Technical Support Engineering

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 opportunities to engage with high value or area customers to provide solutions proactively.
• Identifies resources needed to resolve bugs. Drives visibility of the product bug to ensure timely engagement and/or action.
• Ensures that his or her team understands the product feedback cycle and/or proper coding of customer cases for compliance.
• Ensures team member participation in case triage meetings and/or case discussions to share knowledge with other engineers and develop efficient customer solutions by prioritizing issues, identifying resources, reviewing processes, or providing additional customer support.
• Identifies resources needed to implement automatization or tools.
• Implements processes for responding to and resolving issues.
• Analyzes group readiness strategy proactively to ensure the team has the correct readiness plan and executes readiness plan for new and existing technologies and feature releases.
• 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.
• Tracks resolution speed and removes roadblocks (e.g., skill gaps, handle difficult customers) preventing issues from being resolved.
• Ensures customers stay informed as to the status/solution of their issue and manages customer relationship.
• Monitors tickets of direct reports and delivery units to ensure resolution.
• Uses tools and strategy to monitor the performance of a team.
• Serves as the first line of management escalation.
• Monitors complex problems based on triggers (e.g., age, severity) and collaborates with internal stakeholders to ensure that the right resources are engaged proactively.

• Bachelor's Degree in Computer Science, Information Technology (IT), or related field AND 3+ years of operational excellence, delivery management, account management, sales, or vendor management experience OR 5+ years of operational excellence, delivery management, account management, sales, or vendor management experience.
• 1+ year(s) of people management experience.
• Ability to read, write and speak fluent English

• Industry leading healthcare
• Educational resources
• Discounts on products and services
• Savings and investments
• Maternity and paternity leave
• 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.