Microsoft
Technical Support Engineering
Microsoft, Redmond, Washington, United States, 98052
With over 18,000 employees worldwide, the Microsoft Customer Experience & Success (CE&S) organization is responsible for the strategy, design, and implementation of Microsoft’s end-to-end customer experience. Come join CE&S and help us build a future where customers come to us not only because we provide industry-leading products and services, but also because we provide a differentiated and connected customer experience.
Within CE&S, the Customer Service & Support (CSS) organization builds trust and confidence for every person and organization through delivering a seamless support experience. In CSS, we help customers and partners resolve their issues quickly, prevent future problems from occurring, and demonstrate new ways to achieve more from their Microsoft investment.
Applications & Infrastructure - the largest and fastest growing group in CSS - provides Microsoft’s commercial customers with timely technical expertise to address their business-critical challenges and partners with them to advance global, cross-cloud solutions that enable their people and empower the world.
In the Customer Service & Support (CSS) team we are looking for people with a passion for delivering customer success. As a Technical Support Engineering you will own, troubleshoot and solve customer technical issues. This opportunity will allow you to accelerate your career growth by honing your problem-solving, collaboration and research skills, and developing your technical proficiency.
Microsoft’s mission is to empower every person and every organization on the planet to achieve more. As employees we come together with a growth mindset, innovate to empower others and collaborate to realize our shared goals. Each day we build on our values of respect, integrity, and accountability to create a culture of inclusion where everyone can thrive at work and beyond.
Responsibilities
Response and Resolution:
Review, investigate and solve customer technical issues, collaborating within and across teams and leveraging troubleshooting tools and practices.
Resolve customer issues through problem solving, collaboration, and research. May take escalated issues as needed. Document technical work and research.
Perform in-depth product troubleshooting and remediation when needed.
Collaborate on cross-team and cross-product technical issues by working with resources from other groups as needed to resolve moderately complex customer issues.
Readiness:
Assist 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). Develop readiness content. Mentor new Technical Support Engineers. Develop intermediate level competence on support topics.
Participate in communities with peer delivery roles.
Develop specific technical and professional proficiency to enable you to understand and resolve customer issues, through training and readiness.
Product/Process Improvement:
Identify potential product defects and provide feedback to more senior engineers, contributing to Microsoft product improvements.
Business Integration:
Participate in case triage meetings and/or case discussions to share knowledge with other engineers and contribute to more rapid customer solutions. Utilize learnings from triage meetings to identify and communicate readiness needs to manager or readiness team.
Other:
Embody our culture and values.
Qualifications
Required Qualifications:
3+ years technical support, technical consulting experience, or information technology experience
OR Bachelor's Degree in Computer Science, Information Technology (IT), or related field AND 1+ year(s) technical support, technical consulting experience, or information technology experience.
Business level fluency to read, write and speak Japanese language.
Other Requirements:
Ability to meet Microsoft, customer and / or government security screening requirements are required for this role. These requirements include, but are not limited to the following specialized security screenings: Microsoft Cloud Background Check: This position will be required to pass the Microsoft Cloud Background Check upon hire / transfer and every two years thereafter.
Preferred Qualifications:
Microsoft Technology Certifications.
Azure Fundamentals, Microsoft Certified; Azure Administrator Associate
Experience in building business systems using Windows and Linux on Azure and following Azure services.
Azure IaaS/VMSS.
Azure Storage Services (Files share).
AKS.
Azure Virtual Network.
Technical Support Engineering IC3 - The typical base pay range for this role across the U.S. is USD $66,900 - $135,000 per year. There is a different range applicable to specific work locations, within the San Francisco Bay area and New York City metropolitan area, and the base pay range for this role in those locations is USD $89,600 - $148,200 per year.
Certain roles may be eligible for benefits and other compensation. Find additional benefits and pay information here:
https://careers.microsoft.com/us/en/us-corporate-pay .
Microsoft will accept applications for the role until November 8, 2024.
Microsoft is an equal opportunity employer. Consistent with applicable law, all qualified applicants will receive consideration for employment without regard to age, ancestry, citizenship, color, family or medical care leave, gender identity or expression, genetic information, immigration status, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran or military status, race, ethnicity, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable local laws, regulations and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations.
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Within CE&S, the Customer Service & Support (CSS) organization builds trust and confidence for every person and organization through delivering a seamless support experience. In CSS, we help customers and partners resolve their issues quickly, prevent future problems from occurring, and demonstrate new ways to achieve more from their Microsoft investment.
Applications & Infrastructure - the largest and fastest growing group in CSS - provides Microsoft’s commercial customers with timely technical expertise to address their business-critical challenges and partners with them to advance global, cross-cloud solutions that enable their people and empower the world.
In the Customer Service & Support (CSS) team we are looking for people with a passion for delivering customer success. As a Technical Support Engineering you will own, troubleshoot and solve customer technical issues. This opportunity will allow you to accelerate your career growth by honing your problem-solving, collaboration and research skills, and developing your technical proficiency.
Microsoft’s mission is to empower every person and every organization on the planet to achieve more. As employees we come together with a growth mindset, innovate to empower others and collaborate to realize our shared goals. Each day we build on our values of respect, integrity, and accountability to create a culture of inclusion where everyone can thrive at work and beyond.
Responsibilities
Response and Resolution:
Review, investigate and solve customer technical issues, collaborating within and across teams and leveraging troubleshooting tools and practices.
Resolve customer issues through problem solving, collaboration, and research. May take escalated issues as needed. Document technical work and research.
Perform in-depth product troubleshooting and remediation when needed.
Collaborate on cross-team and cross-product technical issues by working with resources from other groups as needed to resolve moderately complex customer issues.
Readiness:
Assist 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). Develop readiness content. Mentor new Technical Support Engineers. Develop intermediate level competence on support topics.
Participate in communities with peer delivery roles.
Develop specific technical and professional proficiency to enable you to understand and resolve customer issues, through training and readiness.
Product/Process Improvement:
Identify potential product defects and provide feedback to more senior engineers, contributing to Microsoft product improvements.
Business Integration:
Participate in case triage meetings and/or case discussions to share knowledge with other engineers and contribute to more rapid customer solutions. Utilize learnings from triage meetings to identify and communicate readiness needs to manager or readiness team.
Other:
Embody our culture and values.
Qualifications
Required Qualifications:
3+ years technical support, technical consulting experience, or information technology experience
OR Bachelor's Degree in Computer Science, Information Technology (IT), or related field AND 1+ year(s) technical support, technical consulting experience, or information technology experience.
Business level fluency to read, write and speak Japanese language.
Other Requirements:
Ability to meet Microsoft, customer and / or government security screening requirements are required for this role. These requirements include, but are not limited to the following specialized security screenings: Microsoft Cloud Background Check: This position will be required to pass the Microsoft Cloud Background Check upon hire / transfer and every two years thereafter.
Preferred Qualifications:
Microsoft Technology Certifications.
Azure Fundamentals, Microsoft Certified; Azure Administrator Associate
Experience in building business systems using Windows and Linux on Azure and following Azure services.
Azure IaaS/VMSS.
Azure Storage Services (Files share).
AKS.
Azure Virtual Network.
Technical Support Engineering IC3 - The typical base pay range for this role across the U.S. is USD $66,900 - $135,000 per year. There is a different range applicable to specific work locations, within the San Francisco Bay area and New York City metropolitan area, and the base pay range for this role in those locations is USD $89,600 - $148,200 per year.
Certain roles may be eligible for benefits and other compensation. Find additional benefits and pay information here:
https://careers.microsoft.com/us/en/us-corporate-pay .
Microsoft will accept applications for the role until November 8, 2024.
Microsoft is an equal opportunity employer. Consistent with applicable law, all qualified applicants will receive consideration for employment without regard to age, ancestry, citizenship, color, family or medical care leave, gender identity or expression, genetic information, immigration status, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran or military status, race, ethnicity, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable local laws, regulations and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations.
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