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 0% to 25% 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
- Response and Resolution: You own, investigate, and solve complex customer technical issues and act as an advisor to the customer, collaborating within and across teams and leveraging troubleshooting tools and practices.
- Readiness: You lead in building communities with peer delivery roles and share your knowledge through readiness programs, technical coaching and mentoring of others.
- You deepen your technical and professional proficiency to enable you to resolve complex customer issues, through training and readiness.
- Product/Process Improvement: You engage with Microsoft Engineering/ Supportability teams to investigate potential product defects and help develop automation techniques and diagnostic tools driving Microsoft product improvements.
Qualifications
The Role
- Deliver high-quality customer and partner experience (CPE) through timely response and resolution.
- Collaborate with global peers, stake holders, account managers, product group to resolve the customer’s issue in the most efficient way.
- Achieve career growth and professional development through individual and team readiness.
- Contribute to the efficiency and effectiveness of the business through excellence in execution.
- Contribute to Microsoft’s objective of growing market share across solutions, workloads, platforms and products.
- Works closely with the product team on some of the technical design issue and product changes.
- Represent Microsoft as a trusted advisor to Microsoft customers.
- Drive some of the team/cluster level projects to improve CPE.
Responsibilities
- Represent Microsoft and communicate with corporate customers via telephone, written correspondence, or electronic service regarding technically complex escalated problems identified in Microsoft software products and manage relationships with those customers.
- Manage not only the technically complex problems, but also politically charged situations requiring the highest level of customer skill.
- Receive escalated, technically complex mission critical or politically hot customer issues, and maintain ownership of issue until resolved completely.
- Solve highly complex level of escalated problems, involving broad, in-depth product knowledge or in-depth product specialty; may include support of additional product line.
- Use advanced troubleshooting skills to analyze problems and workout solutions to meet customer needs; may involve writing code/scripts.
- Individual and Team Readiness
- Lead triage meetings to share knowledge with other engineers and develop customer solutions efficiently.
- Act as technical lead, mentor, and role model for a team of engineers; provide direction to others, review solutions and articles, mentoring existing & aspiring Tech leads.
- Write complex technical articles and sample programs for knowledge base.
- Partner with Managers on succession planning for Technical Leads for the business on a need basis.
- Knowledge Sharing Contribution
- Conduct regular technical triages and case reviews.
- Consult, collaborate and take escalations when necessary.
- Lead cross-technology virtual efforts with the product team to assess future needs.
- Drive the development and management of content for the team.
- Maintain strong working knowledge of pre-release products and take ownership for product improvement in key product areas.
- Effective Communication
- Manage customer escalations and recognize when to solicit additional help.
- Participate in highest-level technical discussions with product team to resolve product issues and represent customer segments. Focus is on future need.
- Demonstrate ability to recover from dissatisfied-customer situations in collaboration with the team manager.
- Utilize effective verbal/written skills to communicate with customers and peers.
- Makes effective technical presentations
- Willing to work in any shift as per business need.
Qualifications
- Bachelor’s degree in Computer Science, Information Technology, or related field.
- Practical experience in technical support or help desk roles within a Microsoft Office environment.
- Proficiency in Microsoft Office apps including Word, Excel, and PowerPoint, with the ability to support end-users and resolve productivity issues efficiently.
- Hands-on experience with M365 Apps for Office Deployment using tools such as the Office Deployment Tool (ODT), Configuration Manager, or Intune, including managing updates and troubleshooting installations.
- Solid understanding of Microsoft Entra ID (formerly Azure AD), including user authentication, troubleshooting sign-in issues, error codes, and basic integration scenarios.
- Familiarity with core Windows OS concepts such as Active Directory, operating system security, performance, and user account management.
- Basic knowledge of networking fundamentals including TCP/IP, network protocols, and devices.
- Understanding of DNS operations—ability to troubleshoot name resolution issues, configure DNS settings, and grasp how DNS interacts with Active Directory and Office apps.
- Exposure to mobile device management (MDM) concepts and troubleshooting app hang or sync issues on iOS/macOS/Windows platforms.
- Experience using diagnostic and monitoring tools like Netmon, Perfmon, Process Monitor, DebugDiag, Process Explorer, Fiddler, and Charles.
- Excellent problem-solving skills with the ability to analyze and resolve complex technical issues methodically.
- Strong communication skills, both written and verbal, to deliver technical guidance and interact effectively with stakeholders, peers, and end-users.
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.
