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Microsoft · 1 day ago

Technical Support Engineer

United States, Washington, Redmond

Full-time

Hybrid

Entry, Mid Level

$68K/yr - $138K/yr

1+ years exp

Microsoft is a leading technology company with a mission to empower every person and organization on the planet to achieve more. The Technical Support Engineer will support Microsoft Defender for Endpoint Protection, providing technical expertise and ensuring a seamless support experience for business customers. Responsibilities include problem resolution, process improvement, and mentoring new team members.

Application Performance ManagementArtificial Intelligence (AI)Business DevelopmentData ManagementDevOpsInformation ServicesInformation TechnologyManagement Information SystemsNetwork SecuritySoftware

Growth Opportunities

No H1B

U.S. Citizen Only

Responsibilities

Identifies and provides feedback to address process gaps in an effort to streamline processes and shares best practices broadly

Identifies potential defects and escalates to more senior engineers to resolve

Applies broad knowledge of automated tools being used across other technologies and products. Provides feedback for tool improvement

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

Participates in case triage meetings and/or case discussions to share knowledge with other engineers and contribute to more rapid customer solutions. Utilizes learnings from triage meetings to identify and communicate readiness needs to manager or readiness team

Assists in the implementation of end-to-end readiness programs (e.g., mentoring, knowledge sharing or technical document creation, brown bag sessions, blogs, quality assurance checks). Develops readiness content. Mentors new Technical Support Engineers. Develops intermediate level competence on support topics

Resolves customer issues through problem solving, collaboration, and research. May take escalated issues as needed. Documents technical work and research

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

Performs in-depth product troubleshooting and remediation when needed

Collaborates on cross-team and cross-product technical issues by working with resources from other groups as needed to resolve moderately complex customer issues

Qualification

Microsoft DefenderTechnical SupportTroubleshootingWindows Operating SystemsCybersecurityCommunication SkillsMentoringCollaboration

Required

Bachelor's Degree in Computer Science, Information Technology (IT), or related field AND 1+ years of technical support, technical consulting experience, or information technology experience OR 3+ years of 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 verification: This position requires verification of citizenship due to citizenship-based legal restrictions