Microsoft · 17 hours ago
Technical Support Engineer IC4
United States, Texas, Irving
Full-time
Hybrid
Mid, Senior Level
$85K/yr - $170K/yr
3+ years expMicrosoft is a leading technology company, and they are seeking a Senior Technical Support Engineer to join their Customer Service & Support organization. In this role, you will troubleshoot and solve complex customer technical issues, contributing to product improvements and ensuring a seamless support experience.
Agentic AIApplication Performance ManagementArtificial Intelligence (AI)Business DevelopmentDevOpsInformation ServicesInformation TechnologyManagement Information SystemsNetwork SecuritySoftware
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
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
Preferred
Strong technical expertise in VMware technologies such as NSX-T, HCX, vCenter, vSAN, vMotion, and High Availability
Strong understanding of networking concepts including DNS, NAT, and the OSI Model, along with hands-on experience using tools like ping, tracert, tracemon, and tcpdump
Well-versed in virtualization concepts, contributing to efficient and scalable infrastructure solutions
Industry certification in VMware and/or Cisco Networking strongly desired
Fluency in Japanese Language (spoken and written) is highly desirable for business interactions in Japan and enhance regional collaboration
This role requires flexibility to support critical operational needs. The candidate is willing and able to work non‑standard hours, including evenings, weekends, and other shifts as business demands
Company
Microsoft
Microsoft is a software corporation that develops, manufactures, licenses, supports, and sells a range of software products and services.
10001+ employees
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
2025 (9192)
2024 (9343)
2023 (7677)
2022 (11403)
2021 (7210)
2020 (7852)
Funding
Current Stage
Public CompanyTotal Funding
$1MKey Investors
Technology Venture Investors
2022-12-09Post Ipo Equity
1986-03-13IPO
1981-09-01Series Unknown· $1M
Leadership Team
Satya Nadella
Chairman and CEO
Vukani Mngxati
Chief Executive Officer - Microsft South Africa
Recent News
2026-01-15
2026-01-14
Company data provided by crunchbase