Technical Support Engineer

MCAPS-Core accelerates customer outcomes and business growth. By uniting product engineering marketing sales customer success and partners around a common customer mission we help customers realize value faster and turn innovation into measurable business impact. Through deep technical expertise and differentiated go-to-market execution we win competitively capture market share and scale repeatable growth motions. We differentiate through value creation - delivering world-class AI-powered customer experiences that accelerate adoption strengthen loyalty and create sustainable competitive advantage driving growth that outpaces the market.

Within MCAPS - Core the Customer Service & Support (CSS) organization builds trust and confidence for every person and organization through delivering a seamless support CSS we are powered by Microsofts AI technology to help consumers businesses partners and more resolve their issues quickly and securely helping prevent future problems from occurring and achieving more from their Microsoft investment.

In the Customer Service & Support (CSS) team we are looking for people with a passion for delivering customer success. As a Senior Technical Support Engineer you will own troubleshoot and solve complex customer technical issues. This opportunity will allow you to accelerate your career growth hone your problem-solving collaboration and research skills and deepen your technical proficiency.

Microsofts 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.

• Case Resolution and Daily Operations

  Leads the cross-team collaboration for the resolution of highly complex cross-technology customer scenarios. Engages engineering teams by providing technical analysis and findings to drive efficient incident resolution. Models all case-handling standards with a continuous focus on speed and quality and acts as a mentor to other Technical Support Engineers. Ensures that all customer interactions reflect a commitment to excellence in service and high levels of customer satisfaction. Acts as an advisor to customers and informs them of the status and solution to their issues demonstrating Communicating Effectively Accountability Resourceful Empathy and Situational awareness (CARES) behaviors. Mentors others on AI-assisted troubleshooting case quality direction of the case and learning opportunities.

  Product/Process Improvement
  Influences process improvements across workgroups leveraging strong Customer Zero feedback loops AI-enabled efficiencies and quality feedback to the Product Group (PG). Reinforces recognition of cross-team trends and pattern-based improvements collaborating with other teams to enhance overall effectiveness. Provides feedback and collaborates on feature enhancements and automation techniques to improve product serviceability. Integrates insights from case discussions and triage meetings to inform ongoing process enhancements. Implements strategic business decisions with customers partners and teams to increase market share. Influences peers to implement strategy.
  Readiness and Knowledge Management

  Develops and delivers advanced readiness materials to enhance knowledge capabilities within the team. Utilizes AI and other insights to elevate team capability and support ongoing learning. Implements readiness programs through mentoring content creation and learning sessions contributing significantly to the content and readiness strategy. Acts as a resource for other teams by providing specialized training and support on complex problem-solving techniques.
  Security

  Reviews technical solutions for security impact and risk exposure. Strengthens Security by Design practices across the team to ensure all operations meet the highest security standards. Actively monitors and responds to security management notifications and events keeping the team informed of potential security threats. Promotes Secure Future Initiative (SFI) behaviors by strengthening security awareness and proactive risk management across teams and partners. Applies secure troubleshooting practices. Ensures documentation meets compliance. Completes all required security compliance and privacy trainings in accordance with standards. Adheres to security and privacy requirements. Adheres to SFI for secure handling of customer data and all engagem

Other:

• Embody our culture and values

Required Qualifications:

• Bachelors Degree in Computer Science Information Technology (IT) or related field AND 3 years technical support technical consulting experience or information technology experience OR equivalent experience.

Other Requirements:

• Citizenship & Citizenship Verification: This position requires verification of U.S citizenship due to citizenship-based legal restrictions. Specifically this position supports United States federal state and/or local United States government agency customers and is subject to certain citizenship-based restrictions where required or permitted by applicable law. To meet this legal requirement citizenship will be verified via a valid passport.

• 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.

Additional or Preferred Qualifications:

• 5 years of technical support technical consulting experience or information technology experience
• Storage performance and reliability tracing and troubleshooting (Storport iSCSI MPIO etc.).
• Configuring and troubleshooting backups using VSS and Windows Server Backup.
• Management of Hyper-V and virtual machine (VM) deployment management and troubleshooting.
• Creation management and troubleshooting of Windows Failover Clustering (WFC).
• Utilizing Windows Server management tools (MMC Server Manager RSAT Windows Admin Center Azure Arc etc.).
• Managing and troubleshooting Windows features and functionality with PowerShell and other command line and remote utilities.
• Reviewing various types of data including event logs performance monitor captures network traces and cluster logs.
• Identifying network configuration and connectivity issues using methods including network tracing and analysis for various technologies and protocols (TCP/IP SMB UDP RDMA etc.).
• Isolating performance issues using Performance Monitor (Perfmon) counters Windows Performance Recorder (WPR) and other tools and techniques.

Technical Support Engineering IC4 - The typical base pay range for this role across the U.S. is USD $86100 - $169800 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 $113300 - $187400 per year.

Certain roles may be eligible for benefits and other compensation. Find additional benefits and pay information here:
position will be open for a minimum of 5 days with applications accepted on an ongoing basis until the position is filled.

Microsoft is an equal opportunity employer. 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 with religious accommodations and/or a reasonable accommodation due to a disability during the application process read more about requesting accommodations.

Required Experience:

IC