67 applicants

Company

Microsoft · 13 hours ago

Technical Support Engineering

Irving, TX

Full-time

Remote

Mid, Senior Level

$83K/yr - $168K/yr

5+ years exp

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Data ManagementDeveloper Tools

Growth Opportunities

H1B Sponsor Likely

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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.

Performs complex product troubleshooting and remediation when needed. Works alongside the development teams to drive incident resolution for configuration, code, or other service deficiencies impacting customers. Analyzes patterns of problems and identifies workflows to optimize support engineering delivery for a team or region level.

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.

Implements end-to-end readiness programs (e.g., mentoring, leading triages, content creation, brown bag sessions, blogs, quality assurance checks, writes technical articles) and contributes to the content and readiness strategy. Mentors Technical Support Engineers or members from other teams outside of Customer Service and Support (CSS). Develops expert level competence on support topics.

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.

Engages with engineering team to investigate product bugs, provides business impact, and collaborates with appropriate stakeholders and senior team members on fixes.

Contributes to and/or develops automation techniques and diagnostic tools to improve cross-group effectiveness.

Translates feedback and creates processes and workflows for case resolution.

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 SupportCybersecurity SupportTroubleshooting ToolsTechnical ConsultingMicrosoft Technology CertificationsProcess ImprovementCustomer ExperienceMentoring

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.

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

Citizenship & Citizenship Verification: This position requires verification of citizenship due to citizenship-based legal restrictions.

Preferred

Microsoft OR IT Industry Technology Certifications

Endpoint Protection Cybersecurity Support

Company

Microsoft

Glassdoor

4.3

Microsoft is a software corporation that develops, manufactures, licenses, supports, and sells a range of software products and services.

Founded in 1975

Redmond, Washington, USA

10001+ employees

https://www.microsoft.com

H1B Sponsorship

Microsoft has a track record of offering H1B sponsorships. Please note that this does not guarantee sponsorship for this specific role. Below presents additional info for your reference. (Data Powered by US Department of Labor)

Distribution of Different Job Fields Receiving Sponsorship

Represents job field similar to this job

Trends of Total Sponsorships

2023 (5862)

2022 (11005)

2021 (8174)

2020 (6856)