Introduction
Microsoft is on a mission to empower every person and organization on the planet to achieve more. As part of the Customer Experience & Success (CE&S) organization, we are seeking a passionate and experienced Technical Support Engineer to join our dynamic team. This role offers an exciting opportunity to provide world-class technical support to customers, ensuring their success through expert troubleshooting, problem-solving, and collaboration with cross-functional teams. With the flexibility to work up to 50% from home, this position offers both career growth and work-life balance.
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Role Overview
As a Technical Support Engineer at Microsoft, you will be responsible for troubleshooting and resolving technical issues, ensuring the highest level of customer satisfaction. You will collaborate with various teams to address complex technical challenges and contribute to the continuous improvement of our support services. This role provides an opportunity to grow your technical skills, work in a fast-paced environment, and make a meaningful impact on Microsoft’s customer experience.
Key Responsibilities
- Own, troubleshoot, and solve customer technical issues using best practices and collaboration across teams.
- Identify cases that need escalation and create incident management requests for product and engineering teams.
- Drive initiatives for case deflection, automation, and other self-help tools to enhance customer and engineer experience.
- Participate in knowledge sharing, technical coaching, and mentoring for peers and new team members.
- Engage with cross-functional teams outside of CSS (Customer Service & Support) to provide seamless technical support.
- Lead or contribute to building internal communities to improve support delivery and customer experience.
Required Skills & Experience
- 5+ years of prior experience in technical support or customer-facing roles.
- Expertise in Azure technical support or equivalent technologies.
- Hands-on experience in Active Directory, Azure AD, ADFS, SSO configuration, and Azure MFA.
- Proficiency in troubleshooting complex scenarios in networking, DNS, Group Policies, and PKI (Public Key Infrastructure).
- Strong knowledge of Windows System Administration, PowerShell scripting, and virtualization technologies.
- Excellent communication skills in English, both written and spoken, including technical writing.
- Ability to handle large and complex enterprise environments with 1000+ users.
Preferred Qualifications
- Azure certification, especially Azure 533 certification.
- Experience with Office 365, Exchange Online, and AADConnect technologies.
- Familiarity with security protocols and authentication technologies.
- Additional technology certifications such as Cisco, Unix, or Security certifications are a plus.
About Microsoft
Microsoft is a global technology leader committed to empowering every person and organization on the planet. Our Customer Experience & Success (CE&S) organization is dedicated to delivering exceptional customer support and driving innovation. We build strong customer relationships by solving technical issues quickly and efficiently while providing proactive solutions. At Microsoft, we embrace a culture of diversity, integrity, and inclusion, where each employee has the opportunity to thrive. Join us to be part of a company that makes an impact on millions of people worldwide.
Conclusion
If you are an experienced Technical Support Engineer with a passion for customer success and technical problem-solving, we encourage you to apply for this exciting opportunity at Microsoft. Join a team that thrives on collaboration, continuous improvement, and delivering exceptional customer experiences. Apply now and take your career to new heights while making a difference in the world.