation to learn and develop yourself. You embrace challenges, and persist in face of setbacks. You consider failure an opportunity to learn, so whatever happens you win.You love customers, and are obsessed with them - a genuine desire to help under challenging circumstances. In addition, you possess strong communication skills, ability to work on a team environment, problem-solving skills and capacity to deal with ambiguity.Excellent self-assessment to identify when other resources are needed; ability engage and collaborate effectively with others to resolve complex problems. Finally, you should be able to handle high pressure situations well – maintain calm and composure on stressful situations is a must.Ability to keep learning new technologies with the changing technical landscape.Be comfortable with ambiguity while striving for clarity with the personal desire and initiative to drive proactive business impacting change and clarity.
Qualifications
Technical Requirements
- Expert level knowledge of Office Developer technologies, various kinds of customizations for Office (COM AddIns, Shared AddIns, VSTO, RTD, UDFs, Web addins etc.), various ways of automating Office (script, .NET, Open XML etc).
- Basic understanding of COM, COM Interop, Windows Programming.
- Good hands-on knowledge of web technologies – HTML5, JavaScript, JQuery, Node, npm.
- Basic hands-on debugging expertise – windbg dump/crash analysis, procmon, perfmon, ETL trace analysis.
- Candidates must have strong customer service, accurate and logical problem solving, and communication skills, and the ability to work in a team environment.
- Degree in Computer Science, or equivalent in work experience. 3 to 6 years of prior product/customer support experience.
Microsoft is an equal opportunity employer. Consistent with applicable law, all qualified applicants will receive consideration for employment without regard to age, ancestry, citizenship, color, family or medical care leave, gender identity or expression, genetic information, immigration status, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran or military status, race, ethnicity, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable local laws, regulations and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations.
