Microsoft · 3 hours ago

Technical Support Engineering

Colorado, United States

Full-time

Remote

Mid, Senior Level

$83K/yr - $168K/yr

5+ years exp

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Responsibilities

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.

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.

Translates feedback and creates processes and workflows for case resolution.

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

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.

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.

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.

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.

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.

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

Embody our culture and values.

Qualification

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Technical SupportTechnical ConsultingSC 900 certificationPurview Security & ComplianceFrenchPortugueseSpanish

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 U.S citizenship due to citizenship-based legal restrictions