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Microsoft · 2 weeks ago

Configuration Manager- Technical Support Engineer

United States, Multiple Locations, Multiple Locations

Full-time

Hybrid

Mid, Senior Level

$85K/yr - $170K/yr

3+ years exp

Microsoft is a global leader in technology and innovation, seeking a Senior Technical Support Engineer to join their Customer Service & Support team. The role involves owning, troubleshooting, and solving complex customer technical issues while leveraging Microsoft’s AI technology to enhance customer experiences and ensure successful outcomes.

Agentic AIApplication Performance ManagementArtificial Intelligence (AI)Business DevelopmentDevOpsInformation ServicesInformation TechnologyManagement Information SystemsNetwork SecuritySoftware

Growth Opportunities

No H1B

U.S. Citizen Only

Responsibilities

Implements strategic business decisions with customers, partners, and teams to increase market share

Influences peers to implement strategy

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

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

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

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

Translates feedback and creates processes and workflows for case resolution

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

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

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

Collaborates on cross-team and cross-product technical issues by working with resources from other groups including support engineering groups, product groups, services team, and account team as needed to resolve complex customer issues

Qualification

Microsoft Endpoint Configuration ManagerWindows Server Update ServicesWindows ServersIntuneTechnical SupportProblem-solvingCommunication skills

Required

Bachelor's Degree in Computer Science, Information Technology (IT), or related field AND 3+ years of technical support, technical consulting experience, or information technology experience OR 5+ years of technical support, technical consulting experience, or information technology experience OR equivalent 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 role will require access to information that is controlled for export under export control regulations

To meet this legal requirement, and as a condition of employment, the successful candidate will be required to provide proof of citizenship, U.S. permanent residency, or other protected status for assessment of eligibility to access the export-controlled information

To meet this legal requirement, and as a condition of employment, the successful candidate's citizenship will be verified with a valid passport

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