6035 Triage Jobs - Page 50

Job description: Job Description Role Purpose The purpose of the role is to support process delivery by ensuring daily performance of the Production Specialists, resolve technical escalations and develop technical capability within the Production Specialists. ͏ Do Oversee and support process by reviewing daily transactions on performance parameters Review performance dashboard and the scores for the team Support the team in improving performance parameters by providing technical support and process guidance Record, track, and document all queries received, problem-solving steps taken and total successful and unsuccessful resolutions Ensure standard processes and procedures are followed to resolve all client queries Resolve client queries as per the SLA’s defined in the contract Develop understanding of process/ product for the team members to facilitate better client interaction and troubleshooting Document and analyze call logs to spot most occurring trends to prevent future problems Identify red flags and escalate serious client issues to Team leader in cases of untimely resolution Ensure all product information and disclosures are given to clients before and after the call/email requests Avoids legal challenges by monitoring compliance with service agreements ͏ Handle technical escalations through effective diagnosis and troubleshooting of client queries Manage and resolve technical roadblocks/ escalations as per SLA and quality requirements If unable to resolve the issues, timely escalate the issues to TA & SES Provide product support and resolution to clients by performing a question diagnosis while guiding users through step-by-step solutions Troubleshoot all client queries in a user-friendly, courteous and professional manner Offer alternative solutions to clients (where appropriate) with the objective of retaining customers’ and clients’ business Organize ideas and effectively communicate oral messages appropriate to listeners and situations Follow up and make scheduled call backs to customers to record feedback and ensure compliance to contract SLA’s ͏ Build people capability to ensure operational excellence and maintain superior customer service levels of the existing account/client Mentor and guide Production Specialists on improving technical knowledge Collate trainings to be conducted as triage to bridge the skill gaps identified through interviews with the Production Specialist Develop and conduct trainings (Triages) within products for production specialist as per target Inform client about the triages being conducted Undertake product trainings to stay current with product features, changes and updates Enroll in product specific and any other trainings per client requirements/recommendations Identify and document most common problems and recommend appropriate resolutions to the team Update job knowledge by participating in self learning opportunities and maintaining personal networks ͏ Deliver NoPerformance ParameterMeasure1ProcessNo. of cases resolved per day, compliance to process and quality standards, meeting process level SLAs, Pulse score, Customer feedback, NSAT/ ESAT2Team ManagementProductivity, efficiency, absenteeism3Capability developmentTriages completed, Technical Test performance Mandatory Skills: Salesforce App Building . Experience: 5-8 Years . Reinvent your world. We are building a modern Wipro. We are an end-to-end digital transformation partner with the boldest ambitions. To realize them, we need people inspired by reinvention. Of yourself, your career, and your skills. We want to see the constant evolution of our business and our industry. It has always been in our DNA - as the world around us changes, so do we. Join a business powered by purpose and a place that empowers you to design your own reinvention. Come to Wipro. Realize your ambitions. Applications from people with disabilities are explicitly welcome.

Job Description Some careers shine brighter than others. If you’re looking for a career that will help you stand out, join HSBC and fulfil your potential. Whether you want a career that could take you to the top, or simply take you in an exciting new direction, HSBC offers opportunities, support and rewards that will take you further. HSBC is one of the largest banking and financial services organisations in the world, with operations in 64 countries and territories. We aim to be where the growth is, enabling businesses to thrive and economies to prosper, and, ultimately, helping people to fulfil their hopes and realise their ambitions. We are currently seeking an experienced professional to join our team in the role of Software Engineer In this role, you will: Batch support and Automation. Triage, troubleshoot and resolve production support alerts and incidents Manage incidents and effectively communicate with Users, Application Service Owner and Senior Management and Stakeholders. Perform application support as necessary; participate in the Crisis Calls for production incidents Incident and Problem management communication and participation Identify and work on system performance improvement Should be a team player and should have ability in taking initiatives and maintaining congenial work Follow standards and controls to ensure quality of outcome Ensuring strict adherence to all regulatory issues and compliance of all internal controls. Implement and comply with Group Compliance Policy. Should deliver considering the operational risk associated with the role. Requirements To be successful in this role, you should meet the following requirements: 2+ experience in development and batch support activities. Strong knowledge of Vision Plus batch flow. Hands-on experience on Cobol Development, REXX, Ezytreives and good analytical skills. Strong knowledge of COBOL and CICS Strong knowledge of Jenkins Well versed with Mainframe technologies such as Endeavour, ChangeMan and batch scheduling activities. Experience in design and development of Small/medium problems Strong interpersonal and communications skills www.hsbc.com/careers HSBC is committed to building a culture where all employees are valued, respected and opinions count. We take pride in providing a workplace that fosters continuous professional development, flexible working and opportunities to grow within an inclusive and diverse environment. Personal data held by the Bank relating to employment applications will be used in accordance with our Privacy Statement, which is available on our website. Issued by – HSBC Software Development India

Job Description About KPMG in India KPMG entities in India are professional services firm(s). These Indian member firms are affiliated with KPMG International Limited. KPMG was established in India in August 1993. Our professionals leverage the global network of firms, and are conversant with local laws, regulations, markets and competition. KPMG has offices across India in Ahmedabad, Bengaluru, Chandigarh, Chennai, Gurugram, Jaipur, Hyderabad, Jaipur, Kochi, Kolkata, Mumbai, Noida, Pune, Vadodara and Vijayawada. KPMG entities in India offer services to national and international clients in India across sectors. We strive to provide rapid, performance-based, industry-focused and technology-enabled services, which reflect a shared knowledge of global and local industries and our experience of the Indian business environment. Responsibilities Actively monitoring, analysing & escalating SIEM alerts based on correlation rules, Email protection alerts & malware analysis, Provide inputs for proactive content fine tuning & use case enablement, Active threat hunting on network flow, user behaviour & threat intelligence, Phishing email analysis for MFs, Raising incidents in Pastebin inte Should be familiar with Domain Knowledge (Cyber Security), Threat Hunting, SIEM- Azure Sentinel, SIEM - (RSA / Splunk / LogRhythm), Python Scripting, Windows Active Directory, Operating systems and servers. Ability to Triage and assignment Incident Handling. Ability to Follow Playbooks instructions- Incident Response Playbooks Ability to Comprehend Logs (HTTP, SMTP, Network) (Under guidance) Understand and imbibe current SOC process Perform quality assessment on SOC operations being performed as per existing process Record and deviations identified into tracking tool(s)/spreadsheets Perform follow-ups with respective error owners to mitigate process deviations Identify process deviations, Summarize and generate trends, patterns into process deviations / errors observed. Perform RCA into observed errors / trends and generate recommendations for process improvement Generate personnel specific recommendations for performance enhancement Contribute in overseeing quality assessment process for multiple SOC verticals In-line alignment with SOC operations for quick-detection / prevention of process deviations Support as QA touchpoint in critical cyber incidents to enhance quality of service Assessment of investigation report with assertions, evidences and recommended actions Communicate effectively and collaborate with teams in different geographie Qualifications BE/B.Tech/Post-Grad/ Graduate or Postgraduate in any other discipline 0-2 years of relevant experience. Candidates should be okay to work in rotational shifts. Good to have - Certifications - CSA (Certified SoC Analyst), CISM and CCSP, Certifications from Microsoft Azure Suite Candidates having SOC experience would be preferred Well versed in Microsoft productivity tools such as Word, PowerPoint and Excel An understanding of concepts of analytics and should be able to generate trends, drill downs, and various graphical representations Windows / Azure / AWS infrastructure knowledge will have added advantage Experience in Windows security tools like Defender for office, Defender for identity, Sentinel and other Microsoft security tools will have added advantage Excellent written and oral communication skills Equal employment opportunity information KPMG India has a policy of providing equal opportunity for all applicants and employees regardless of their color, caste, religion, age, sex/gender, national origin, citizenship, sexual orientation, gender identity or expression, disability or other legally protected status. KPMG India values diversity and we request you to submit the details below to support us in our endeavor for diversity. Providing the below information is voluntary and refusal to submit such information will not be prejudicial to you.

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 100% 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. This specific role will be focused on delivering world-class support for Microsoft’s Surface devices. The team works in a dynamic environment with a shifting focus to support customer and business needs. Some examples of focus areas are technical customer escalations, new product readiness, frontline triage and support, tools and process improvement. This team and role provides a chance to contribute independently to enhance support practices across Microsoft's support organization. This role is a senior level position. The ideal candidate will bring significant experience troubleshooting at the networking layer. At the same time, the ideal candidate will also be excited to collaborate with a diverse set of stakeholders. We are seeking an Escalation Engineer who can tailor technical discussions to suit the audience's level of understanding. Candidate must have a strong familiarization with Copilot and a foundational understanding and curiosity for AI. Responsibilities Roles and Responsibilities Acts as a primary contact for moderate to highly complex (e.g., longer running issues or more sensitive issues) escalation issues for customers. Collaborates with various internal and external teams to resolve customer issues. Communicates with customers to understand their issue and improve their Microsoft experiences. Leads inter-regions or cross-group initiatives to improve customer support experience for a group of customers or a specific region/area. Address complex issues with extensive product knowledge and specialty, often requiring advanced customer skills in technically and politically sensitive situations. Handles escalated issues, removing barriers to resolve customer incidents. Ensures processes don't hinder resolutions. Guides Support Escalation team members and Delivery Partner advocates on managing complex technical cases. Manage customer relationships and document their cases thoroughly. Collaborate on technical issues across teams and products by liaising with resources from different groups as needed to resolve customer problems. Engage in consistent collaboration with Support Engineers across various levels and technology domains. Report software bugs and customer suggestions to the product group. Prepare and maintain technical documentation for the knowledge base, create and update user guides, FAQs, and support materials for customers, and develop and manage internal training materials to ensure team members are up-to-date with the latest technical information. Skills/Knowledge Good Communication Skills - Spoken and written English and Mandarin. Excellent demonstrated customer service skills Works well in a team environment Analytical Troubleshooting - Problem Solving Skills Customer Service - Customer Focused Skills Technical Aptitude - Ability to learn; current technical skills in Windows; Scenario/Solution understanding. Breadth Technical Experience PC Hardware knowledge (Surface Devices) Windows OS TCP/IP and general networking skills (Preferred) Basic understanding of Supply Chain Operations and Logistics Depth Technical Expertise Windows Networking (Preferred) OS Imaging (Preferred) Device Management Adaptive Communication Skills Ability to effectively share knowledge. Qualifications Required Qualifications: Language Skills – Must speak fluent Mandarin. Good Communication Skills - Spoken and written English (including technical writing), Excellent demonstrated customer service skills, five or more years industry experience with Microsoft products, Effective learning skills, Works well in a team environment, Strong problem-solving and troubleshooting skills. Preferred Qualifications 3 or more years of industry experience supporting Networking or OS imaging. Experience 5 or more years' experience in systems development, network operations, software support or I.T. consulting. Education (Preferred) B.S. Degree In C.S. Or E.E. Or Equivalent 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.

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 100% 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. This specific role will be focused on delivering world-class support for Microsoft’s Surface devices. The team works in a dynamic environment with a shifting focus to support customer and business needs. Some examples of focus areas are technical customer escalations, new product readiness, frontline triage and support, tools and process improvement. This team and role provides a chance to contribute independently to enhance support practices across Microsoft's support organization. This role is a senior level position. The ideal candidate will bring significant experience troubleshooting at the networking layer. At the same time, the ideal candidate will also be excited to collaborate with a diverse set of stakeholders. We are seeking an Escalation Engineer who can tailor technical discussions to suit the audience's level of understanding. Candidate must have a strong familiarization with Copilot and a foundational understanding and curiosity for AI. Responsibilities Roles and Responsibilities Acts as a primary contact for moderate to highly complex (e.g., longer running issues or more sensitive issues) escalation issues for customers. Collaborates with various internal and external teams to resolve customer issues. Communicates with customers to understand their issue and improve their Microsoft experiences. Leads inter-regions or cross-group initiatives to improve customer support experience for a group of customers or a specific region/area. Address complex issues with extensive product knowledge and specialty, often requiring advanced customer skills in technically and politically sensitive situations. Handles escalated issues, removing barriers to resolve customer incidents. Ensures processes don't hinder resolutions. Guides Support Escalation team members and Delivery Partner advocates on managing complex technical cases. Manage customer relationships and document their cases thoroughly. Collaborate on technical issues across teams and products by liaising with resources from different groups as needed to resolve customer problems. Engage in consistent collaboration with Support Engineers across various levels and technology domains. Report software bugs and customer suggestions to the product group. Prepare and maintain technical documentation for the knowledge base, create and update user guides, FAQs, and support materials for customers, and develop and manage internal training materials to ensure team members are up-to-date with the latest technical information. Skills/Knowledge Good Communication Skills - Spoken and written English and Mandarin. Excellent demonstrated customer service skills Works well in a team environment Analytical Troubleshooting - Problem Solving Skills Customer Service - Customer Focused Skills Technical Aptitude - Ability to learn; current technical skills in Windows; Scenario/Solution understanding. Breadth Technical Experience PC Hardware knowledge (Surface Devices) Windows OS TCP/IP and general networking skills (Preferred) Basic understanding of Supply Chain Operations and Logistics Depth Technical Expertise Windows Networking (Preferred) OS Imaging (Preferred) Device Management Adaptive Communication Skills Ability to effectively share knowledge. Qualifications Required Qualifications: Language Skills – Must speak fluent Mandarin. Good Communication Skills - Spoken and written English (including technical writing), Excellent demonstrated customer service skills, five or more years industry experience with Microsoft products, Effective learning skills, Works well in a team environment, Strong problem-solving and troubleshooting skills. Preferred Qualifications 3 or more years of industry experience supporting Networking or OS imaging. Experience 5 or more years' experience in systems development, network operations, software support or I.T. consulting. Education (Preferred) B.S. Degree In C.S. Or E.E. Or Equivalent 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.

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 100% 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. This specific role will be focused on delivering world-class support for Microsoft’s Surface devices. The team works in a dynamic environment with a shifting focus to support customer and business needs. Some examples of focus areas are technical customer escalations, new product readiness, frontline triage and support, tools and process improvement. This team and role provides a chance to contribute independently to enhance support practices across Microsoft's support organization. This role is a senior level position. The ideal candidate will bring significant experience troubleshooting at the networking layer. At the same time, the ideal candidate will also be excited to collaborate with a diverse set of stakeholders. We are seeking an Escalation Engineer who can tailor technical discussions to suit the audience's level of understanding. Candidate must have a strong familiarization with Copilot and a foundational understanding and curiosity for AI. Responsibilities Roles and Responsibilities Acts as a primary contact for moderate to highly complex (e.g., longer running issues or more sensitive issues) escalation issues for customers. Collaborates with various internal and external teams to resolve customer issues. Communicates with customers to understand their issue and improve their Microsoft experiences. Leads inter-regions or cross-group initiatives to improve customer support experience for a group of customers or a specific region/area. Address complex issues with extensive product knowledge and specialty, often requiring advanced customer skills in technically and politically sensitive situations. Handles escalated issues, removing barriers to resolve customer incidents. Ensures processes don't hinder resolutions. Guides Support Escalation team members and Delivery Partner advocates on managing complex technical cases. Manage customer relationships and document their cases thoroughly. Collaborate on technical issues across teams and products by liaising with resources from different groups as needed to resolve customer problems. Engage in consistent collaboration with Support Engineers across various levels and technology domains. Report software bugs and customer suggestions to the product group. Prepare and maintain technical documentation for the knowledge base, create and update user guides, FAQs, and support materials for customers, and develop and manage internal training materials to ensure team members are up-to-date with the latest technical information. Skills/Knowledge Good Communication Skills - Spoken and written English and Mandarin. Excellent demonstrated customer service skills Works well in a team environment Analytical Troubleshooting - Problem Solving Skills Customer Service - Customer Focused Skills Technical Aptitude - Ability to learn; current technical skills in Windows; Scenario/Solution understanding. Breadth Technical Experience PC Hardware knowledge (Surface Devices) Windows OS TCP/IP and general networking skills (Preferred) Basic understanding of Supply Chain Operations and Logistics Depth Technical Expertise Windows Networking (Preferred) OS Imaging (Preferred) Device Management Adaptive Communication Skills Ability to effectively share knowledge. Qualifications Required Qualifications: Language Skills – Must speak fluent Mandarin. Good Communication Skills - Spoken and written English (including technical writing), Excellent demonstrated customer service skills, five or more years industry experience with Microsoft products, Effective learning skills, Works well in a team environment, Strong problem-solving and troubleshooting skills. Preferred Qualifications 3 or more years of industry experience supporting Networking or OS imaging. Experience 5 or more years' experience in systems development, network operations, software support or I.T. consulting. Education (Preferred) B.S. Degree In C.S. Or E.E. Or Equivalent 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.

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 100% 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. This specific role will be focused on delivering world-class support for Microsoft’s Surface devices. The team works in a dynamic environment with a shifting focus to support customer and business needs. Some examples of focus areas are technical customer escalations, new product readiness, frontline triage and support, tools and process improvement. This team and role provides a chance to contribute independently to enhance support practices across Microsoft's support organization. This role is a senior level position. The ideal candidate will bring significant experience troubleshooting at the networking layer. At the same time, the ideal candidate will also be excited to collaborate with a diverse set of stakeholders. We are seeking an Escalation Engineer who can tailor technical discussions to suit the audience's level of understanding. Candidate must have a strong familiarization with Copilot and a foundational understanding and curiosity for AI. Responsibilities Roles and Responsibilities Acts as a primary contact for moderate to highly complex (e.g., longer running issues or more sensitive issues) escalation issues for customers. Collaborates with various internal and external teams to resolve customer issues. Communicates with customers to understand their issue and improve their Microsoft experiences. Leads inter-regions or cross-group initiatives to improve customer support experience for a group of customers or a specific region/area. Address complex issues with extensive product knowledge and specialty, often requiring advanced customer skills in technically and politically sensitive situations. Handles escalated issues, removing barriers to resolve customer incidents. Ensures processes don't hinder resolutions. Guides Support Escalation team members and Delivery Partner advocates on managing complex technical cases. Manage customer relationships and document their cases thoroughly. Collaborate on technical issues across teams and products by liaising with resources from different groups as needed to resolve customer problems. Engage in consistent collaboration with Support Engineers across various levels and technology domains. Report software bugs and customer suggestions to the product group. Prepare and maintain technical documentation for the knowledge base, create and update user guides, FAQs, and support materials for customers, and develop and manage internal training materials to ensure team members are up-to-date with the latest technical information. Skills/Knowledge Good Communication Skills - Spoken and written English and Mandarin. Excellent demonstrated customer service skills Works well in a team environment Analytical Troubleshooting - Problem Solving Skills Customer Service - Customer Focused Skills Technical Aptitude - Ability to learn; current technical skills in Windows; Scenario/Solution understanding. Breadth Technical Experience PC Hardware knowledge (Surface Devices) Windows OS TCP/IP and general networking skills (Preferred) Basic understanding of Supply Chain Operations and Logistics Depth Technical Expertise Windows Networking (Preferred) OS Imaging (Preferred) Device Management Adaptive Communication Skills Ability to effectively share knowledge. Qualifications Required Qualifications: Language Skills – Must speak fluent Mandarin. Good Communication Skills - Spoken and written English (including technical writing), Excellent demonstrated customer service skills, five or more years industry experience with Microsoft products, Effective learning skills, Works well in a team environment, Strong problem-solving and troubleshooting skills. Preferred Qualifications 3 or more years of industry experience supporting Networking or OS imaging. Experience 5 or more years' experience in systems development, network operations, software support or I.T. consulting. Education (Preferred) B.S. Degree In C.S. Or E.E. Or Equivalent 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.

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 100% 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. This specific role will be focused on delivering world-class support for Microsoft’s Surface devices. The team works in a dynamic environment with a shifting focus to support customer and business needs. Some examples of focus areas are technical customer escalations, new product readiness, frontline triage and support, tools and process improvement. This team and role provides a chance to contribute independently to enhance support practices across Microsoft's support organization. This role is a senior level position. The ideal candidate will bring significant experience troubleshooting at the networking layer. At the same time, the ideal candidate will also be excited to collaborate with a diverse set of stakeholders. We are seeking an Escalation Engineer who can tailor technical discussions to suit the audience's level of understanding. Candidate must have a strong familiarization with Copilot and a foundational understanding and curiosity for AI. Responsibilities Roles and Responsibilities Acts as a primary contact for moderate to highly complex (e.g., longer running issues or more sensitive issues) escalation issues for customers. Collaborates with various internal and external teams to resolve customer issues. Communicates with customers to understand their issue and improve their Microsoft experiences. Leads inter-regions or cross-group initiatives to improve customer support experience for a group of customers or a specific region/area. Address complex issues with extensive product knowledge and specialty, often requiring advanced customer skills in technically and politically sensitive situations. Handles escalated issues, removing barriers to resolve customer incidents. Ensures processes don't hinder resolutions. Guides Support Escalation team members and Delivery Partner advocates on managing complex technical cases. Manage customer relationships and document their cases thoroughly. Collaborate on technical issues across teams and products by liaising with resources from different groups as needed to resolve customer problems. Engage in consistent collaboration with Support Engineers across various levels and technology domains. Report software bugs and customer suggestions to the product group. Prepare and maintain technical documentation for the knowledge base, create and update user guides, FAQs, and support materials for customers, and develop and manage internal training materials to ensure team members are up-to-date with the latest technical information. Skills/Knowledge Good Communication Skills - Spoken and written English and Mandarin. Excellent demonstrated customer service skills Works well in a team environment Analytical Troubleshooting - Problem Solving Skills Customer Service - Customer Focused Skills Technical Aptitude - Ability to learn; current technical skills in Windows; Scenario/Solution understanding. Breadth Technical Experience PC Hardware knowledge (Surface Devices) Windows OS TCP/IP and general networking skills (Preferred) Basic understanding of Supply Chain Operations and Logistics Depth Technical Expertise Windows Networking (Preferred) OS Imaging (Preferred) Device Management Adaptive Communication Skills Ability to effectively share knowledge. Qualifications Required Qualifications: Language Skills – Must speak fluent Mandarin. Good Communication Skills - Spoken and written English (including technical writing), Excellent demonstrated customer service skills, five or more years industry experience with Microsoft products, Effective learning skills, Works well in a team environment, Strong problem-solving and troubleshooting skills. Preferred Qualifications 3 or more years of industry experience supporting Networking or OS imaging. Experience 5 or more years' experience in systems development, network operations, software support or I.T. consulting. Education (Preferred) B.S. Degree In C.S. Or E.E. Or Equivalent 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.

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 100% 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. This specific role will be focused on delivering world-class support for Microsoft’s Surface devices. The team works in a dynamic environment with a shifting focus to support customer and business needs. Some examples of focus areas are technical customer escalations, new product readiness, frontline triage and support, tools and process improvement. This team and role provides a chance to contribute independently to enhance support practices across Microsoft's support organization. This role is a senior level position. The ideal candidate will bring significant experience troubleshooting at the networking layer. At the same time, the ideal candidate will also be excited to collaborate with a diverse set of stakeholders. We are seeking an Escalation Engineer who can tailor technical discussions to suit the audience's level of understanding. Candidate must have a strong familiarization with Copilot and a foundational understanding and curiosity for AI. Responsibilities Roles and Responsibilities Acts as a primary contact for moderate to highly complex (e.g., longer running issues or more sensitive issues) escalation issues for customers. Collaborates with various internal and external teams to resolve customer issues. Communicates with customers to understand their issue and improve their Microsoft experiences. Leads inter-regions or cross-group initiatives to improve customer support experience for a group of customers or a specific region/area. Address complex issues with extensive product knowledge and specialty, often requiring advanced customer skills in technically and politically sensitive situations. Handles escalated issues, removing barriers to resolve customer incidents. Ensures processes don't hinder resolutions. Guides Support Escalation team members and Delivery Partner advocates on managing complex technical cases. Manage customer relationships and document their cases thoroughly. Collaborate on technical issues across teams and products by liaising with resources from different groups as needed to resolve customer problems. Engage in consistent collaboration with Support Engineers across various levels and technology domains. Report software bugs and customer suggestions to the product group. Prepare and maintain technical documentation for the knowledge base, create and update user guides, FAQs, and support materials for customers, and develop and manage internal training materials to ensure team members are up-to-date with the latest technical information. Skills/Knowledge Good Communication Skills - Spoken and written English and Mandarin. Excellent demonstrated customer service skills Works well in a team environment Analytical Troubleshooting - Problem Solving Skills Customer Service - Customer Focused Skills Technical Aptitude - Ability to learn; current technical skills in Windows; Scenario/Solution understanding. Breadth Technical Experience PC Hardware knowledge (Surface Devices) Windows OS TCP/IP and general networking skills (Preferred) Basic understanding of Supply Chain Operations and Logistics Depth Technical Expertise Windows Networking (Preferred) OS Imaging (Preferred) Device Management Adaptive Communication Skills Ability to effectively share knowledge. Qualifications Required Qualifications: Language Skills – Must speak fluent Mandarin. Good Communication Skills - Spoken and written English (including technical writing), Excellent demonstrated customer service skills, five or more years industry experience with Microsoft products, Effective learning skills, Works well in a team environment, Strong problem-solving and troubleshooting skills. Preferred Qualifications 3 or more years of industry experience supporting Networking or OS imaging. Experience 5 or more years' experience in systems development, network operations, software support or I.T. consulting. Education (Preferred) B.S. Degree In C.S. Or E.E. Or Equivalent 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.

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 100% 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. This specific role will be focused on delivering world-class support for Microsoft’s Surface devices. The team works in a dynamic environment with a shifting focus to support customer and business needs. Some examples of focus areas are technical customer escalations, new product readiness, frontline triage and support, tools and process improvement. This team and role provides a chance to contribute independently to enhance support practices across Microsoft's support organization. This role is a senior level position. The ideal candidate will bring significant experience troubleshooting at the networking layer. At the same time, the ideal candidate will also be excited to collaborate with a diverse set of stakeholders. We are seeking an Escalation Engineer who can tailor technical discussions to suit the audience's level of understanding. Candidate must have a strong familiarization with Copilot and a foundational understanding and curiosity for AI. Responsibilities Roles and Responsibilities Acts as a primary contact for moderate to highly complex (e.g., longer running issues or more sensitive issues) escalation issues for customers. Collaborates with various internal and external teams to resolve customer issues. Communicates with customers to understand their issue and improve their Microsoft experiences. Leads inter-regions or cross-group initiatives to improve customer support experience for a group of customers or a specific region/area. Address complex issues with extensive product knowledge and specialty, often requiring advanced customer skills in technically and politically sensitive situations. Handles escalated issues, removing barriers to resolve customer incidents. Ensures processes don't hinder resolutions. Guides Support Escalation team members and Delivery Partner advocates on managing complex technical cases. Manage customer relationships and document their cases thoroughly. Collaborate on technical issues across teams and products by liaising with resources from different groups as needed to resolve customer problems. Engage in consistent collaboration with Support Engineers across various levels and technology domains. Report software bugs and customer suggestions to the product group. Prepare and maintain technical documentation for the knowledge base, create and update user guides, FAQs, and support materials for customers, and develop and manage internal training materials to ensure team members are up-to-date with the latest technical information. Skills/Knowledge Good Communication Skills - Spoken and written English and Mandarin. Excellent demonstrated customer service skills Works well in a team environment Analytical Troubleshooting - Problem Solving Skills Customer Service - Customer Focused Skills Technical Aptitude - Ability to learn; current technical skills in Windows; Scenario/Solution understanding. Breadth Technical Experience PC Hardware knowledge (Surface Devices) Windows OS TCP/IP and general networking skills (Preferred) Basic understanding of Supply Chain Operations and Logistics Depth Technical Expertise Windows Networking (Preferred) OS Imaging (Preferred) Device Management Adaptive Communication Skills Ability to effectively share knowledge. Qualifications Required Qualifications: Language Skills – Must speak fluent Mandarin. Good Communication Skills - Spoken and written English (including technical writing), Excellent demonstrated customer service skills, five or more years industry experience with Microsoft products, Effective learning skills, Works well in a team environment, Strong problem-solving and troubleshooting skills. Preferred Qualifications 3 or more years of industry experience supporting Networking or OS imaging. Experience 5 or more years' experience in systems development, network operations, software support or I.T. consulting. Education (Preferred) B.S. Degree In C.S. Or E.E. Or Equivalent 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.

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 100% 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. This specific role will be focused on delivering world-class support for Microsoft’s Surface devices. The team works in a dynamic environment with a shifting focus to support customer and business needs. Some examples of focus areas are technical customer escalations, new product readiness, frontline triage and support, tools and process improvement. This team and role provides a chance to contribute independently to enhance support practices across Microsoft's support organization. This role is a senior level position. The ideal candidate will bring significant experience troubleshooting at the networking layer. At the same time, the ideal candidate will also be excited to collaborate with a diverse set of stakeholders. We are seeking an Escalation Engineer who can tailor technical discussions to suit the audience's level of understanding. Candidate must have a strong familiarization with Copilot and a foundational understanding and curiosity for AI. Responsibilities Roles and Responsibilities Acts as a primary contact for moderate to highly complex (e.g., longer running issues or more sensitive issues) escalation issues for customers. Collaborates with various internal and external teams to resolve customer issues. Communicates with customers to understand their issue and improve their Microsoft experiences. Leads inter-regions or cross-group initiatives to improve customer support experience for a group of customers or a specific region/area. Address complex issues with extensive product knowledge and specialty, often requiring advanced customer skills in technically and politically sensitive situations. Handles escalated issues, removing barriers to resolve customer incidents. Ensures processes don't hinder resolutions. Guides Support Escalation team members and Delivery Partner advocates on managing complex technical cases. Manage customer relationships and document their cases thoroughly. Collaborate on technical issues across teams and products by liaising with resources from different groups as needed to resolve customer problems. Engage in consistent collaboration with Support Engineers across various levels and technology domains. Report software bugs and customer suggestions to the product group. Prepare and maintain technical documentation for the knowledge base, create and update user guides, FAQs, and support materials for customers, and develop and manage internal training materials to ensure team members are up-to-date with the latest technical information. Skills/Knowledge Good Communication Skills - Spoken and written English and Mandarin. Excellent demonstrated customer service skills Works well in a team environment Analytical Troubleshooting - Problem Solving Skills Customer Service - Customer Focused Skills Technical Aptitude - Ability to learn; current technical skills in Windows; Scenario/Solution understanding. Breadth Technical Experience PC Hardware knowledge (Surface Devices) Windows OS TCP/IP and general networking skills (Preferred) Basic understanding of Supply Chain Operations and Logistics Depth Technical Expertise Windows Networking (Preferred) OS Imaging (Preferred) Device Management Adaptive Communication Skills Ability to effectively share knowledge. Qualifications Required Qualifications: Language Skills – Must speak fluent Mandarin. Good Communication Skills - Spoken and written English (including technical writing), Excellent demonstrated customer service skills, five or more years industry experience with Microsoft products, Effective learning skills, Works well in a team environment, Strong problem-solving and troubleshooting skills. Preferred Qualifications 3 or more years of industry experience supporting Networking or OS imaging. Experience 5 or more years' experience in systems development, network operations, software support or I.T. consulting. Education (Preferred) B.S. Degree In C.S. Or E.E. Or Equivalent 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.

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 100% 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. This specific role will be focused on delivering world-class support for Microsoft’s Surface devices. The team works in a dynamic environment with a shifting focus to support customer and business needs. Some examples of focus areas are technical customer escalations, new product readiness, frontline triage and support, tools and process improvement. This team and role provides a chance to contribute independently to enhance support practices across Microsoft's support organization. This role is a senior level position. The ideal candidate will bring significant experience troubleshooting at the networking layer. At the same time, the ideal candidate will also be excited to collaborate with a diverse set of stakeholders. We are seeking an Escalation Engineer who can tailor technical discussions to suit the audience's level of understanding. Candidate must have a strong familiarization with Copilot and a foundational understanding and curiosity for AI. Responsibilities Roles and Responsibilities Acts as a primary contact for moderate to highly complex (e.g., longer running issues or more sensitive issues) escalation issues for customers. Collaborates with various internal and external teams to resolve customer issues. Communicates with customers to understand their issue and improve their Microsoft experiences. Leads inter-regions or cross-group initiatives to improve customer support experience for a group of customers or a specific region/area. Address complex issues with extensive product knowledge and specialty, often requiring advanced customer skills in technically and politically sensitive situations. Handles escalated issues, removing barriers to resolve customer incidents. Ensures processes don't hinder resolutions. Guides Support Escalation team members and Delivery Partner advocates on managing complex technical cases. Manage customer relationships and document their cases thoroughly. Collaborate on technical issues across teams and products by liaising with resources from different groups as needed to resolve customer problems. Engage in consistent collaboration with Support Engineers across various levels and technology domains. Report software bugs and customer suggestions to the product group. Prepare and maintain technical documentation for the knowledge base, create and update user guides, FAQs, and support materials for customers, and develop and manage internal training materials to ensure team members are up-to-date with the latest technical information. Skills/Knowledge Good Communication Skills - Spoken and written English and Mandarin. Excellent demonstrated customer service skills Works well in a team environment Analytical Troubleshooting - Problem Solving Skills Customer Service - Customer Focused Skills Technical Aptitude - Ability to learn; current technical skills in Windows; Scenario/Solution understanding. Breadth Technical Experience PC Hardware knowledge (Surface Devices) Windows OS TCP/IP and general networking skills (Preferred) Basic understanding of Supply Chain Operations and Logistics Depth Technical Expertise Windows Networking (Preferred) OS Imaging (Preferred) Device Management Adaptive Communication Skills Ability to effectively share knowledge. Qualifications Required Qualifications: Language Skills – Must speak fluent Mandarin. Good Communication Skills - Spoken and written English (including technical writing), Excellent demonstrated customer service skills, five or more years industry experience with Microsoft products, Effective learning skills, Works well in a team environment, Strong problem-solving and troubleshooting skills. Preferred Qualifications 3 or more years of industry experience supporting Networking or OS imaging. Experience 5 or more years' experience in systems development, network operations, software support or I.T. consulting. Education (Preferred) B.S. Degree In C.S. Or E.E. Or Equivalent 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.

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 100% 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. This specific role will be focused on delivering world-class support for Microsoft’s Surface devices. The team works in a dynamic environment with a shifting focus to support customer and business needs. Some examples of focus areas are technical customer escalations, new product readiness, frontline triage and support, tools and process improvement. This team and role provides a chance to contribute independently to enhance support practices across Microsoft's support organization. This role is a senior level position. The ideal candidate will bring significant experience troubleshooting at the networking layer. At the same time, the ideal candidate will also be excited to collaborate with a diverse set of stakeholders. We are seeking an Escalation Engineer who can tailor technical discussions to suit the audience's level of understanding. Candidate must have a strong familiarization with Copilot and a foundational understanding and curiosity for AI. Responsibilities Roles and Responsibilities Acts as a primary contact for moderate to highly complex (e.g., longer running issues or more sensitive issues) escalation issues for customers. Collaborates with various internal and external teams to resolve customer issues. Communicates with customers to understand their issue and improve their Microsoft experiences. Leads inter-regions or cross-group initiatives to improve customer support experience for a group of customers or a specific region/area. Address complex issues with extensive product knowledge and specialty, often requiring advanced customer skills in technically and politically sensitive situations. Handles escalated issues, removing barriers to resolve customer incidents. Ensures processes don't hinder resolutions. Guides Support Escalation team members and Delivery Partner advocates on managing complex technical cases. Manage customer relationships and document their cases thoroughly. Collaborate on technical issues across teams and products by liaising with resources from different groups as needed to resolve customer problems. Engage in consistent collaboration with Support Engineers across various levels and technology domains. Report software bugs and customer suggestions to the product group. Prepare and maintain technical documentation for the knowledge base, create and update user guides, FAQs, and support materials for customers, and develop and manage internal training materials to ensure team members are up-to-date with the latest technical information. Skills/Knowledge Good Communication Skills - Spoken and written English and Mandarin. Excellent demonstrated customer service skills Works well in a team environment Analytical Troubleshooting - Problem Solving Skills Customer Service - Customer Focused Skills Technical Aptitude - Ability to learn; current technical skills in Windows; Scenario/Solution understanding. Breadth Technical Experience PC Hardware knowledge (Surface Devices) Windows OS TCP/IP and general networking skills (Preferred) Basic understanding of Supply Chain Operations and Logistics Depth Technical Expertise Windows Networking (Preferred) OS Imaging (Preferred) Device Management Adaptive Communication Skills Ability to effectively share knowledge. Qualifications Required Qualifications: Language Skills – Must speak fluent Mandarin. Good Communication Skills - Spoken and written English (including technical writing), Excellent demonstrated customer service skills, five or more years industry experience with Microsoft products, Effective learning skills, Works well in a team environment, Strong problem-solving and troubleshooting skills. Preferred Qualifications 3 or more years of industry experience supporting Networking or OS imaging. Experience 5 or more years' experience in systems development, network operations, software support or I.T. consulting. Education (Preferred) B.S. Degree In C.S. Or E.E. Or Equivalent 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.

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 100% 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. This specific role will be focused on delivering world-class support for Microsoft’s Surface devices. The team works in a dynamic environment with a shifting focus to support customer and business needs. Some examples of focus areas are technical customer escalations, new product readiness, frontline triage and support, tools and process improvement. This team and role provides a chance to contribute independently to enhance support practices across Microsoft's support organization. This role is a senior level position. The ideal candidate will bring significant experience troubleshooting at the networking layer. At the same time, the ideal candidate will also be excited to collaborate with a diverse set of stakeholders. We are seeking an Escalation Engineer who can tailor technical discussions to suit the audience's level of understanding. Candidate must have a strong familiarization with Copilot and a foundational understanding and curiosity for AI. Responsibilities Roles and Responsibilities Acts as a primary contact for moderate to highly complex (e.g., longer running issues or more sensitive issues) escalation issues for customers. Collaborates with various internal and external teams to resolve customer issues. Communicates with customers to understand their issue and improve their Microsoft experiences. Leads inter-regions or cross-group initiatives to improve customer support experience for a group of customers or a specific region/area. Address complex issues with extensive product knowledge and specialty, often requiring advanced customer skills in technically and politically sensitive situations. Handles escalated issues, removing barriers to resolve customer incidents. Ensures processes don't hinder resolutions. Guides Support Escalation team members and Delivery Partner advocates on managing complex technical cases. Manage customer relationships and document their cases thoroughly. Collaborate on technical issues across teams and products by liaising with resources from different groups as needed to resolve customer problems. Engage in consistent collaboration with Support Engineers across various levels and technology domains. Report software bugs and customer suggestions to the product group. Prepare and maintain technical documentation for the knowledge base, create and update user guides, FAQs, and support materials for customers, and develop and manage internal training materials to ensure team members are up-to-date with the latest technical information. Skills/Knowledge Good Communication Skills - Spoken and written English and Mandarin. Excellent demonstrated customer service skills Works well in a team environment Analytical Troubleshooting - Problem Solving Skills Customer Service - Customer Focused Skills Technical Aptitude - Ability to learn; current technical skills in Windows; Scenario/Solution understanding. Breadth Technical Experience PC Hardware knowledge (Surface Devices) Windows OS TCP/IP and general networking skills (Preferred) Basic understanding of Supply Chain Operations and Logistics Depth Technical Expertise Windows Networking (Preferred) OS Imaging (Preferred) Device Management Adaptive Communication Skills Ability to effectively share knowledge. Qualifications Required Qualifications: Language Skills – Must speak fluent Mandarin. Good Communication Skills - Spoken and written English (including technical writing), Excellent demonstrated customer service skills, five or more years industry experience with Microsoft products, Effective learning skills, Works well in a team environment, Strong problem-solving and troubleshooting skills. Preferred Qualifications 3 or more years of industry experience supporting Networking or OS imaging. Experience 5 or more years' experience in systems development, network operations, software support or I.T. consulting. Education (Preferred) B.S. Degree In C.S. Or E.E. Or Equivalent 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.

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 100% 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. This specific role will be focused on delivering world-class support for Microsoft’s Surface devices. The team works in a dynamic environment with a shifting focus to support customer and business needs. Some examples of focus areas are technical customer escalations, new product readiness, frontline triage and support, tools and process improvement. This team and role provides a chance to contribute independently to enhance support practices across Microsoft's support organization. This role is a senior level position. The ideal candidate will bring significant experience troubleshooting at the networking layer. At the same time, the ideal candidate will also be excited to collaborate with a diverse set of stakeholders. We are seeking an Escalation Engineer who can tailor technical discussions to suit the audience's level of understanding. Candidate must have a strong familiarization with Copilot and a foundational understanding and curiosity for AI. Responsibilities Roles and Responsibilities Acts as a primary contact for moderate to highly complex (e.g., longer running issues or more sensitive issues) escalation issues for customers. Collaborates with various internal and external teams to resolve customer issues. Communicates with customers to understand their issue and improve their Microsoft experiences. Leads inter-regions or cross-group initiatives to improve customer support experience for a group of customers or a specific region/area. Address complex issues with extensive product knowledge and specialty, often requiring advanced customer skills in technically and politically sensitive situations. Handles escalated issues, removing barriers to resolve customer incidents. Ensures processes don't hinder resolutions. Guides Support Escalation team members and Delivery Partner advocates on managing complex technical cases. Manage customer relationships and document their cases thoroughly. Collaborate on technical issues across teams and products by liaising with resources from different groups as needed to resolve customer problems. Engage in consistent collaboration with Support Engineers across various levels and technology domains. Report software bugs and customer suggestions to the product group. Prepare and maintain technical documentation for the knowledge base, create and update user guides, FAQs, and support materials for customers, and develop and manage internal training materials to ensure team members are up-to-date with the latest technical information. Skills/Knowledge Good Communication Skills - Spoken and written English and Mandarin. Excellent demonstrated customer service skills Works well in a team environment Analytical Troubleshooting - Problem Solving Skills Customer Service - Customer Focused Skills Technical Aptitude - Ability to learn; current technical skills in Windows; Scenario/Solution understanding. Breadth Technical Experience PC Hardware knowledge (Surface Devices) Windows OS TCP/IP and general networking skills (Preferred) Basic understanding of Supply Chain Operations and Logistics Depth Technical Expertise Windows Networking (Preferred) OS Imaging (Preferred) Device Management Adaptive Communication Skills Ability to effectively share knowledge. Qualifications Required Qualifications: Language Skills – Must speak fluent Mandarin. Good Communication Skills - Spoken and written English (including technical writing), Excellent demonstrated customer service skills, five or more years industry experience with Microsoft products, Effective learning skills, Works well in a team environment, Strong problem-solving and troubleshooting skills. Preferred Qualifications 3 or more years of industry experience supporting Networking or OS imaging. Experience 5 or more years' experience in systems development, network operations, software support or I.T. consulting. Education (Preferred) B.S. Degree In C.S. Or E.E. Or Equivalent 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.

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 100% 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. This specific role will be focused on delivering world-class support for Microsoft’s Surface devices. The team works in a dynamic environment with a shifting focus to support customer and business needs. Some examples of focus areas are technical customer escalations, new product readiness, frontline triage and support, tools and process improvement. This team and role provides a chance to contribute independently to enhance support practices across Microsoft's support organization. This role is a senior level position. The ideal candidate will bring significant experience troubleshooting at the networking layer. At the same time, the ideal candidate will also be excited to collaborate with a diverse set of stakeholders. We are seeking an Escalation Engineer who can tailor technical discussions to suit the audience's level of understanding. Candidate must have a strong familiarization with Copilot and a foundational understanding and curiosity for AI. Responsibilities Roles and Responsibilities Acts as a primary contact for moderate to highly complex (e.g., longer running issues or more sensitive issues) escalation issues for customers. Collaborates with various internal and external teams to resolve customer issues. Communicates with customers to understand their issue and improve their Microsoft experiences. Leads inter-regions or cross-group initiatives to improve customer support experience for a group of customers or a specific region/area. Address complex issues with extensive product knowledge and specialty, often requiring advanced customer skills in technically and politically sensitive situations. Handles escalated issues, removing barriers to resolve customer incidents. Ensures processes don't hinder resolutions. Guides Support Escalation team members and Delivery Partner advocates on managing complex technical cases. Manage customer relationships and document their cases thoroughly. Collaborate on technical issues across teams and products by liaising with resources from different groups as needed to resolve customer problems. Engage in consistent collaboration with Support Engineers across various levels and technology domains. Report software bugs and customer suggestions to the product group. Prepare and maintain technical documentation for the knowledge base, create and update user guides, FAQs, and support materials for customers, and develop and manage internal training materials to ensure team members are up-to-date with the latest technical information. Skills/Knowledge Good Communication Skills - Spoken and written English and Mandarin. Excellent demonstrated customer service skills Works well in a team environment Analytical Troubleshooting - Problem Solving Skills Customer Service - Customer Focused Skills Technical Aptitude - Ability to learn; current technical skills in Windows; Scenario/Solution understanding. Breadth Technical Experience PC Hardware knowledge (Surface Devices) Windows OS TCP/IP and general networking skills (Preferred) Basic understanding of Supply Chain Operations and Logistics Depth Technical Expertise Windows Networking (Preferred) OS Imaging (Preferred) Device Management Adaptive Communication Skills Ability to effectively share knowledge. Qualifications Required Qualifications: Language Skills – Must speak fluent Mandarin. Good Communication Skills - Spoken and written English (including technical writing), Excellent demonstrated customer service skills, five or more years industry experience with Microsoft products, Effective learning skills, Works well in a team environment, Strong problem-solving and troubleshooting skills. Preferred Qualifications 3 or more years of industry experience supporting Networking or OS imaging. Experience 5 or more years' experience in systems development, network operations, software support or I.T. consulting. Education (Preferred) B.S. Degree In C.S. Or E.E. Or Equivalent 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.

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 100% 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. This specific role will be focused on delivering world-class support for Microsoft’s Surface devices. The team works in a dynamic environment with a shifting focus to support customer and business needs. Some examples of focus areas are technical customer escalations, new product readiness, frontline triage and support, tools and process improvement. This team and role provides a chance to contribute independently to enhance support practices across Microsoft's support organization. This role is a senior level position. The ideal candidate will bring significant experience troubleshooting at the networking layer. At the same time, the ideal candidate will also be excited to collaborate with a diverse set of stakeholders. We are seeking an Escalation Engineer who can tailor technical discussions to suit the audience's level of understanding. Candidate must have a strong familiarization with Copilot and a foundational understanding and curiosity for AI. Responsibilities Roles and Responsibilities Acts as a primary contact for moderate to highly complex (e.g., longer running issues or more sensitive issues) escalation issues for customers. Collaborates with various internal and external teams to resolve customer issues. Communicates with customers to understand their issue and improve their Microsoft experiences. Leads inter-regions or cross-group initiatives to improve customer support experience for a group of customers or a specific region/area. Address complex issues with extensive product knowledge and specialty, often requiring advanced customer skills in technically and politically sensitive situations. Handles escalated issues, removing barriers to resolve customer incidents. Ensures processes don't hinder resolutions. Guides Support Escalation team members and Delivery Partner advocates on managing complex technical cases. Manage customer relationships and document their cases thoroughly. Collaborate on technical issues across teams and products by liaising with resources from different groups as needed to resolve customer problems. Engage in consistent collaboration with Support Engineers across various levels and technology domains. Report software bugs and customer suggestions to the product group. Prepare and maintain technical documentation for the knowledge base, create and update user guides, FAQs, and support materials for customers, and develop and manage internal training materials to ensure team members are up-to-date with the latest technical information. Skills/Knowledge Good Communication Skills - Spoken and written English and Mandarin. Excellent demonstrated customer service skills Works well in a team environment Analytical Troubleshooting - Problem Solving Skills Customer Service - Customer Focused Skills Technical Aptitude - Ability to learn; current technical skills in Windows; Scenario/Solution understanding. Breadth Technical Experience PC Hardware knowledge (Surface Devices) Windows OS TCP/IP and general networking skills (Preferred) Basic understanding of Supply Chain Operations and Logistics Depth Technical Expertise Windows Networking (Preferred) OS Imaging (Preferred) Device Management Adaptive Communication Skills Ability to effectively share knowledge. Qualifications Required Qualifications: Language Skills – Must speak fluent Mandarin. Good Communication Skills - Spoken and written English (including technical writing), Excellent demonstrated customer service skills, five or more years industry experience with Microsoft products, Effective learning skills, Works well in a team environment, Strong problem-solving and troubleshooting skills. Preferred Qualifications 3 or more years of industry experience supporting Networking or OS imaging. Experience 5 or more years' experience in systems development, network operations, software support or I.T. consulting. Education (Preferred) B.S. Degree In C.S. Or E.E. Or Equivalent 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.

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 100% 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. This specific role will be focused on delivering world-class support for Microsoft’s Surface devices. The team works in a dynamic environment with a shifting focus to support customer and business needs. Some examples of focus areas are technical customer escalations, new product readiness, frontline triage and support, tools and process improvement. This team and role provides a chance to contribute independently to enhance support practices across Microsoft's support organization. This role is a senior level position. The ideal candidate will bring significant experience troubleshooting at the networking layer. At the same time, the ideal candidate will also be excited to collaborate with a diverse set of stakeholders. We are seeking an Escalation Engineer who can tailor technical discussions to suit the audience's level of understanding. Candidate must have a strong familiarization with Copilot and a foundational understanding and curiosity for AI. Responsibilities Roles and Responsibilities Acts as a primary contact for moderate to highly complex (e.g., longer running issues or more sensitive issues) escalation issues for customers. Collaborates with various internal and external teams to resolve customer issues. Communicates with customers to understand their issue and improve their Microsoft experiences. Leads inter-regions or cross-group initiatives to improve customer support experience for a group of customers or a specific region/area. Address complex issues with extensive product knowledge and specialty, often requiring advanced customer skills in technically and politically sensitive situations. Handles escalated issues, removing barriers to resolve customer incidents. Ensures processes don't hinder resolutions. Guides Support Escalation team members and Delivery Partner advocates on managing complex technical cases. Manage customer relationships and document their cases thoroughly. Collaborate on technical issues across teams and products by liaising with resources from different groups as needed to resolve customer problems. Engage in consistent collaboration with Support Engineers across various levels and technology domains. Report software bugs and customer suggestions to the product group. Prepare and maintain technical documentation for the knowledge base, create and update user guides, FAQs, and support materials for customers, and develop and manage internal training materials to ensure team members are up-to-date with the latest technical information. Skills/Knowledge Good Communication Skills - Spoken and written English and Mandarin. Excellent demonstrated customer service skills Works well in a team environment Analytical Troubleshooting - Problem Solving Skills Customer Service - Customer Focused Skills Technical Aptitude - Ability to learn; current technical skills in Windows; Scenario/Solution understanding. Breadth Technical Experience PC Hardware knowledge (Surface Devices) Windows OS TCP/IP and general networking skills (Preferred) Basic understanding of Supply Chain Operations and Logistics Depth Technical Expertise Windows Networking (Preferred) OS Imaging (Preferred) Device Management Adaptive Communication Skills Ability to effectively share knowledge. Qualifications Required Qualifications: Language Skills – Must speak fluent Mandarin. Good Communication Skills - Spoken and written English (including technical writing), Excellent demonstrated customer service skills, five or more years industry experience with Microsoft products, Effective learning skills, Works well in a team environment, Strong problem-solving and troubleshooting skills. Preferred Qualifications 3 or more years of industry experience supporting Networking or OS imaging. Experience 5 or more years' experience in systems development, network operations, software support or I.T. consulting. Education (Preferred) B.S. Degree In C.S. Or E.E. Or Equivalent 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.

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 100% 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. This specific role will be focused on delivering world-class support for Microsoft’s Surface devices. The team works in a dynamic environment with a shifting focus to support customer and business needs. Some examples of focus areas are technical customer escalations, new product readiness, frontline triage and support, tools and process improvement. This team and role provides a chance to contribute independently to enhance support practices across Microsoft's support organization. This role is a senior level position. The ideal candidate will bring significant experience troubleshooting at the networking layer. At the same time, the ideal candidate will also be excited to collaborate with a diverse set of stakeholders. We are seeking an Escalation Engineer who can tailor technical discussions to suit the audience's level of understanding. Candidate must have a strong familiarization with Copilot and a foundational understanding and curiosity for AI. Responsibilities Roles and Responsibilities Acts as a primary contact for moderate to highly complex (e.g., longer running issues or more sensitive issues) escalation issues for customers. Collaborates with various internal and external teams to resolve customer issues. Communicates with customers to understand their issue and improve their Microsoft experiences. Leads inter-regions or cross-group initiatives to improve customer support experience for a group of customers or a specific region/area. Address complex issues with extensive product knowledge and specialty, often requiring advanced customer skills in technically and politically sensitive situations. Handles escalated issues, removing barriers to resolve customer incidents. Ensures processes don't hinder resolutions. Guides Support Escalation team members and Delivery Partner advocates on managing complex technical cases. Manage customer relationships and document their cases thoroughly. Collaborate on technical issues across teams and products by liaising with resources from different groups as needed to resolve customer problems. Engage in consistent collaboration with Support Engineers across various levels and technology domains. Report software bugs and customer suggestions to the product group. Prepare and maintain technical documentation for the knowledge base, create and update user guides, FAQs, and support materials for customers, and develop and manage internal training materials to ensure team members are up-to-date with the latest technical information. Skills/Knowledge Good Communication Skills - Spoken and written English and Mandarin. Excellent demonstrated customer service skills Works well in a team environment Analytical Troubleshooting - Problem Solving Skills Customer Service - Customer Focused Skills Technical Aptitude - Ability to learn; current technical skills in Windows; Scenario/Solution understanding. Breadth Technical Experience PC Hardware knowledge (Surface Devices) Windows OS TCP/IP and general networking skills (Preferred) Basic understanding of Supply Chain Operations and Logistics Depth Technical Expertise Windows Networking (Preferred) OS Imaging (Preferred) Device Management Adaptive Communication Skills Ability to effectively share knowledge. Qualifications Required Qualifications: Language Skills – Must speak fluent Mandarin. Good Communication Skills - Spoken and written English (including technical writing), Excellent demonstrated customer service skills, five or more years industry experience with Microsoft products, Effective learning skills, Works well in a team environment, Strong problem-solving and troubleshooting skills. Preferred Qualifications 3 or more years of industry experience supporting Networking or OS imaging. Experience 5 or more years' experience in systems development, network operations, software support or I.T. consulting. Education (Preferred) B.S. Degree In C.S. Or E.E. Or Equivalent 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.

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 100% 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. This specific role will be focused on delivering world-class support for Microsoft’s Surface devices. The team works in a dynamic environment with a shifting focus to support customer and business needs. Some examples of focus areas are technical customer escalations, new product readiness, frontline triage and support, tools and process improvement. This team and role provides a chance to contribute independently to enhance support practices across Microsoft's support organization. This role is a senior level position. The ideal candidate will bring significant experience troubleshooting at the networking layer. At the same time, the ideal candidate will also be excited to collaborate with a diverse set of stakeholders. We are seeking an Escalation Engineer who can tailor technical discussions to suit the audience's level of understanding. Candidate must have a strong familiarization with Copilot and a foundational understanding and curiosity for AI. Responsibilities Roles and Responsibilities Acts as a primary contact for moderate to highly complex (e.g., longer running issues or more sensitive issues) escalation issues for customers. Collaborates with various internal and external teams to resolve customer issues. Communicates with customers to understand their issue and improve their Microsoft experiences. Leads inter-regions or cross-group initiatives to improve customer support experience for a group of customers or a specific region/area. Address complex issues with extensive product knowledge and specialty, often requiring advanced customer skills in technically and politically sensitive situations. Handles escalated issues, removing barriers to resolve customer incidents. Ensures processes don't hinder resolutions. Guides Support Escalation team members and Delivery Partner advocates on managing complex technical cases. Manage customer relationships and document their cases thoroughly. Collaborate on technical issues across teams and products by liaising with resources from different groups as needed to resolve customer problems. Engage in consistent collaboration with Support Engineers across various levels and technology domains. Report software bugs and customer suggestions to the product group. Prepare and maintain technical documentation for the knowledge base, create and update user guides, FAQs, and support materials for customers, and develop and manage internal training materials to ensure team members are up-to-date with the latest technical information. Skills/Knowledge Good Communication Skills - Spoken and written English and Mandarin. Excellent demonstrated customer service skills Works well in a team environment Analytical Troubleshooting - Problem Solving Skills Customer Service - Customer Focused Skills Technical Aptitude - Ability to learn; current technical skills in Windows; Scenario/Solution understanding. Breadth Technical Experience PC Hardware knowledge (Surface Devices) Windows OS TCP/IP and general networking skills (Preferred) Basic understanding of Supply Chain Operations and Logistics Depth Technical Expertise Windows Networking (Preferred) OS Imaging (Preferred) Device Management Adaptive Communication Skills Ability to effectively share knowledge. Qualifications Required Qualifications: Language Skills – Must speak fluent Mandarin. Good Communication Skills - Spoken and written English (including technical writing), Excellent demonstrated customer service skills, five or more years industry experience with Microsoft products, Effective learning skills, Works well in a team environment, Strong problem-solving and troubleshooting skills. Preferred Qualifications 3 or more years of industry experience supporting Networking or OS imaging. Experience 5 or more years' experience in systems development, network operations, software support or I.T. consulting. Education (Preferred) B.S. Degree In C.S. Or E.E. Or Equivalent 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.

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 100% 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. This specific role will be focused on delivering world-class support for Microsoft’s Surface devices. The team works in a dynamic environment with a shifting focus to support customer and business needs. Some examples of focus areas are technical customer escalations, new product readiness, frontline triage and support, tools and process improvement. This team and role provides a chance to contribute independently to enhance support practices across Microsoft's support organization. This role is a senior level position. The ideal candidate will bring significant experience troubleshooting at the networking layer. At the same time, the ideal candidate will also be excited to collaborate with a diverse set of stakeholders. We are seeking an Escalation Engineer who can tailor technical discussions to suit the audience's level of understanding. Candidate must have a strong familiarization with Copilot and a foundational understanding and curiosity for AI. Responsibilities Roles and Responsibilities Acts as a primary contact for moderate to highly complex (e.g., longer running issues or more sensitive issues) escalation issues for customers. Collaborates with various internal and external teams to resolve customer issues. Communicates with customers to understand their issue and improve their Microsoft experiences. Leads inter-regions or cross-group initiatives to improve customer support experience for a group of customers or a specific region/area. Address complex issues with extensive product knowledge and specialty, often requiring advanced customer skills in technically and politically sensitive situations. Handles escalated issues, removing barriers to resolve customer incidents. Ensures processes don't hinder resolutions. Guides Support Escalation team members and Delivery Partner advocates on managing complex technical cases. Manage customer relationships and document their cases thoroughly. Collaborate on technical issues across teams and products by liaising with resources from different groups as needed to resolve customer problems. Engage in consistent collaboration with Support Engineers across various levels and technology domains. Report software bugs and customer suggestions to the product group. Prepare and maintain technical documentation for the knowledge base, create and update user guides, FAQs, and support materials for customers, and develop and manage internal training materials to ensure team members are up-to-date with the latest technical information. Skills/Knowledge Good Communication Skills - Spoken and written English and Mandarin. Excellent demonstrated customer service skills Works well in a team environment Analytical Troubleshooting - Problem Solving Skills Customer Service - Customer Focused Skills Technical Aptitude - Ability to learn; current technical skills in Windows; Scenario/Solution understanding. Breadth Technical Experience PC Hardware knowledge (Surface Devices) Windows OS TCP/IP and general networking skills (Preferred) Basic understanding of Supply Chain Operations and Logistics Depth Technical Expertise Windows Networking (Preferred) OS Imaging (Preferred) Device Management Adaptive Communication Skills Ability to effectively share knowledge. Qualifications Required Qualifications: Language Skills – Must speak fluent Mandarin. Good Communication Skills - Spoken and written English (including technical writing), Excellent demonstrated customer service skills, five or more years industry experience with Microsoft products, Effective learning skills, Works well in a team environment, Strong problem-solving and troubleshooting skills. Preferred Qualifications 3 or more years of industry experience supporting Networking or OS imaging. Experience 5 or more years' experience in systems development, network operations, software support or I.T. consulting. Education (Preferred) B.S. Degree In C.S. Or E.E. Or Equivalent 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.

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 100% 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. This specific role will be focused on delivering world-class support for Microsoft’s Surface devices. The team works in a dynamic environment with a shifting focus to support customer and business needs. Some examples of focus areas are technical customer escalations, new product readiness, frontline triage and support, tools and process improvement. This team and role provides a chance to contribute independently to enhance support practices across Microsoft's support organization. This role is a senior level position. The ideal candidate will bring significant experience troubleshooting at the networking layer. At the same time, the ideal candidate will also be excited to collaborate with a diverse set of stakeholders. We are seeking an Escalation Engineer who can tailor technical discussions to suit the audience's level of understanding. Candidate must have a strong familiarization with Copilot and a foundational understanding and curiosity for AI. Responsibilities Roles and Responsibilities Acts as a primary contact for moderate to highly complex (e.g., longer running issues or more sensitive issues) escalation issues for customers. Collaborates with various internal and external teams to resolve customer issues. Communicates with customers to understand their issue and improve their Microsoft experiences. Leads inter-regions or cross-group initiatives to improve customer support experience for a group of customers or a specific region/area. Address complex issues with extensive product knowledge and specialty, often requiring advanced customer skills in technically and politically sensitive situations. Handles escalated issues, removing barriers to resolve customer incidents. Ensures processes don't hinder resolutions. Guides Support Escalation team members and Delivery Partner advocates on managing complex technical cases. Manage customer relationships and document their cases thoroughly. Collaborate on technical issues across teams and products by liaising with resources from different groups as needed to resolve customer problems. Engage in consistent collaboration with Support Engineers across various levels and technology domains. Report software bugs and customer suggestions to the product group. Prepare and maintain technical documentation for the knowledge base, create and update user guides, FAQs, and support materials for customers, and develop and manage internal training materials to ensure team members are up-to-date with the latest technical information. Skills/Knowledge Good Communication Skills - Spoken and written English and Mandarin. Excellent demonstrated customer service skills Works well in a team environment Analytical Troubleshooting - Problem Solving Skills Customer Service - Customer Focused Skills Technical Aptitude - Ability to learn; current technical skills in Windows; Scenario/Solution understanding. Breadth Technical Experience PC Hardware knowledge (Surface Devices) Windows OS TCP/IP and general networking skills (Preferred) Basic understanding of Supply Chain Operations and Logistics Depth Technical Expertise Windows Networking (Preferred) OS Imaging (Preferred) Device Management Adaptive Communication Skills Ability to effectively share knowledge. Qualifications Required Qualifications: Language Skills – Must speak fluent Mandarin. Good Communication Skills - Spoken and written English (including technical writing), Excellent demonstrated customer service skills, five or more years industry experience with Microsoft products, Effective learning skills, Works well in a team environment, Strong problem-solving and troubleshooting skills. Preferred Qualifications 3 or more years of industry experience supporting Networking or OS imaging. Experience 5 or more years' experience in systems development, network operations, software support or I.T. consulting. Education (Preferred) B.S. Degree In C.S. Or E.E. Or Equivalent 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.

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 100% 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. This specific role will be focused on delivering world-class support for Microsoft’s Surface devices. The team works in a dynamic environment with a shifting focus to support customer and business needs. Some examples of focus areas are technical customer escalations, new product readiness, frontline triage and support, tools and process improvement. This team and role provides a chance to contribute independently to enhance support practices across Microsoft's support organization. This role is a senior level position. The ideal candidate will bring significant experience troubleshooting at the networking layer. At the same time, the ideal candidate will also be excited to collaborate with a diverse set of stakeholders. We are seeking an Escalation Engineer who can tailor technical discussions to suit the audience's level of understanding. Candidate must have a strong familiarization with Copilot and a foundational understanding and curiosity for AI. Responsibilities Roles and Responsibilities Acts as a primary contact for moderate to highly complex (e.g., longer running issues or more sensitive issues) escalation issues for customers. Collaborates with various internal and external teams to resolve customer issues. Communicates with customers to understand their issue and improve their Microsoft experiences. Leads inter-regions or cross-group initiatives to improve customer support experience for a group of customers or a specific region/area. Address complex issues with extensive product knowledge and specialty, often requiring advanced customer skills in technically and politically sensitive situations. Handles escalated issues, removing barriers to resolve customer incidents. Ensures processes don't hinder resolutions. Guides Support Escalation team members and Delivery Partner advocates on managing complex technical cases. Manage customer relationships and document their cases thoroughly. Collaborate on technical issues across teams and products by liaising with resources from different groups as needed to resolve customer problems. Engage in consistent collaboration with Support Engineers across various levels and technology domains. Report software bugs and customer suggestions to the product group. Prepare and maintain technical documentation for the knowledge base, create and update user guides, FAQs, and support materials for customers, and develop and manage internal training materials to ensure team members are up-to-date with the latest technical information. Skills/Knowledge Good Communication Skills - Spoken and written English and Mandarin. Excellent demonstrated customer service skills Works well in a team environment Analytical Troubleshooting - Problem Solving Skills Customer Service - Customer Focused Skills Technical Aptitude - Ability to learn; current technical skills in Windows; Scenario/Solution understanding. Breadth Technical Experience PC Hardware knowledge (Surface Devices) Windows OS TCP/IP and general networking skills (Preferred) Basic understanding of Supply Chain Operations and Logistics Depth Technical Expertise Windows Networking (Preferred) OS Imaging (Preferred) Device Management Adaptive Communication Skills Ability to effectively share knowledge. Qualifications Required Qualifications: Language Skills – Must speak fluent Mandarin. Good Communication Skills - Spoken and written English (including technical writing), Excellent demonstrated customer service skills, five or more years industry experience with Microsoft products, Effective learning skills, Works well in a team environment, Strong problem-solving and troubleshooting skills. Preferred Qualifications 3 or more years of industry experience supporting Networking or OS imaging. Experience 5 or more years' experience in systems development, network operations, software support or I.T. consulting. Education (Preferred) B.S. Degree In C.S. Or E.E. Or Equivalent 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.

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 100% 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. This specific role will be focused on delivering world-class support for Microsoft’s Surface devices. The team works in a dynamic environment with a shifting focus to support customer and business needs. Some examples of focus areas are technical customer escalations, new product readiness, frontline triage and support, tools and process improvement. This team and role provides a chance to contribute independently to enhance support practices across Microsoft's support organization. This role is a senior level position. The ideal candidate will bring significant experience troubleshooting at the networking layer. At the same time, the ideal candidate will also be excited to collaborate with a diverse set of stakeholders. We are seeking an Escalation Engineer who can tailor technical discussions to suit the audience's level of understanding. Candidate must have a strong familiarization with Copilot and a foundational understanding and curiosity for AI. Responsibilities Roles and Responsibilities Acts as a primary contact for moderate to highly complex (e.g., longer running issues or more sensitive issues) escalation issues for customers. Collaborates with various internal and external teams to resolve customer issues. Communicates with customers to understand their issue and improve their Microsoft experiences. Leads inter-regions or cross-group initiatives to improve customer support experience for a group of customers or a specific region/area. Address complex issues with extensive product knowledge and specialty, often requiring advanced customer skills in technically and politically sensitive situations. Handles escalated issues, removing barriers to resolve customer incidents. Ensures processes don't hinder resolutions. Guides Support Escalation team members and Delivery Partner advocates on managing complex technical cases. Manage customer relationships and document their cases thoroughly. Collaborate on technical issues across teams and products by liaising with resources from different groups as needed to resolve customer problems. Engage in consistent collaboration with Support Engineers across various levels and technology domains. Report software bugs and customer suggestions to the product group. Prepare and maintain technical documentation for the knowledge base, create and update user guides, FAQs, and support materials for customers, and develop and manage internal training materials to ensure team members are up-to-date with the latest technical information. Skills/Knowledge Good Communication Skills - Spoken and written English and Mandarin. Excellent demonstrated customer service skills Works well in a team environment Analytical Troubleshooting - Problem Solving Skills Customer Service - Customer Focused Skills Technical Aptitude - Ability to learn; current technical skills in Windows; Scenario/Solution understanding. Breadth Technical Experience PC Hardware knowledge (Surface Devices) Windows OS TCP/IP and general networking skills (Preferred) Basic understanding of Supply Chain Operations and Logistics Depth Technical Expertise Windows Networking (Preferred) OS Imaging (Preferred) Device Management Adaptive Communication Skills Ability to effectively share knowledge. Qualifications Required Qualifications: Language Skills – Must speak fluent Mandarin. Good Communication Skills - Spoken and written English (including technical writing), Excellent demonstrated customer service skills, five or more years industry experience with Microsoft products, Effective learning skills, Works well in a team environment, Strong problem-solving and troubleshooting skills. Preferred Qualifications 3 or more years of industry experience supporting Networking or OS imaging. Experience 5 or more years' experience in systems development, network operations, software support or I.T. consulting. Education (Preferred) B.S. Degree In C.S. Or E.E. Or Equivalent 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.

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 100% 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. This specific role will be focused on delivering world-class support for Microsoft’s Surface devices. The team works in a dynamic environment with a shifting focus to support customer and business needs. Some examples of focus areas are technical customer escalations, new product readiness, frontline triage and support, tools and process improvement. This team and role provides a chance to contribute independently to enhance support practices across Microsoft's support organization. This role is a senior level position. The ideal candidate will bring significant experience troubleshooting at the networking layer. At the same time, the ideal candidate will also be excited to collaborate with a diverse set of stakeholders. We are seeking an Escalation Engineer who can tailor technical discussions to suit the audience's level of understanding. Candidate must have a strong familiarization with Copilot and a foundational understanding and curiosity for AI. Responsibilities Roles and Responsibilities Acts as a primary contact for moderate to highly complex (e.g., longer running issues or more sensitive issues) escalation issues for customers. Collaborates with various internal and external teams to resolve customer issues. Communicates with customers to understand their issue and improve their Microsoft experiences. Leads inter-regions or cross-group initiatives to improve customer support experience for a group of customers or a specific region/area. Address complex issues with extensive product knowledge and specialty, often requiring advanced customer skills in technically and politically sensitive situations. Handles escalated issues, removing barriers to resolve customer incidents. Ensures processes don't hinder resolutions. Guides Support Escalation team members and Delivery Partner advocates on managing complex technical cases. Manage customer relationships and document their cases thoroughly. Collaborate on technical issues across teams and products by liaising with resources from different groups as needed to resolve customer problems. Engage in consistent collaboration with Support Engineers across various levels and technology domains. Report software bugs and customer suggestions to the product group. Prepare and maintain technical documentation for the knowledge base, create and update user guides, FAQs, and support materials for customers, and develop and manage internal training materials to ensure team members are up-to-date with the latest technical information. Skills/Knowledge Good Communication Skills - Spoken and written English and Mandarin. Excellent demonstrated customer service skills Works well in a team environment Analytical Troubleshooting - Problem Solving Skills Customer Service - Customer Focused Skills Technical Aptitude - Ability to learn; current technical skills in Windows; Scenario/Solution understanding. Breadth Technical Experience PC Hardware knowledge (Surface Devices) Windows OS TCP/IP and general networking skills (Preferred) Basic understanding of Supply Chain Operations and Logistics Depth Technical Expertise Windows Networking (Preferred) OS Imaging (Preferred) Device Management Adaptive Communication Skills Ability to effectively share knowledge. Qualifications Required Qualifications: Language Skills – Must speak fluent Mandarin. Good Communication Skills - Spoken and written English (including technical writing), Excellent demonstrated customer service skills, five or more years industry experience with Microsoft products, Effective learning skills, Works well in a team environment, Strong problem-solving and troubleshooting skills. Preferred Qualifications 3 or more years of industry experience supporting Networking or OS imaging. Experience 5 or more years' experience in systems development, network operations, software support or I.T. consulting. Education (Preferred) B.S. Degree In C.S. Or E.E. Or Equivalent 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.