Be an early applicantLess than 25 applicants

Company

Microsoft · 1 day ago

Technical Support Engineering

Alabama, United States

Full-time

Remote

Senior Level

$83K/yr - $168K/yr

5+ years exp

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Responsibilities

Reviews complex issues (e.g., multiple components of a product) and contacts customers to understand issue. Ensures customers stay informed as to the status/solution of their issue. Utilizes troubleshooting tools (e.g., event logs, performance traces) to help resolve customer issues.

Acts as an advisor to the customer and handles complex, repeatable, or escalated cases that may become politically charged. Creates technical articles or knowledge base (e.g., edits or creates news/ knowledge-base articles) that is internal or customer facing for better customer understand. Provides best practices and education to ensure customer understands the problem in order to proactively resolve potential issues in the future.

Own, investigate, and solve complex customer technical issues and act as an advisor to the customer, collaborating within and across teams and leveraging troubleshooting tools and practices.

Lead in building communities with peer delivery roles and share your knowledge through readiness programs, technical coaching and mentoring of others. Deepen your technical and professional proficiency to enable you to resolve complex customer issues, through training and readiness.

Provides feedback to more senior engineers or serviceability team on functionality of products based on engagements with customers. Provides feedback to the product group for product improvement. Leverages overall product knowledge to determine if and when features require enhancements.

Engage with Microsoft Engineering/ Supportability teams to investigate potential product defects and help develop automation techniques and diagnostic tools driving Microsoft product improvements.

Implements strategic business decisions with customers, partners, and teams to increase market share. Influences peers to implement strategy.

Embody our culture and values

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

Technical SupportTechnical ConsultingMicrosoft BackOffice TechnologiesMCSETechnical WritingMicrosoft Office ApplicationsProject Management

Required

5+ years technical support, technical consulting experience, or information technology experience

OR Bachelor's Degree in Computer Science, Information Technology (IT), or related field AND 3+ years technical support, technical consulting experience, or information technology experience.

Ability to meet Microsoft, customer and / or government security screening requirements are required for this role.

This position will be required to pass the Microsoft Cloud Background Check upon hire / transfer and every two years thereafter.

This position requires verification of U.S citizenship due to citizenship-based legal restrictions.

Preferred

4-year technical degree or equivalent work experience, plus a minimum of 3 years’ experience in technical support or MIS in an Enterprise environment.

Demonstrated technical competence with Microsoft BackOffice Technologies.

Conversationalist level of knowledge of all Microsoft products used in an enterprise environment. MCSE preferred.

Technical writing skills and familiarity with Microsoft Office Applications.

Ability to effectively communicate with customer managers and executives on technical and business issues.

Organization, time management, project management, and negotiation skills.