Technical Support Engineering

With over 17,000 employees worldwide, the mission of the Customer Experience & Success (CE&S) organization is to empower customers to accelerate business value through differentiated customer experiences that leverage Microsoft’s products and services, ignited by our people and culture. Come join CE&S and help us build a future where customers achieve their business outcomes faster with technology that does more.

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.

This role is flexible in that you can work up to 100% from home.

If you are ready to embark on a rewarding career journey with Microsoft and contribute to delivering world-class technical support, we encourage you to apply today. Join us in empowering individuals and organizations worldwide through innovative technology solutions. 

Microsoft’s mission is to empower every person and every organization on the planet to achieve more. As employees we come together with a growth mindset, innovate to empower others and collaborate to realize our shared goals. Each day we build on our values of respect, integrity, and accountability to create a culture of inclusion where everyone can thrive at work and beyond.

Responsibilities

As a Technical Support Engineer, you will play a pivotal role in delivering an outstanding customer support experience. Your responsibilities will include: 

Taking ownership of customer technical issues, troubleshooting them effectively, and ensuring timely resolution. 
Identifying cases that require escalation and liaising with relevant teams for resolution. 
Creating and maintaining incident management requests and contributing to case deflection initiatives and automation efforts. 
Providing technical coaching, mentoring, and knowledge sharing to peers. 
Driving technical collaboration and engagement across teams and departments. 
Leading or participating in building communities with peer delivery roles. 

• Response and Resolution: You own, investigate and solve customer technical issues, collaborating within and across teams and leveraging troubleshooting tools and practices.
• Readiness: You lead or participate in building communities with peer delivery roles and, where appropriate, share your knowledge.
• You develop specific technical and professional proficiency to enable you to resolve customer issues, through training and readiness.
• Product/Process Improvement: You identify potential product defects and escalate appropriately to resolve, contributing to Microsoft product improvements.

Qualifications

Required Qualifications:

• Bachelor’s degree in Computer Science, Information Technology (IT), or a related field with experience in technical support, technical consulting, or information technology
• OR equivalent experience

Language Qualification

• English Language: Confident in reading, writing, and speaking.

To excel in this role, you should have:

• A technical degree or equivalent practical experience in areas such as network security engineering, systems administration, security, customer-facing support, or cloud administration.
• Experience deploying, administering, and/or supporting Endpoint Detection and Response (EDR), Extended Detection and Response (XDR), and Endpoint Protection Platform (EPP) endpoint security solutions.
• Experience in network security engineering or consulting, and/or systems administration security. This should include expertise in endpoint security, server security, and threat analytics.
• Experience with Windows Server, Windows Client, Active Directory, and Azure Active Directory administration.
• Enterprise cloud experience with any major cloud provider, including cloud security, networking, and migration of multi-cloud or hybrid deployments.
• Experience supporting large and complex, geographically distributed enterprise environments with 1,000+ users is a plus.

#CyberDefender

Desired Experience:

Experience in one or more of the following areas will be advantageous:

• Linux and/or Mac administration in an enterprise environment

• Experience in customer support

• Proficiency in written and oral communication in languages such as French, German, Italian, or Spanish

Professional Skills

We value the following skills and attributes:

• Fast learning abilities and a strong troubleshooting mindset

• Excellent collaboration and cross-group coordination skills

• Proven customer service abilities, including empathy and accountability

• Strong communication and documentation skills

• Resourcefulness and creative problem-solving capabilities

• Experience working in large, complex, global organizations is preferred

• Ability to thrive in a fast-paced environment

Education and Certifications

Preferred qualifications include:

• Bachelor’s degree or higher in a technical field, or relevant work experience

• Industry certifications such as Microsoft Certifications, Cisco, CISSP, CEH, Amazon AWS, etc.

Additional Notes

We highly value experience with Microsoft technologies such as Microsoft 365 Defender, Microsoft Defender for Endpoint, System Center Endpoint Protection, Azure Antimalware, Windows Defender, and Advanced Threat Protection.

Moreover, essential customer skills for success in this role include empathy, accountability, customer focus, creative problem-solving, a troubleshooting mindset, and resourcefulness.

Working Days/Hours: This role requires the engineer to work Monday through Friday, with flexible working hours if needed.

Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances.  We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request via the Accommodation request form.

Benefits/perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work.