Technical Support Engineer

With more than 45,000 employees and partners worldwide, the Customer Experience and Success (CE&S) organization is on a mission to empower customers to accelerate business value through differentiated customer experiences that leverage Microsoft’s products and services, ignited by our people and culture. We drive cross-company alignment and execution, ensuring that we consistently exceed customers’ expectations in every interaction, whether in-product, digital, or human-centered. CE&S is responsible for all up services across the company, including consulting, customer success, and support across Microsoft’s portfolio of solutions and products. Join CE&S and help us accelerate AI transformation for our customers and the world.

• Identifies and provides feedback to address process gaps in an effort to streamline processes and shares best practices broadly.
• Identifies potential defects and escalates to more senior engineers to resolve.
• Applies broad knowledge of automated tools being used across other technologies and products.
• Provides feedback to more senior engineers or serviceability team on functionality of products based on engagements with customers.
• 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.
• Resolves customer issues through problem solving, collaboration, and research.
• May take escalated issues as needed.
• Documents technical work and research.
• 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.
• Performs in-depth product troubleshooting and remediation when needed.
• Collaborates on cross-team and cross-product technical issues by working with resources from other groups as needed to resolve moderately complex customer issues.

• Bachelor's Degree in Computer Science, Information Technology (IT), or related field AND 1+ years of technical support, technical consulting experience, or information technology experience
• OR 3+ years of technical support, technical consulting experience, or information technology experience.
• Pacific Time Zone based & working hours.
• 3 + years of experience in technical support in an enterprise level environment.
• 2 + years of experience working with Microsoft Defender for Office, Microsoft Defender for Endpoint, or Office 365 (Exchange Online, Security & Compliance, Cloud Identity).
• Business Level Fluentcy in english.
• CyberDefender Mindset: A CyberDefender Mindset is a proactive, collaborative, and customer-centric approach adopted by technical support teams to anticipate, prevent, and mitigate cybersecurity threats—shifting from purely reactive issue resolution to active partnership in safeguarding organizational and customer security.

• 401k matching
• Health insurance
• Flexible work
• Discounts on products and services
• Generous time away
• Giving programs
• Opportunities to network and connect

With more than 45,000 employees and partners worldwide, the Customer Experience and Success (CE&S) organization is on a mission to empower customers to accelerate business value through differentiated customer experiences that leverage Microsoft’s products and services, ignited by our people and culture. We drive cross-company alignment and execution, ensuring that we consistently exceed customers’ expectations in every interaction, whether in-product, digital, or human-centered. CE&S is responsible for all up services across the company, including consulting, customer success, and support across Microsoft’s portfolio of solutions and products. Join CE&S and help us accelerate AI transformation for our customers and the world.